• Serve as the point of contact for incoming calls and emails from clients reporting IT incidents or requesting technical clarification • Monitor and respond promptly to incoming requests related to incidents on IT platforms that impact customers • Monitor systems and platforms, take action and escalate to 2nd-level support teams if any system or platform does not recover after first-level intervention • Assist in interactions between users and 3rd-level teams • Receive, log and manage IT tickets submitted via ticketing tool, phone or email • Keep the knowledge base up to date and control changes • Document and review monitoring and IT support procedures • Train Level 2 personnel on operational procedures and tools • Develop automation using Shell, PowerShell and Python scripts • Learn and apply Site Reliability Engineering (SRE) concepts to optimize and automate processes.

• Perform Epic-related consulting and administrative computer services for Nordic clients • Apply technical expertise to individual client system build in order to identify, troubleshoot, and resolve problems • Mentor client project teams as necessary in project and system build strategy • Track and document risks and issues • Analyze and document workflows • Work closely with project leadership, including documentation and facilitation • Work directly with Epic end users • Monitor workflows, provide documentation, and optimization suggestions • Lead meetings regarding project status and on-going work-product coordination

Role Description The Operations Analyst supports three core areas of the business: client operations, resale, and systems administration. Day-to-day, that means managing renewal pipelines, generating quotes, processing orders, maintaining Halo PSA, and maintaining the reports and documentation our teams rely on. This role is a great fit for someone who's highly organized, picks up new tools quickly, and wants broad exposure to how an MSP operates. This position reports directly to the VP, Client Operations. Key Responsibilities - Client Operations - Manage the full client renewal lifecycle: track key dates, coordinate outreach, draft renewal SOWs, and drive documents through to client signature. - Maintain structured notes, follow-up reminders, and process documentation to keep client-facing teams aligned and prepared. - Support time tracking validation and reporting to ensure accuracy for client billing and internal analysis. - Maintain Google Sheets to support forecasting, renewals, monthly invoicing, and operational insights. - Identify and document process improvements within Client Operations, making workflows more repeatable and scalable. - Hardware & Software Resale - Generate accurate hardware and software quotes using distributor portals (Ingram Micro, Pax8, and D&H) and vendor partner programs. - Process purchase orders and coordinate with vendors to ensure timely delivery; proactively update clients and internal stakeholders on order status. - Manage client software license renewals across platforms including Google, Microsoft, and Meraki. - Maintain detailed records of quotes, orders, and vendor agreements in Halo PSA and Google Drive. - Resolve order discrepancies and procurement inquiries efficiently and professionally. - Keep the team equipped with up-to-date product documentation, including vendor details, SKUs, key specs, manufacturer promotions, and end-of-life notices. - Systems Administration & Support - Support ongoing configuration, maintenance, and day-to-day upkeep of Halo PSA. - Help with data review and data pulls from existing tools and support transfer to Halo PSA, ensuring information is accurate, consistent, and readily available to support reporting and decision-making. Qualifications - Highly organized, detail-oriented, and reliable. - Able to manage multiple workstreams and shifting priorities without dropping the ball. - Clear, professional communicator. - Curious about how things work, with a genuine interest in process improvement and operational efficiency. - Strong Google Sheets skills: comfortable with data organization, tracking, and building clear reports. - Analytical thinker who's willing to develop familiarity with the technical products and solutions we sell. - Experience with CRMs, PSA tools, or other operational/documentation systems is a plus. Benefits - Remote work environment - Competitive pay - Healthcare packages contributed to by Personified - Optional 401K matched by Personified - Cell phone stipend - Annual learning & development stipend

• Analisar e especificar os requisitos junto ao time e cliente • Priorização de requisitos junto ao cliente • Desenvolver sistemas baseados em otimização matemática • Participar do processo de implantação das aplicações nos clientes