• Lead and coordinate enterprise Release Management activities across multiple technology teams, portfolios, and initiatives • Establish and align structured Release Management processes with ITIL best practices • Facilitate release readiness reviews, risk and dependency assessments, and Go/No-Go decision processes • Maintain enterprise release calendars, deployment schedules, and maintenance windows • Ensure alignment with Change Management governance and ITIL operational disciplines • Partner with Engineering, Infrastructure, Product, and Operations teams to coordinate release planning and implementation • Identify risks, dependencies, and potential deployment conflicts across initiatives and value streams • Provide clear communication and reporting on release readiness, risks, and outcomes to stakeholders and leadership

• Serves as first point of contact for users seeking assistance with underwriting management, policy administration and rating platforms • Researches and answers inquiries, including moderately complex inquiries, from all levels of underwriting and rating team members as they related to general operation of the underwriting and policy systems, business procedures, system speed, outages and system documentation • Assists front line users/departments in their completion of policy transactions by analyzing the error, reviewing the detailed policy information, formulating a response on how to address the issue • Assists and performs troubleshooting through diagnostic techniques and pertinent questions • Creates and updates online help documents for underwriting management and policy systems as assigned • Assists in User Acceptance Testing (UAT) for assigned systems and features • Reviews the screen documentation to ensure that it matches the production screen functionality • Records, monitors, and reports on the progress of application changes and enhancements requests as a result of a help desk inquiry

• Own the daily helpdesk ticket queue, triaging and resolving issues across hardware, software, and access requests within established SLAs • Troubleshoot endpoint issues on macOS and Windows devices for fully remote employees, escalating complex problems to senior IT staff when appropriate • Administer core SaaS platforms (Google Workspace, Slack, Zoom, and similar tools), including user provisioning, license management, and group permissions • Manage employee onboarding and offboarding end-to-end, including hardware shipping, account creation, access provisioning, and timely deprovisioning • Configure and maintain endpoints through MDM platforms (Intune, or equivalent), ensuring devices remain compliant with security policies • Support identity and access management workflows in Okta (or equivalent SSO/IdP), including SSO integrations, MFA enforcement, and group-based access • Maintain an accurate hardware and software asset inventory, tracking devices throughout their lifecycle from procurement to retirement • Develop clear documentation, runbooks, and self-service resources that empower employees and reduce repeat tickets • Engage with employees through chat, video, and ticketing channels to deliver a responsive, white-glove support experience across multiple time zones • Partner with Security, People Operations, and senior IT teammates on larger initiatives, audits, and tooling rollouts

• Assess business needs for migrating and reengineering existing SharePoint solutions and applications into designated environments. • Provide enterprise/system architecture guidance on IT solutions, data management, business alignment, and strategy. • Integrate shared microservices as part of modernization initiatives. • Create prototypes or samples for user review as part of modernization planning. • Develop and enhance data architecture strategies, frameworks, and roadmaps aligned with federal policies. • Provide guidelines for architecture and cloud usage and implement architecture governance. • Include long-term architecture and cloud solutions when meeting business needs. • Advance new ideas and evaluate object/data models to improve data access and management. • Evaluate computing environments related to data architecture and cloud solutions and produce technical reports. • Provide SharePoint solutions to meet program requirements. • Submit bi-weekly performance reports detailing tasks, issues, solutions, and dates. • Provide architecture design, configuration, administration, and functional support to enhance Microsoft 365 capabilities. • Identify opportunities to leverage the Microsoft Power Platform for business process improvement.