• Responding to client specific inquiries through multiple channels including telephone and web correspondence. • Assisting participants with the information needed to make informed decisions • Completing transaction(s) related to the customer’s inquiry with limited supervision while meeting timeliness and accuracy standards • Explaining the appropriate participant forms and provides guidance on completion • Completing follow up and call backs in a timely manner and escalate as appropriate • Gathering information to keep customer profiles and accounts up to date • Providing great customer service.

• Processes pay and payroll taxes on time, accurately, and in compliance with government regulations • Enters and processes accurate biweekly multi-state payroll using HRIS system (currently ADP) • Inputs, sets up, executes, maintains, and reviews payroll processing system • Ensures compliance with federal, state, and local payroll, wage and hour laws • Customizes, sets up, and manages permissions, access, screens, reports for HRIS users • Collaborates with others to identify system improvements and enhancements • Facilitates audits by collecting and providing records and documentation to auditors

• Responsible for reviewing leased and owned property documents and maintaining critical location data • Review, abstract and perform quality control data audits of documents • Ensure proper document management for all leased, owned and associated documents • Review client invoices and confirm all calculations are correct • Conduct desktop audits of Year-End Common Area Maintenance (CAM), Insurance, and Real Estate Tax reconciliations • Manage the subtenant process including recording and collecting monthly rent • Communicate frequently with internal and external partners • Provide guidance and direction to other Portfolio Administration Coordinators and train new associates

• Lead the technical administration and governance of ServiceNow ecosystem • Manage and maintain the health of a complex, domain-separated ServiceNow instance • Architect and audit ACL rules and configurations focused on data security • Partner with diverse departments to interpret business needs and build customized workflows • Oversee the onboarding and offboarding technical processes for companies and end users • Lead the customization and implementation of core ITIL modules • Support software engineering with design, development, and implementation of API and email integrations • Design and implement SLA workflows • Create and maintain UI Actions and Business Rules • Configure and manage the Now Assist Admin Console to oversee AI skill usage • Use the Now Assist Skill Kit to customize and refine AI prompts • Enhance self-service by configuring AI Search and Generative AI-powered Virtual Agents • Maintain and optimize machine learning models for automated ticket categorization • Collaborate with data owners to ensure high-quality data in the CMDB and Knowledge Base