Job Description: We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large. About the Role: The zyBooks Customer Technical Support Representative is responsible for assisting zyBooks’ student and instructor users via email through an email client called Zendesk. The role consists of troubleshooting issues that users describe and answering questions about the zyBooks application/content and how to use it. Job Responsibilities: · Reviewing student/instructor feedback on zyBooks content and determining the validity of said feedback. · Assisting users with managing accounts. Ie. merging accounts, transferring subscriptions, resetting passwords etc. · Escalating issues to internal teams and managing/overseeing their progress while sharing updates with student/instructor customers. · Assisting the zyBooks Bookstore and Creation team with simple tasks during their busy periods such as generating zyBooks and generating access keys. · Providing feedback on internal processes and making suggestions for improvements. · Keeping track of common trends and sharing any findings with the team. Required Qualifications: - Sophomore or Junior pursuing a degree in CS/CE/IT/Engr/Math at a 4-year or 2-year college/university. - Proficiency in the fundamentals that would be taught in an intro level class for said degree. For ex, if pursuing CS, basic knowledge of loops/branches/functions in either C, C++, Python, or Java. - Strong attention to detail. - Strong written communication skills. - Available to work off hours such as evenings/weekends. - Access to a laptop or computer. Preferred Qualifications: - Has used a zyBooks before as a student. - Beginner skills in Matlab. - Beginner skills in mySQL (Databases). - Beginner skills in Web Programming (HTML/CSS/Javascript). - Desire to stick with the job for longer than one year. We power infinite possibilities. For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing—creating impact that reaches everywhere. We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives. Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything. Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance. We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow. We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the United Kingdom, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. When applying, please attach your resume/CV to be considered. Salary Range: 15 USD to 22 USD#LI-MS1 Job Posting Title: Customer Technical Support Representative - Part Time Location: Remote, VA, USA

ESSENTIAL DUTIES AND RESPONSIBILITIES: - Efficiently assign, schedule, and escalate service tickets company-wide. - Provide front line customer service via incoming calls - Drive excellent customer service by providing detail oriented oversight of ticket communications and scheduling. - Build working inner-company partnerships to ensure a successful cross-department service delivery model. - Demonstrate basic technical expertise for efficient ticket assignment. - Contribute to the TBU strategic and tactical business model. - Other duties as assigned EDUCATION, TRAINING, AND EXPERIENCE: - 4 + years of customer service experience - 2 + year of dispatching experience Preferred - Associates degree or appropriate certifications and 1 year of professional experience in an IT or Telecommunications related field REQUIRED SKILLS: - Interpersonal skills to establish and maintain effective relationships with customers, employees, superiors and business contacts in a professional, timely and courteous manner. - Good written and oral communication skills - Effective analytical and problem-solving skills - Ability to perform a variety of tasks, often changing assignments on short notice - High level knowledge of a wide variety of technologies WORKING CONDITIONS AND PHYSICAL REQUIREMENTS: - Indoor work primarily in the company office environment - Frequent utilization of manual dexterity and visualizing of computer screen - Occasional bending, carrying, squatting, twisting and lifting up to 60 pounds independently - Occasional travel by vehicle and air, with some overnights

• Act as an escalation point for the IT support queue, handling complex issues across endpoints, identity, and core SaaS applications (e.g., Google Workspace, Okta, Slack, Zoom, Atlassian). • Coordinate response efforts for IT incidents and outages, including troubleshooting, communication, and post-incident follow-up. • Manage internal user accounts, groups, and access (joiners/movers/leavers) across identity and critical SaaS systems. • Own and continuously improve onboarding and offboarding workflows in partnership with People, Security, and Hiring Managers. • Deploy, administer, and maintain IT systems and services (e.g., MDM, endpoint security, Zero Trust, collaboration tools, AI platforms, asset inventory). • Manage MDM-controlled endpoints (laptops and other devices), including provisioning, compliance policies, and OS / app updates. • Implement and maintain automations and workflows that minimize manual efforts in provisioning, access changes, and common support requests. • Implement and operate IT controls that support company security and compliance requirements (e.g., SOC 2, ISO 27001), including access reviews, asset management, and endpoint standards. • Partner with Security on evidence collection, control operation, and remediation of IT-related audit findings. • Ensure IT policies, standards, and runbooks are followed and kept current; contribute to drafting and improving these documents. • Construct and maintain IT guides, runbooks, and knowledge base articles for both end users and IT peers. • Collaborate with cross-functional teams (Security, Engineering, People, Finance, CX) on IT-related projects such as new tool rollouts, license rationalization, and process redesign. • Identify issues, define OKRs, and deliver end-to-end solutions that measurably improve reliability, security, or user experience. • Stay current on IT trends and emerging technologies; propose pragmatic improvements to our environment.

Department: 12252 Enterprise Corporate - Clinical Informatics Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: Remote in Charlotte/ Wake market with occasional travel Pay Range $33.05 - $49.60 Major Responsibilities: - Serve as a subject matter expert for the EHR and provides in-depth support to clinicians (Physicians, nurses, medical assistants and other clinical technicians) in the ambulatory setting and serves as a liaison between clinicians, operational leadership and IT. Troubleshoots EHR issues and provides ongoing support to ensure successful implementation of new technology and technology changes. Communicate and collaborate with CI and IT teams to address technical challenges. Develop as a Subject Matter Expert in one or more areas of specialty. - Participate in efforts to manage change related to technology adoption. Provide end user support to help identify areas of opportunity to improve adoption and effective of new technology and processes. - Provides basic reporting tool assistance to end users. Participate in organizational efforts to reduce administrative burden including the enhanced use of decision support tools and the use of data to drive decisions related to optimization and implementation. Begin to leverage clinical data analytics to drive informed decisions and create actionable insights through dashboards and reports. - Supports and guides optimal use of clinical systems and supportive clinical documentation practices and tools. Ensures successful implementation, administration and documentation of new and/or existing clinical applications. Participate in cross-functional teams in reimagining clinical process and pioneer novel approaches to enhance patient care, teammate satisfaction and safety and outcomes. Begin to have the ability to analyze clinical workflows to identify bottlenecks, inefficiencies and areas for improvement. Participate in cross functional teams in implementing workflow enhancements - Collaborate with CI teams across care settings to ensure appropriate workflows and clinical systems are utilized effectively and efficiently. - Provide support to users of our clinical systems in the ambulatory setting (Physicians, Nurses, Medical Assistants, other clinical technicians), either in person or virtually, to promote effective and efficient use of technology and the EHR. Perform purposeful rounding in assigned areas, focusing on new functionality and opportunities for end user optimization. Become the go to resource for questions related and concerns related to the EHR and other clinical systems as assigned. Partners with the regional informatics training and education team to assist in training delivery as needed. Provides informal guidance/resources to new team members and customers. In partnership with the training and education team, evaluates training effectiveness and recommends modification to training programs accordingly. Integrates knowledge of policies and clinical resources into educational programming. Proactively monitor and respond to end user requests for assistance. Understand the pain points, challenges and technology needs related to the EHR and other clinical systems. Assist in onboarding of new Clinicians, introducing them to EHR functionalities and efficiencies as needed. Assist users in personalizing system settings to align with user preferences, either in person or virtually. Continuously seek ways to enhance user experiences and outcomes. Provides EHR and integrated clinical systems onboarding, ongoing education and training to all clinical end users as needed. Recommends additional training and education for multiple areas and roles based on ongoing evaluation and assessment. Assist the training team in delivering virtual training sessions for clinical staff as assigned. In partnership with the training team, develop job aids, quick reference guides and other material. Performs basic troubleshooting and escalates as needed. Works in partnership with clinical informatics and interdisciplinary team to help identify opportunities for optimization and technical improvements/changes. Identify opportunities for process optimization within clinical workflows. Collaborate with clinical and IT teams to streamline tasks, reduce redundancy and enhance efficiency. Promote adherence to recommended workflows. Support system upgrades and enhancements, ensuring smooth transition. Through formal and informal rounding, educate end users on best practices for utilizing clinical systems effectively. Utilizes evidenced based practice or best practice methodology of clinical system end users. Provides ongoing support and ensures successful implementation, administration and documentation of new upgrades, releases and enhancements. - Develops and maintains key partnerships with site and area leaders. - Participates in the development of analysis and design of EHR configuration to support organizational initiatives to ensure that end user needs are addressed. Focus on standardized best practice workflow processes and clinical content to ensure alignment across all sites/departments to support improved quality and patient safety outcomes. Assists in identifying metrics that monitor the effectiveness of implemented projects and programs. Following defined testing scripts and plans, perform testing of new or enhanced clinical workflows Licensure, Registration, and/or Certification Required: - Epic Clinical Informatics Certification or attained within 18 months of hire Education Required: - Associate degree or equivalent in IT or Health Related Field Experience Required: - 2 Years Clinical, Clinical Informatics or IT Experience Knowledge, Skills & Abilities Required: - ​ Strong communication skills and ability to convey technical information to non-technical users. - Analytical mindset with the ability to identify areas for improvement - Passion for healthcare technology and a commitment to advancing patient care - Ability to conduct activities related to all phases of the clinical information system life cycle (plan, design, testing, implementation and monitoring) Physical Requirements and Working Conditions: Preferred Job Requirements: - Licensed/Certified Clinical Professional Preferred (CNA, MA, RN, RT, PT, RD, etc). This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties. Our Commitment to You: Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including: Compensation - Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training - Premium pay such as shift, on call, and more based on a teammate's job - Incentive pay for select positions - Opportunity for annual increases based on performance Benefits and more - Paid Time Off programs - Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability - Flexible Spending Accounts for eligible health care and dependent care expenses - Family benefits such as adoption assistance and paid parental leave - Defined contribution retirement plans with employer match and other financial wellness programs - Educational Assistance Program About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.