• Provide technical support to customers via phone, email, and chat • Troubleshoot and diagnose hardware and software issues • Identify and escalate priority issues to appropriate teams • Follow up with customers to ensure issues are resolved and provide feedback to improve the support process • Maintain accurate records of customer interactions and resolutions in the ticketing system • Provide training to customers on new products and software updates • Collaborate with internal teams to resolve technical issues and improve product offerings • Continuously improve technical knowledge and stay up-to-date with new technology and software releases

• Possess a working knowledge of current investigative techniques relating the acquiring, preserving, analyzing, and summarizing large volumes of investigative data and preparing analytical products in support of law enforcement operations. • Work closely with investigative personnel as technical experts to obtain, review and analyze source document(s) and statistical information to identify information pertinent to ongoing investigations. • Determine relevancy of investigative information as related to priority intelligence requirements and organize and conduct detailed examinations of information gathered during complex criminal and civil investigations. • Develop methodology to exploit investigative information, to include conducting periodic progress reviews, as well as coordinating and completing quality control of all work products. • Resolve any problems and questions concerning data to be entered. • Provide investigative support, in on-scene, phone, and collaboration tools for forensic tools, processes, systems. • Develop written and/or oral legal testimony to courts or administrative authorities. • Technology transfer, prototyping, development, and piloting of technologies, products, or code.

• Configure and maintain PTO accrual rules, Time Off Requests • Build new configurations for various calculated accrual policies • Manage and resolve BAU support tickets within defined SLAs • Document configuration changes • Collaborate with stakeholders to gather requirements • Provide guidance and knowledge transfer to end-users

• 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.