• 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

About Us Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services. Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy: - Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S. - Continuous professional growth and leadership opportunities. - Health, wellness, and financial benefits to offer peace of mind to you and your family. - World-class facilities and the technology you need to thrive – in our offices or yours. Job Summary The SHI Services Solutions Engineer – Copilot Agents and Automation serves as a technical subject matter expert for Microsoft Copilot and agent-based solutions. This role works directly with customers and internal delivery teams to design, build, and govern AI-driven workplace experiences that deliver measurable business outcomes. The focus of this role is on the Microsoft Copilot out-of-the-box experience, first-party agent capabilities, declarative and embedded agent development, and enterprise governance of agents, including services delivered through Agent 365. The Solutions Engineer plays a key role in shaping solutions, accelerating service development, and ensuring consistent, secure, and scalable delivery across engagements. This position blends hands-on technical execution with design-led thinking, customer advisory skills, and a strong interest in applied AI across the modern workplace. This role sits at the intersection of AI innovation, human experience, and responsible enablement. It offers the opportunity to shape how organizations build lasting capability with Copilot and workforce agents while contributing to the evolution of SHI’s Microsoft Services practice. Role Description Copilot Experience and Agent Architecture - Act as the technical SME for Microsoft 365 Copilot and workforce agent solutions, including first-party agents, declarative agents, and embedded agent development. - Design and implement end-to-end agent solutions using Copilot Studio and the Power Platform, aligning workflows, automation, and extensibility to business needs. - Define agent architectures that balance out-of-the-box Copilot capabilities with custom agent logic, integrations, and automation patterns. - Implement secure and governed agent environments, including identity, data access, compliance, monitoring, and lifecycle management using Microsoft security and governance services. - Guide teams on best practices for agent design, evaluation, observability, and operational readiness, including analytics and feedback loops. - Collaborate with delivery teams to ensure solutions are scalable, supportable, and aligned to enterprise standards. - Develop and maintain technical assets such as reference architectures, design patterns, solution templates, and implementation guides for Copilot and agent services. Behaviors and Competencies - Presenting: Can design and deliver engaging presentations, adapting the content and style to suit the audience, context, and medium. - Negotiation: Can proactively seek out negotiation opportunities, initiate discussions, and contribute to conflict resolution. - Communication: Can effectively communicate complex ideas and information to diverse audiences and can facilitate effective communication between others. - Detail-Oriented: Can manage complex tasks or projects, identifying errors or inconsistencies, and ensuring all details are addressed, necessary corrections are made, and quality is maintained. - Organization: Can effectively coordinate multiple projects, delegate tasks where appropriate, and employ advanced organizational tools and methods. - Follow-Up: Can proactively identify tasks that require follow-up, initiate necessary actions, and contribute to efficient workflow management. - Problem-Solving: Can proactively identify potential problems, initiate preventive measures, and propose and contribute to innovative solutions. - Relationship Building: Can proactively seek out opportunities to expand networks, initiate collaborations, and contribute to team cohesion. - Documentation: Can develop comprehensive documentation standards, implement best practices, and ensure documentation supports operational efficiency. - Results Orientation: Can set challenging goals for their team and lead them to achieve these goals, demonstrating a consistent track record of results. Skill Level Requirements - We are looking for candidates who demonstrate strength across the following areas. Deep expertise in every tool is not required, but experience across these capabilities is important for success. - Bachelor’s degree in a technical, business, or related field, or equivalent practical experience - Four or more years of experience delivering solutions on Microsoft 365, Power Platform, Azure, or related Microsoft cloud technologies, including hands-on experience with AI or agent-based solutions - Practical experience with Microsoft 365 Copilot and Copilot Studio, including first-party agent capabilities - Experience designing or implementing declarative and embedded agents using the Power Platform, including Power Apps, Power Automate, Power Fx, and YAML - Strong understanding of agent architecture, governance, security, and lifecycle management using Microsoft Entra, Purview, Defender, and related services - Proven ability to act as a technical advisor and SME, guiding solution design and implementation decisions across project teams - Broad interest or experience in applied AI concepts, including prompt design, evaluation, monitoring, and responsible AI practices - Familiarity with design-led or human-centered approaches as they apply to technical solution design and workflow modeling - Strong problem-solving and analytical skills, with the ability to translate business needs into scalable technical solutions - Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences - Commitment to continuous learning and staying current with Microsoft Copilot, agent, and AI platform evolution - Relevant certifications may include Microsoft 365 Copilot and Agent Administration Fundamentals (AB 900), Microsoft Agentic AI Business Solutions Architect (AB 100), Microsoft Azure AI Engineer Associate (AI 102), or equivalent experience. Candidates should not self-select out if they do not meet all of these. Other Requirements - Ability to travel to SHI, Partner, and Customer Events - Ability to work independently while collaborating effectively with sales, delivery, engineering, and leadership stakeholders. - Commitment to continuous learning across Microsoft Copilot, AI workloads, and change and adoption best practices. - Strong ethical standards with disciplined adherence to data privacy, governance, compliance, and security policies. The estimated annual pay range for this position is $150,000 - $207,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending. Equal Employment Opportunity – M/F/Disability/Protected Veteran Status