• Process military education benefits for the Student Financial Service's military education benefit team • Complete military transactional work so the Department of Veterans Affairs and Tuition Assistance programs can be certified, validated, and paid to students accurately • Handle communications with representatives of the Department of Veterans Affairs daily to ensure accuracy • Collaborate with Admission Counselors and students to ensure all applicable documents are received so students can use their Military Education Benefits as a funding source • Assist the Military Education Benefit Processing team with projects, reports, and other requests

• Managing day-to-day operations for infrastructure, applications, cloud services, and core systems • Ensuring SLAs and OLAs are met while maintaining system performance and security • Leading incident response, major incident management, root cause analysis, and problem resolution • Strengthening monitoring, logging, alerting, dashboards, and operational runbooks • Overseeing patching, upgrades, configuration updates, backups, and disaster recovery testing • Managing hardware and software lifecycle planning, refresh cycles, and EOL tracking • Establishing and communicating maintenance schedules and change windows • Owning the end-to-end bugfix lifecycle from intake through deployment • Coordinating with engineering and QA teams to validate fixes and releases • Managing minor enhancements, automation improvements, and configuration changes • Supporting major releases, upgrades, and system rollouts with readiness planning • Leading release management processes including approvals, timelines, environments, and deployment execution • Defining release standards, rollback procedures, and version controls • Tracking release and operational KPIs and driving continuous improvement initiatives • Enforcing ITIL-aligned processes across incident, change, and release management • Partnering with security teams on vulnerabilities, access controls, and audit readiness • Leading technical staff and managing vendors, contracts, and escalations • Managing O&M budgets and optimizing costs across infrastructure and cloud environments • Driving automation initiatives to improve stability and reduce operational effort

• First point of contact for all inbound calls in the Support Call phone queue, outside of normal business hours. Screen all calls, assign priority, address issues and requests, or route as required • Conduct outbound calls to customers, clients, vendors, etc. as required • Take inbound calls from customers, clients, vendors, etc. as required • Must be mature, self-actualized, patient with end-users, and able to deal with varying levels of client temperature • Field incoming help requests from clients via phone, email, & ITSM ticketing system in a helpful and courteous manner. Generate/update ITSM tickets for new and existing client issues • Determine priority of support requests based on customer urgency and impact of the reported incident. • Engage clients with rapport-building communication while capturing complete problem details such as symptoms, context, and error information • Add, update, remove, verify ITSM ticket information as needed, including security pins, questions, updates, new client onboarding/offboarding, etc… • Perform ‘scripted’ and documented solutions as outlined in our KB (knowledge base), as qualified and trained. Perform functions like Account/Session lockouts, password resets, connection setup, email/mobile client setup, etc. • Record, track, and follow documentation during an incident process, including all supervisors’ instructions, and successful/unsuccessful solutions applied through the final resolution or escalation • Perform application upgrades and updates scheduled outside of business hours (Quickbooks, Sage 50, etc…) • Review/Triage Monitoring event alarms, decide to action or route to appropriate ticket queues • Review all cases coming into the ticket queue during shifts • Actively review KB’s and participate in cross-training opportunities to advance to the IT Support Specialist II position • Provide technical support for end-user issues, including hardware, software, and peripheral troubleshooting via phone, email, chat or remote session • Set up and configure virtual desktops utilizing VMware Horizon and associated applications • Set up and configure desktops, laptops, mobile devices, monitors, printers, and other office technology – when needed • Diagnose and resolve network problems (e.g., connectivity, DNS, VLANs); coordinate with Tier 2 and 3 for complex issues • Perform remote installations of client applications within a cloud environment (e.g. QuickBooks, Lacerte, Bluebeam, AutoCad, Revit, etc.) • Manage and support user accounts in Active Directory, Microsoft 365, and other systems; handle access requests, MFA support (e.g. Duo, Microsoft), and onboarding/offboarding tasks • Respond to and resolve support tickets in the IT service management (ITSM) platform; ensure accurate documentation and timely follow-up • Act as a liaison between end users and higher-tier support teams, ensuring clear communication and prompt issue resolution.

• Administer, configure, and maintain the Ironclad contract lifecycle management (CLM) platform, including workflow design, template management, clause libraries, approval chains, and user access controls, following SOX-compliant change management processes. • Partner with Legal Operations, Sales, Deal Desk, Finance, and Partner Operations to gather requirements, translate them into scalable Ironclad configurations, and communicate updates in an async-first, fully remote environment. • Design, build, and optimize end-to-end contract workflows, including sales agreements, partner agreements, non-disclosure agreements (NDAs), amendments, renewals, and other contracting processes as business needs evolve. • Manage and maintain integrations between Ironclad and adjacent Lead-to-Cash systems, including Salesforce, Zuora CPQ, DocuSign, and NetSuite, collaborating with engineering and other system administrators to support data integrity and reliable handoffs. • Use Ironclad AI capabilities (including AI Assist, AI Playbooks, Smart Import, and clause detection) to improve contract review efficiency, reduce manual effort, and support compliance across the contract lifecycle. • Build and maintain Ironclad dashboards and reporting to provide visibility into contract status, cycle times, bottlenecks, and compliance metrics for stakeholders and leadership. • Lead small to medium-sized projects to enhance CLM functionality and user experience, and document configurations, processes, and standards in the GitLab handbook. • Troubleshoot and resolve Ironclad platform issues of moderate to high complexity, manage vendor escalations and support tickets, and conduct configuration reviews to ensure quality, maintainability, and adherence to internal standards.