• Support our Japan sales teams to ensure quotes are processed in a timely, efficient, and accurate manner • Ensure sales teams are compliant with internal policies, directly partnering with cross functional teams • Understand end-to-end processes across the deal flow process including roles and responsibilities of cross-functional support teams • Meet Service Level Agreements and KPI’s for deal flow processing • Serve as a trusted advisor to sales for all topics regarding quoting, discounting, pricing, commercial terms, and approvals • Effectively run profitability analysis on deals and communicate results to sales

• Profile and understand the large amounts of Epic source data in Chronicles. • Gather requirements from business and clinical stakeholders and translate into a registry and/or analytics solution. • Build registries and associated components (i.e., rules, metrics, groupers, flowsheets, BPAs, Workbench reports, Radar dashboards, etc.). • Work within the Epic build process (TXT and Hyperspace) and other department approved configuration tools as needed. • Provide ad-hoc level data analysis support to the team and external customers as needed. • Recognized as a subject matter expert for Healthy Planet and maintain advanced knowledge of operational workflows that are supported by the application • Provide day-to-day support and mentoring to end users who interact with the registries and/or any associated component. • Must be comfortable working in a fast-paced, flexible environment, and take the initiative to learn new tools quickly. • Maintain good working relationship with peers, superiors, and application users. • Performs other duties as assigned or as necessary.

Role Description The Analyst, Customer relations desk, provides front-line (non-technical) customer support to NetWitness internal and external customers. This role acts as a critical coordination point between customers and internal support teams, ensuring timely issue resolution, excellent service levels, and effective escalation management. Key Responsibilities - Provide front-end, non-technical support to NetWitness internal and external customers - Handle customer inquiries via calls and email in accordance with established support procedures - Identify customer requests and create, research, update, and manage technical and administrative service requests - Route service requests to the appropriate product support teams - Perform primary troubleshooting related to the NetWitness Community Portal and escalate issues when required - Manage an assigned case workload, including prioritization, expectation-setting, and customer communication - Interface with global support teams, Customer Success Managers, Project Managers, Escalation Managers, CAMs, COMs, and Sales teams - Recognize service-impacting incidents or outages and initiate escalation processes to maintain service levels - Follow and implement global support escalation procedures - Collaborate with peers to identify opportunities for continuous improvement initiatives - Perform additional duties as required - Shift-based schedule covering 24x7 operations, including weekends and holidays Qualifications - 0–2 years of relevant professional experience - Fluency in English (spoken and written) - Excellent verbal and written communication skills - Strong interpersonal and customer service skills - Strong organizational and multitasking abilities - Ability to work effectively in a high-pressure environment - Detail-oriented with strong follow-up skills - Flexible and adaptable to change - Strong computer literacy - Understanding of social media applications - Conflict management and negotiation skills - Eagerness to learn and grow Requirements - Second language is a plus (French, Japanese, German, Spanish, Portuguese, or Italian)

• Leverage Power BI to transform complex system data into clear, actionable insights • Develop and maintain both functional and non-functional requirements • Collaborate closely with stakeholders to interpret requirements and provide meaningful data insights • Investigate defects to identify underlying causes and recommend effective solutions