• Support clients on a full-time basis as part of a premier Managed Services Provider • Troubleshoot and resolve technical issues across Microsoft environments • Provide proactive system maintenance including backup solutions • Document outcomes and own incidents end-to-end

• Translate business requirements into technical requirements and ensure all system requirements adequately reflect defined business processes and fully support all components of the functional business requirements • Communicate requirements and collaborate with developers, QA analysts, and other project team members to implement or enhance systems • Represent Rising in client and partner meetings for system implementations • Develop a subject matter expertise on one or more aspects of integrations between company and external systems and/or internal systems • Assist with production support - investigate issues, root cause analysis, report and communicate detailed findings when necessary • Develop use cases and process/data flow diagrams • Support the creation and/or create test plans and relevant training materials • Conduct reviews of systems and identify enhancements that support company strategies and affect key performance indicators • Conduct training for other Professional Services team members for subject matter knowledge transfers

• Manages and develops architecture for Emory Enterprise messaging systems, directory integration, and related systems and services. • Ensures e-mail user functionality on campus and in remote locations globally. • Provides messaging expertise and leadership to users and team members and researches and studies new technologies and trends for recommending enterprise improvements and advancements. • Acts as a messaging subject matter expert for users, the Service Desk and senior management to explain technologies and functionality and to diagnose and solve problems. • Develops and manages vendor relationships to ensure positive and functionality interaction and to maximize vendor relationship value for the enterprise. • Designs and integrates messaging infrastructure to meet Emory's enterprise needs and requirements. • Documents messaging infrastructure to maintain best practices, hand off knowledge and to provide support. • Acts as a vendor product liaison to review and evaluate performance metrics, maintain integrity and to contain costs. • Performs maintenance to maintain messaging applications and to ensure operating system (OS) and hardware operability. • Maintains directory integration and performs provisioning to ensure active directory functionality. • Develops messaging processes and procedures to provide guidance for maintaining applications consistency and quality control. • Develops messaging skills to provide leadership for mentoring messaging team members. • Maintains change process consistency to ensure thoroughness, validate accuracy and control of internal changes. • Participates in vendor programs to maintain knowledge and to learn developing messaging technologies for advancing the Emory e-mail enterprise. • Develops plans for integration of messaging applications to ensure successful integrations and enterprise interoperability. • Performs applications and vendor systems testing to ensure application functionality and enterprise interoperability. • Analyzes problem trends to identify sources of frequent and common customer issues. • Acts as Tier IV-level support to provide messaging problems resolution expertise. • Performs advanced troubleshooting and analysis to diagnose and repair internal and integrated messaging systems and services. • Performs related responsibilities as assigned.

• Lead teams in building new web solutions/platforms and enhancements, working closely with requirements analysts, testers, and the customer in an agile development practice • Develop functional and technical specifications from business requirements • Help create project estimates and plans. • Represent engineering team in project meetings and solution discussions • Ensure application quality and adherence to performance requirements • Responsible for documentation, code reuse, re-factoring and design patterns standards compliance • Ensure of internally developed applications are built with high standards of availability, scalability, and extensibility • Work closely with an experienced staff comprising both Synchrony resources and many vendor technical engineers • Help define measurable goals for the team • Communicate the status of build projects and other initiatives to stakeholders and leadership • Keep abreast of emerging technologies while maintaining proficiency in existing technologies