• Respond promptly to customer inquiries via phone, email, and chat with technical expertise and professionalism. • Troubleshoot and resolve technical issues related to Lucidya’s platform. • Guide customers through product features, usage best practices, and configuration settings to maximize value. • Document and escalate complex technical problems to development or engineering teams for deeper investigation. • Maintain detailed records of customer interactions, issues, and resolutions in CRM systems. • Collaborate with product, engineering, and QA teams to communicate customer feedback and advocate for product improvements. • Contribute to the development and maintenance of support documentation, FAQs, and knowledge bases. • Stay up-to-date with product updates, features, and industry trends to provide accurate and helpful guidance.

Under the supervision of the Director, Enterprise Applications, the IT Applications Specialist III – HRIS provides support of business-critical human resource applications, software, and architecture in the development, UAT and productions environments, and manage project activities for InnovAge and its affiliates. Essential Functions and Work Responsibilities Functional Category: Application and business user support, process improvement work, lead role activities, documentation, policy/procedure compliance, some project management activities Estimated Percent of time Spent – 100% General Requirements for Application Support Position - Installs applications in the development and system test environments for Development and UAT testing. - Performs system administration by writing utilities and monitoring information technology services. - Provides technical support and maintenance of installed applications software. Tier II and Enterprise level - Assists with implementation, configuration and testing of new product versions with end users. - Interacts with end users and software vendors in order to troubleshoot installation and implementation issues. - Develops and maintains detailed technical knowledge of the specifications, operation, and diagnostic of products. - Organizes, produces, and reports on the progress of ongoing testing, trials, and evaluation of new products and services. - Conducts orientation to new users regarding applications of software. - Functions as a key point of user contact and customer service for business systems and is accountable for user satisfaction. - Assists in the execution of large and small IT projects. - Actively supports applications system and collaborates with Service Desk team to resolve problems and incidents. - Acts in a Lead role for the Application support team. Help team tactically execute day-to-day responsibilities and assists where needed. - Supports mobile devices. Travel Requirements Travel - Less than 5% Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. REQUIRED Education - Bachelor’s degree in Computer Science, Information Systems Management, Accounting/Finance, Engineering or a related field from an accredited college/university Work Experience and Qualifications - Minimum of 8 years of experience providing applications support, systems integration and system administration - Experience in supporting business related systems. - Experience with and understanding relational databases, Active Directory and Microsoft Office Suite. - Understanding of Human Resources principles depending on role. - Understanding of IT General Controls and how to operate within said controls - Experience with Tier II and Enterprise level systems - Ability to analyze situations/problems and determine a plan on how to address without a playbook using strong critical thinking skills - Strong understanding of business/operational transactions and process flow as it relates to various types of Business Systems and related transactions. - Install and configure application components. Tier II and Enterprise level systems. - Troubleshoot and resolve day to day user issues including suspended transactions, End user issues, system performance, etc. - Critical thinking skills are a requirement as this position will also fulfill lead related duties and assist the team with execution of responsibilities. - Current knowledge in light programming/scripting (Powershell, VB, TSQL, etc) - Experienced in identifying problems, gathering data, assembling requirements, and recommending solutions. - Skilled at prioritizing and being able to work under the pressure of multiple demands while meeting/exceeding deadlines - Experience with supporting databases, specifically SQL Server, SSRS, and SSIS. - Experience working in a team-oriented and collaborative environment. Other Knowledge Skills and Abilities Required - Organizational and conflict resolution skills - Exceptional Written and verbal communication skills - Strong critical/analytical thinking skills. - Strong business acumen and customer service attitude - Excellent managerial and supervisory skills - Ability to consistently deliver on deadlines, on time and within budget - Excellent analytical and problem-solving skills - Financial skills and ability to analyze financial data - High tolerance of ambiguity - Mindset of “value creation” (as opposed to task completion) InnovAge is dedicated to empowering seniors to live independently, allowing them to age in their own homes and communities safely. InnovAge offers an alternative to nursing homes through its Program of All-inclusive Care for the Elderly (PACE), which provides enrolled seniors with customized healthcare and social support at PACE Adult Day Health Centers. These centers are staffed by medical professionals who are committed to creating personalized care plans for each participant. At InnovAge, our team members are our greatest asset and have a significant impact on the lives of our participants every day. When you join InnovAge, you'll work alongside talented, respectful, and passionate colleagues within a patient-centered care model. InnovAge is committed to equal opportunity and affirmative action, and we strive to create a diverse and inclusive workplace. We consider all qualified candidates for employment without discrimination based on race, color, religion, sex, sexual orientation, gender identity/expression, national origin, disability, protected veteran status, pregnancy, or any other protected status. Salaries are determined by various factors such as qualifications, experience, and location, and do not include potential bonuses or benefits. Our extensive benefits package includes medical/dental/vision insurance, short and long-term disability, life insurance and AD&D, supplemental life insurance, flexible spending accounts, 401(k) savings, paid time off, and company-paid holidays. Applicants are considered until the position is filled. $86,800-$112,900 Compensation Disclaimer The pay may vary depending on job related factors, such as work location, experience, knowledge, skills, education, certifications, training and internal equity. InnovAge offers a comprehensive benefits package, which includes medical, dental, vision, 401(k) plan with company match, short and long-term disability, life insurance, supplemental life insurance, ADD, flexible spending account, paid time off and company paid holidays. Attention Florida Applicants This position requires a background screening through the Florida Care Provider Background Screening Clearinghouse. For more information, please visit the Clearinghouse Education and Awareness website: https://info.flclearinghouse.com Agency Disclaimer InnovAge will not accept unsolicited resumes from search firms for this employment opportunity. Regardless of past practices, all candidates/resumes submitted by search firms to InnovAge by any means without a valid written search agreement in place for that position will be deemed the property of InnovAge and no fee will be paid in the event such candidate is hired by InnovAge.

• Develop and execute a forward-looking ERP strategy aligned with business objectives. • Lead and mentor a team of ERP professionals to ensure high performance and accountability. • Oversee ERP system upgrades, customizations, and integrations with other business systems. • Ensure data consistency and operational efficiency across platforms. • Continuously assess and optimize ERP performance and user experience. • Design and deliver training programs for end-users. • Provide hands-on support and issue resolution to maintain system reliability. • Establish and promote ERP best practices across the organization. • Manage vendor relationships, negotiate contracts, and monitor service levels. • Collaborate cross-functionally to ensure ERP solutions integrate seamlessly with business processes. • Evaluate emerging technologies to enhance ERP capabilities and maintain a competitive advantage.

Bilingual Support Specialist Under the direction of the Operations Services Manager, the Bilingual Support Specialist will manage first-level incoming requests from Merchants, and Integrated Software Vendors needing customer/technical assistance with terminals, NMI payment applications, and monthly statements/deposit reconciliation. This role will include working across multiple departments in order to achieve and provide class A service to our merchants and/or partners. Strong focus on the overall merchant experience. Bi-lingual English/Spanish is required for this position. We support our clients with their accounts and processing services through email and inbound phone calls. The department documents all technical and customer support inquiries and issues for tracking purposes. Essential Functions: - Handles complex inbound and outbound requests, servicing a broader customer service base; selects and explains the best solution to solve technical support inquiries - Provides exceptional service utilizing available resources and tools - Documents every client service inquiry and issue for tracking purposes - Communicate operational concerns to clients with a clear timeline for resolution - Identify and communicate trends across the department - Maintains in-depth knowledge of all products and services to effectively address client concerns - Use problem-solving skills and work with internal and external resources to analyze data and determine the root causes of issues - Resolve complex product and service inquiries or fulfill second-level service requests, including adjustments; select corrective processing execution method or explain the best solution to resolve all client requests; escalate as appropriate - Meets performance expectations by achieving established goals and objectives such as quality and productivity measures - Conduct basic training on products and services as needed for incoming peers - Contributes to team effort by growing as a lead for complex client service inquiries and departmental objectives Knowledge, Skills, and Abilities: - Proficient understanding of the credit card and payment solutions industries a plus - Impeccable communication skills necessary, both verbal and written - Adhere to both written and verbal processes - Ability to work in an evolving environment - Ability to articulate technical information to non-technical clients - Ability to learn quickly - Creative problem-solving skills - Extremely organized - Ability to multi-task - Computer and Internet literate “Tech savvy” - Ability to adhere to attendance policy Qualifications: - High School Diploma or equivalent - College experience preferred - 4+ Year(s) Customer Service-related Experience - 2+ Year(s) Call Center Service-related Experience What we offer: - $20-25/hr - A remote first culture - Annual bonus scheme (dependent on company + individual performance) - Flex PTO - Health, Dental and Vision Insurance - 13 Paid Holidays - Company volunteer days - Salary $41,000—$52,000 USD