• Supports MIPS eCQMs, MSSP ACO, or another similar regulatory programs. • Experience with importing value sets from VSAC. • Understanding of Quality Measures mapping and the Quality Measures Mapping in Epic. • Gather, analyze, design, develop, modify, test, implement, evaluate, and maintain clinical information technologies to support clinical practice. • Use data to support clinical decision-making and identify desired outcomes. • Able to research, analyze and make recommendations for application work flow improvements and create and analyze reports created using multiple reporting mechanisms. • Utilize Tier Two/high level of customer service while promoting and participating in the team approach. • Possess strong problem solving and critical thinking skills, as well as excellent time management and prioritization skills. • Training presentation techniques and skills. • Proficient verbal and written communication skills and efficient use of Microsoft Office software. • A positive attitude and superior customer service skills. • Skill level needed to become proficient in Sanford assigned applications as well as a basic knowledge of other Sanford applications. • Demonstrate basic knowledge and support of Information Technology Infrastructure Library (ITIL) philosophies in daily work. • Skillful in adapting to change. Adjusts to new or changing assignments, processes, and people. • Identifies and considers alternative approaches to situations or problems. • A willingness to maintain active knowledge in area of specialty in order to maintain current clinical practice and end user perspectives.

• Provide day-to-day production support for P&C Claims administration platforms, ensuring timely resolution of system issues and incidents. • Partner with business users, vendors, and IT teams to troubleshoot, resolve, and escalate issues as appropriate. • Support system upgrades, enhancements, and testing activities, ensuring solutions align with Claims business requirements. • Develop and maintain accurate documentation, including technical knowledge articles, standard operating procedures, and incident resolution steps. • Deliver effective communication and customer service, ensuring business partners are informed and supported throughout the issue resolution process. • Collaborate with Claims operations and cross-functional IT teams to identify opportunities for process and system improvements. • Provide end-user training and support as needed.

• Examine Know Your Customer (KYC) forms for completeness and accuracy, ensuring profiles meet BSA policy standards • Evaluate expected customer activity to confirm alignment with their business profile • Conduct research on customers for adverse media using internet sources and compliance tools • Identify and address KYC deficiencies, update profiles as needed and analyze unusual account activity flagged by AML systems or manual reviews • Perform detailed research using internal systems and public sources to validate cases, including verification via World Check • Compose Suspicious Activity Report (SAR), via the AML Monitoring software system, for management approval and prepare SAR files for distribution to FINCEN • Monitor accounts, which related SAR’s have been filed but the account was not closed, within 90 days of SAR filing • Recommend actions to BSA management based on findings and prepare Suspicious Activity Reports (SARs) for FINCEN submission • Track accounts linked to SARs to ensure compliance within required timelines

• Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support. • Monitors system updates to remain aware of common problems users are experiencing. • Actively listens to and builds rapport with end users to elicit problem details. • Performs software installations for customers. • Documents, reviews and ensures that all quality and change control standards are met. • Applies diagnostic utilities to aid in troubleshooting. • Tests fixes prior to closing tickets to ensure problems have been adequately resolved. • Interacts and builds relationships with site leadership where applicable. • Documents all pertinent end user identification information including nature of problem. • Records, tracks, and documents the problem-solving process for each ticket. • Participates in formal and informal training sessions to gain new skills and knowledge. • Collaborates with other team members to share and exchange information.