• Provides analysis of workflow, recommend solutions and implements application solutions to meet department needs. • Assists with design, development, system configuration, implementation and support of assigned Epic applications • Responsible for planning, training and evaluation of application functionality. • Investigates end users’ preferences while making build decisions • Builds and maintains Epic application content • Completes thorough unit testing of all build prior to handoff for testing. • Works with end users to troubleshoot problems and investigate questions • Prioritizes and implement requested changes to the system and analyze new functionality

• Lead thorough investigations and implement permanent solutions for recurring incidents using techniques like Root Cause Analysis (RCA), Fishbone diagrams, and the Five Whys method, including deploying software patches, updating configurations, or redesigning processes. The primary objective is to prevent recurrence and minimize business impact. • Coordinate and facilitate Post-Mortem Reviews (PMRs) to identify root causes, lessons learned, and track corrective actions for incidents, including significant incidents and Executive Summaries. • Coordinate, facilitate, and track Business Facing Metrics (BFM) and maintain the Global Incident Reporting Board (GIRB) for comprehensive visibility into incident trends. • Maintain a strategic overview of the problem queue, ensuring timely updates and adherence to the problem management process. • Develop and own meaningful problem management dashboards within ServiceNow's Performance Analytics. • Drive continuous improvement initiatives by analyzing problem trends and performance metrics. This includes collaborating with the Process Owner on governance, improvement initiatives, ServiceNow optimization, and documentation updates. • Proactively identify, assess, and escalate potential risks to the Process Owner, developing mitigation strategies to minimize business impact. • Enhance the problem management process within ServiceNow, including supporting upgrades and partnering with ITSM process owners (Incident, Change, etc.), Operations Product Manager, Reporting lead, and the ServiceNow team to optimize tooling and prioritize enhancements. • Assist with general ServiceNow incidents, requests, and enhancements. • Maintain a comprehensive knowledge base of known errors and workarounds. • Develop and present regular reports on problem management activities, including KPIs and trends, to leadership. • Actively participate in Agile ceremonies (sprint planning, stand-ups, reviews, retrospectives). • Monitor the effectiveness of implemented solutions, making necessary adjustments, and continuously seeking ways to improve Problem Management processes. • Promote process excellence by researching industry best practices and leveraging AI and Predictive Intelligence functionalities within ServiceNow for process improvement, automation, and optimization.

• Manage the day to day execution of all domestic inbound freight in US, CAN and cross border • Manage special high profile / time critical logistics moves for new releases • Logistics analysis and process improvement • Serve as an Oracle Transportation Management (OTM) Superuser • Support global trade compliance coordination outbound / export

• Report directly to the Manager, Enterprise Fraud Strategy • Support business reporting and analytical needs for multi channel payment systems • Work as a member of a multi channel data team • Operate associated systems and tools used for the creation of reports • Analyze fraud trends using statistical modeling including decision tree analysis • Recommend actionable solutions to the Manager, Enterprise Data Strategy • Work closely with the Enterprise Fraud Prevention and Claims teams • Provide data to help identify emerging fraud trends • Produce appropriate data and reporting to fulfill overall business needs • Validate the analysis supporting any strategy changes • Ensure compliance with all regulatory requirements • Communicate regularly with peer banks and industry organizations • Deliver professional presentations at various forums and committees to multiple levels of leadership.