• Assist in pipeline development and sales pursuits using Subject Matter Experience • Co-develop messaging and value proposition materials with the sales and marketing teams • Develop and lead Solution Workshops with prospects and existing customers • Help customers achieve their desired results from RegScale • Design and institute a value calculator to assess value received by customer organizations • Collaborate with functional stakeholders to develop and execute customer enablement programs

• Partner with the Senior Solutions Engineer and Account Director to manage a portfolio of established customers, acting as their key technical point of contact. • Take ownership of the full customer journey, guiding them from implementation to long-term success and ensuring phased implementation metrics are met and adopted. • Manage day-to-day technical actions, including configuration requests, workflow configuration updates, user permissions, and data updates. • Help customers translate their business processes into efficient Gatekeeper workflows. • Act as the first line of technical support for your customer portfolio, troubleshooting issues and collaborating with the wider Gatekeeper team to ensure fast, effective resolutions. • Build deep relationships with your portfolio to understand their business processes, strategic goals, and usage requirements. • Be the voice of your customer, championing their needs and suggesting Gatekeeper functionality enhancements. • Proactively monitor customer health and usage, identifying opportunities for optimisation from product releases and raising any engagement or usage risks to the Senior Solutions Engineer. • Track key success metrics such as Time to First Value for your customers inline with the phased implementation approach. • Meticulously document customer configurations and key interactions to ensure transparency across Gatekeeper colleagues. • Identify and surface expansion opportunities based on deep customer knowledge and pass them to the relevant Account Director. • Support the renewal process by preparing data for strategic business reviews, demonstrating long-term value, and highlighting key platform engagement. • Stay curious and up to date with new product releases, best practices and AI advancements.

• Communicate regularly with internal teams, project managers, onboarding leads, and client contacts to ensure smooth updates, clarity, and alignment. • Participate in internal handoff meetings to ensure service desk readiness and support continuity. • Collaborate with new IT providers during client transitions to support a seamless offboarding experience. • Use diagnostic and discovery tools to evaluate client environments and document infrastructure, security posture, and operational workflows. • Update and maintain standardized documentation including: - Workstation build checklists - Employee onboarding/offboarding checklists - Configuration documentation for managed services tools • Identify service gaps between legacy and target managed services plans. • Deploy and configure common managed services tools, including: - Endpoint Detection & Response (EDR) - SOC/SIEM platforms - Web and DNS protection - Monitoring and diagnostic tools - Backup agents and software • Install and configure tools such as: - Microsoft 365 - Microsoft Defender - Mimecast - RMM tools (Datto RMM, Kaseya VSA) - ConnectWise PSA - Other MSP, helpdesk, and security tools • Manage individual and team service/project tickets with timely updates. • Coordinate with vendors on behalf of customers to resolve technical issues. • Ensure all deployed tools and changes maintain client productivity and operational integrity.

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain. We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation. Position Summary The SPM Solutions Specialist is a vital role focused on the continuous improvement and functional rollout of ServiceNow’s Strategic Portfolio Management (SPM) module. This role serves as the bridge between business objectives and technical execution, ensuring that SPM features align with the organization's goals for integration and synergy realization. The successful candidate will manage the end-to-end lifecycle of new feature deployments—from initial requirements gathering to final user adoption—ensuring high-quality delivery with zero disruption to existing business operations. Key Responsibilities ● Requirements & User Stories: Lead workshops to gather business requirements, translating complex needs into clear, actionable user stories for the development team. ● Development Partnership: Partner closely with SPM Engineering and developers to ensure technical solutions meet the functional scope and strategic intent of the project. ● Testing & Quality Assurance: Define acceptance criteria and oversee functional testing to ensure all new SPM features are robust and bug-free before deployment. ● Training & Documentation: Create comprehensive training materials and documentation; lead training sessions to empower users and drive platform adoption. ● Troubleshooting & Support: Act as the primary point of contact for troubleshooting SPM issues, analyzing problems quickly to recover business operations. ● Stakeholder Collaboration: Facilitate cadences and working sessions with Tech Business Partners and workstream leads to maintain alignment on the SPM roadmap. Knowledge, Skills and Qualifications: ● ServiceNow Expertise: Direct experience with ServiceNow Strategic Portfolio Management (SPM), including a functional understanding of its modules and capabilities. ● Work Experience: 8+ years of IT Project Management experience. ● Methodology: Detailed understanding of Waterfall, Agile, and Hybrid methodologies. ● Communication: A premier communicator with exemplary writing skills and an innate ability to make complex concepts simple and intuitive. Must be able to present alternatives convincingly to a mixed audience. ● Problem Solving: Strong, proven analytical skills with the ability to quickly determine the most expedient method to recover business operations. ● Collaboration: A team player with a proven ability to drive change through influence across a matrix organization in a fluid environment. ● Education: Bachelor’s degree in Information Technology, MIS, or equivalent strong professional experience. Reasonably expected salary range: $123,500.00 - $164,700.00 Please note that an employee's starting salary may vary based on a variety of factors. Where State, Municipal, Provincial, Territorial or other legal minimum wages exceed the federal minimum wage, employees are entitled to the higher rate. Category: Information Technology