• Attendance during the 21 week training period is required. • Determine and understand the coverage provided under a member's health plan • Efficiently use multiple systems and screens to obtain and record claim information • Review claims information to determine the nature of a member's illness or injury • Identify claim cost management opportunities and refer claims for follow up • Make claim payment decisions • Process claims accurately to enhance customer satisfaction and retention • Process claims within quality and production standards • Assist team members in support of achieving team, office, regional, and national goals

• Identify and list business problems (subdomains) based on scenarios and requirements. • Structure these problems into relevant business subdomains. • Define the Target (TO-BE) architecture that addresses the business problems and meets the requirements. • Model interoperability between functionalities, showing how the different system components communicate and exchange information. • Apply DDD tactical patterns in the design of microservices and other system components.

• Own day-to-day IT infrastructure operations across on-prem and cloud environments • Ensure high availability, performance, resiliency, and recoverability of critical systems • Lead incident response, root cause analysis, and continuous operational improvement • Oversee Windows Server, Active Directory, Microsoft 365, and identity infrastructure • Ensure secure configurations, access controls, and identity governance • Manage Azure Environments, including GCC and GCC High • Oversee server virtualization platforms supporting enterprise workloads • Ensure reliable operation of both Linux and Windows server environments • Partner with Information Security to implement secure architectures and compliance controls • Oversee Cisco-based enterprise network infrastructure • Ensure network reliability, performance, and capacity planning • Drive coordination for upgrades, maintenance, and vendor support • Lead infrastructure upgrades, patching, and technology lifecycle management • Reduce technical debt and improve system resilience and operational efficiency • Lead and develop the IT infrastructure and operations team • Drive accountability, execution, and operational excellence • Coach team members and foster a culture of reliability and ownership

• Lead the day-to-day operations of the centralized Help Desk COE supporting multiple managed services clients within a 24x7x365 operational support environment. • Ensure consistent delivery of Tier 1 support services across all supported institutions and customers. • Oversee intake, triage, escalation, and communication workflows for incidents, service requests, and operational support needs. • Ensure incidents and requests requiring advanced technical expertise are properly escalated to the appropriate higher-tier technical resources, operational support teams, or PMO processes as appropriate. • Monitor and manage support queues, call volumes, ticket flow, response times, service levels, staffing coverage, and after-hours operational support processes. • Develop staffing models, scheduling strategies, and workforce management practices to support continuous 24x7x365 operational coverage. • Act as a leadership escalation point for urgent, high-impact, or complex customer support situations. • Establish operational standards, procedures, workflows, and service delivery expectations. • Develop and maintain reporting dashboards, operational metrics, KPIs, and service performance measurements. • Drive operational maturity and process improvement initiatives aligned with ITSM and industry best practices. • Partner with leadership to support operational planning, growth strategies, and service scalability initiatives.