• Lead client-facing technical calls to guide providers through the onboarding process. Translate complex integration requirements into actionable project plans. • Design and build ordering and results workflows within Epic Aura/Ambulatory environments, ensuring seamless data exchange. • Deploy and manage integrations using FHIR APIs as the primary standard, with a deep understanding of HL7 for legacy fallback scenarios. • Act as the Tier 3 escalation point for critical production issues. Troubleshoot and resolve high-priority tickets within strict SLA timelines. • Lead User Acceptance Testing (UAT) sessions, validating that builds meet clinical requirements and technical specifications. • Maintain rigorous documentation discipline within **Jira**, ensuring all configurations, bugs, and project milestones are tracked with precision.

• Provide second‑level support for technical issues involving desktops, laptops, printers, mobile devices, software, and networks • Troubleshoot and resolve complex incidents, escalating when appropriate • Identify and resolve underlying problems affecting IT systems and services • Mentor and guide Level 1 analysts, assisting with incident resolution and skill development • Ensure timely and accurate resolution of all technical issues • Conduct follow‑up with customers or employees to support satisfaction and continuity • Continue building your technical skill set through training, certification, and self‑directed learning • Participate in special projects that enhance service delivery and IT operations

• Build trusted cross-functional relationships with Product, Commercial Legal, Billing Operations, Finance, and Sales; proactively identify opportunities for policy, process, and tooling improvements. • Partner with Sales to structure commercially sound deals by evaluating tradeoffs across price, term, volume, and risk, aligned with Twilio’s financial guardrails. • Lead financial modeling and evaluation of non-standard deal structures, ensuring alignment with margin targets, ARR goals, and long-term profitability. • Act as a trusted advisor throughout the sales cycle, guiding deal strategy and coaching Sales on pricing, terms, and contract structures. • Manage complex contracts and non-standard terms, including drafting and reviewing order forms in line with company policies. • Provide end-to-end quote-to-signature support, including CPQ quote creation, pricing and approval workflows, order form generation, and DocuSign execution. • Enforce approval frameworks and policies; manage escalations and exceptions for strategic deals. • Mentor and support Analysts (as designated), particularly on deal strategy, modeling, and contract structuring. • Contribute to the development and refinement of contract processes, documentation, and enablement materials to support scalable GTM execution.

• Establish a new process to perform regular and ad hoc reconciliations of client accounts, ensuring balances are accurate and supported by appropriate documentation. • Investigate, analyse, and resolve reconciliation breaks in a timely and methodical manner. • Process and review large volumes of financial data efficiently, maintaining a high level of accuracy and attention to detail. • Apply sound accounting principles to identify errors, inconsistencies, or unusual transactions. • Liaise closely with the PPG Finance team, using their background knowledge of client accounts to support issue resolution. • Build and maintain positive working relationships with internal stakeholders to facilitate effective communication and collaboration. • Prepare reconciliation reports, commentary, and supporting schedules for management review. • Support process improvements to enhance efficiency, controls, and data quality. • Ensure compliance with internal controls, accounting standards, and regulatory requirements.