• Maintain strong phone presence and ensure reliable squad coverage. • Respond to client inquiries via phone, email, and tickets with professionalism and urgency. • Own issues from intake through resolution, keeping clients updated throughout. • Troubleshoot technical issues and escalate when appropriate. • Document all interactions and solutions clearly in the service desk system. • Meet SLAs and team KPIs while driving consistent service quality. • Act as a resource for processes, procedures, and best practices. • Lead, mentor, and develop team members to reach their full potential. • Conduct monthly 1:1s and manage performance reviews (3-month, 6-month, annual). • Participate in hiring decisions and handle coaching or disciplinary actions when needed. • Manage schedules, time-off requests, and after-hours/on-call rotations. • Encourage knowledge sharing and support training of new team members. • Promote a solution-focused, collaborative team culture. • Monitor service desk trends, ticket patterns, and recurring issues. • Review customer satisfaction metrics and implement improvements. • Identify opportunities to streamline processes and increase efficiency. • Prioritize tasks effectively and manage time across competing demands. • Meet weekly with leadership to review performance and initiatives. • Represent the service desk in company-wide initiatives. • Support projects from planning to execution.

• Lead the intake process by clarifying requirements, gathering context, and translating problem statements into structured technical scopes. • Assess the potential ROI on incoming automation requests to ensure the team focuses on the highest-value opportunities. • Evaluate technical feasibility, system dependencies, and potential risks of proposed automations to support effective prioritization and planning. • Identify risks, edge cases, security concerns, and downstream impacts early and surface them as part of the discovery cycle. • Lead in-depth discovery sessions with stakeholders to understand existing processes, pain points, and constraints, through whiteboarding and shadowing sessions. • Rapidly absorb and model unfamiliar problem spaces, deconstructing ambiguous processes into clear workflow models and candidate automation designs. • Draw on patterns, prior experience, and instinct to propose, iterate, and refine flows in real time, co-creating solutions with stakeholders. • Facilitate conversations that challenge long-standing assumptions, help partners rethink crystallized processes, and build alignment on new ways of working. • Communicate trade-offs clearly and constructively, including when deterministic vs. agentic/AI-driven approaches are appropriate. • Translate requirements and process designs into detailed automation builds across platforms such as Tines, n8n, and API-driven workflows. • Integrate SaaS platforms using REST APIs, webhooks, event-driven triggers, and structured JSON payloads to create robust end-to-end workflows. • Build automations that adhere to security, reliability, observability, and governance standards, including identity and access controls, auditability, and change management expectations. • Iterate rapidly on prototypes, validating logic and refining flows to ensure stability, performance, and alignment with business rules. • Ensure all build artifacts (logic flows, decision models, error handling, and dependency maps) are well-documented and auditable. • Coordinate with Engineering when custom APIs or technical support is required for automation execution. • Collaborate with agentic/AI specialists when a solution calls for MCP-based or LLM-driven components, contributing requirements and integration logic rather than owning agentic framework development. • Perform structured UAT with stakeholders, incorporating feedback and ensuring readiness for deployment through formal change management processes. • Own the full lifecycle of automation deployments, including testing, launch, hypercare, tuning, and steady-state stabilization. • Maintain, optimize, and refactor automations as upstream systems evolve or new business requirements emerge. • Ensure automations are built to be inheritable and understandable, with documentation aligned to standards for long-term maintainability. • Monitor performance and troubleshoot issues, proactively implementing improvements that enhance reliability and reduce operational burden. • Partner with stakeholders across Omada, including P&C, Recruiting, Finance, Care Delivery, Support, Security, Compliance, and Engineering, to understand workflows, challenges, and downstream impacts. • Work closely with EPD (Engineering, Product, and Design) and Security teams on automation-related projects, ensuring alignment on technical dependencies, integration points, API behaviors, risk posture, system load, and system constraints. • Provide technical consultation on automation feasibility, integration complexity, and required process or policy adjustments, including when to favor deterministic workflows vs. agentic approaches. • Contribute to an "automation-as-a-service" model by building solutions that leverage reusable logic, consistent design patterns, and governed connectivity.

• The Level 1 Call Center Agent will be responsible to support customers from our 24x7 call center. • This person must provide exceptional call center support. • Customer Service and Communication skills are a must and critical to the success of this role. • Ticket/Issue Escalations for assigned call center • Accurately process and record call transactions using a computer and designated tracking software • Assist with last-minute coverage needs • Review customer’s information and determine the issue by evaluating and analyzing the symptoms • Deliver service and support to end-users, including via remote connection or over the Internet • Research required information using available resources • Follow standard processes and procedures • Follow up and make scheduled call backs to customers where necessary • Stay current with email, team chats, system information, changes, and updates • Follows proper escalation procedures as defined by management • Ensure customers receive prompt, accurate and courteous service

• Investigate and isolate root causes of issues within D365 to prevent future occurrences for clients. • Deliver a unique understanding of internal Microsoft resources to align expectations with client needs. • Analyze support issues and provide recommendations for customer’s Dynamics CRM/F&O and 365 environments. • Partner with client collaborators to translate business requirements into cloud solutions. • Review existing architecture and configuration plans. • Make recommendations for reducing time needed for successful deployments or migrations. • Direct business users on best practices for CRM/F&O, development, or integration processes. • Conduct root cause analysis and make recommendations for preventing recurrences. • Collaborate with the TAM to examine ticket trends. • Lead reactive troubleshooting or proactive service delivery.