• Vertalen van klantdocumentatie naar Relatics: het importeren en structureren van documenten, eisen en vraag- en antwoordlijsten van de opdrachtgever in de Relatics-omgeving, zodat ze bruikbaar zijn binnen het project. • Inrichten en beheren van de Relatics-database: zorgen dat het Relatics-systeem goed is ingericht, functioneert en actueel blijft gedurende het project. Waar nodig maak je project specifieke toevoegingen op deze database. • Bewaken van projectinformatie en voortgang: je houdt actief grip op de benodigde informatie, stemt af met projectleden en zorgt dat alle input voor verificatie tijdig en volledig beschikbaar is om betrouwbare rapportages aan de klant te kunnen opleveren. • Uitvoeren van analyses en signaleren van impact: je voert analyses uit op eisen, documenten en tenderantwoorden, en beoordeelt de impact daarvan op het project en de te leveren producten. • Opleveren van verificatierapportages aan de klant: zodra alle informatie compleet is, genereer je overzichtelijke verificatierapporten met bijbehorende documenten om aan te tonen dat aan de klant- en projecteisen is voldaan.

Role Description This role provides first-contact remote technical support for network, server, and end-user systems. As the first point of contact for clients, you will be responsible for accurately creating and updating support tickets and coordinating communication with engineers when assistance is available. - Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout the resolution process. - Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents and accurately documenting all actions in Thrive’s tools. - Perform rapid analysis of workstation-level incidents, identifying root causes and applying appropriate troubleshooting methodology. - Ask clarifying questions to fully understand client concerns and escalate issues to engineers when required due to time, complexity, or skill level. - Manage the daily prioritization, coding, and routing of service incidents and requests. - Follow Thrive's established best practices for task management. - Set and manage client expectations throughout the troubleshooting process, maintaining a focus on both prompt resolution and world-class customer service. - Develop a strong understanding of Thrive products and their integration into client environments to ensure efficient and effective issue resolution. - Work with and document diverse client computing environments, including unfamiliar workstation, server, and network configurations, to determine the fastest path to resolution. Qualifications - 2–3 years of IT support experience in a help desk or service desk environment; MSP experience preferred. - Experience with ticketing systems (e.g., ServiceNow), remote support tools (e.g., Kaseya, Ninja), and RMM platforms. - Proficiency supporting Windows 10/11, macOS fundamentals, Microsoft 365 (Outlook, Teams, OneDrive), and common line-of-business applications, including Office and Outlook configuration. - Working knowledge of Active Directory/Entra, mobile device configuration and troubleshooting, workstation hardware, printers, and peripherals. - Basic networking knowledge, including TCP/IP, DNS, and DHCP. - Strong customer service focus with the ability to clearly communicate technical concepts to non-technical users. - Excellent written and verbal communication, documentation, and time-management skills. - Ability to work independently and collaboratively in a team environment. - Availability to work after hours or participate in on-call rotations as required. Preferred Certifications - CompTIA A+ - CompTIA Network+ - Microsoft 365 Fundamentals (MS-900) - ITIL Foundation (v4)

• Serve as the subject matter expert on Content and Template management systems. • Create, update, and manage templates. • Translate business, user, and clinical needs into clear product requirements. • Produce deliverables such as flow diagrams, data models, and prototypes. • Specify, prioritize and communicate high level and detailed requirements. • Evangelize products across the organization and drive requirements elaboration. • Build confidence with business partners and collaborate with teams. • Aid in creation and communication to stakeholders of product roadmap and delivery schedules. • Incorporate a focus on quality into product design. • Solicit customer feedback and funnel new requirements back into software development. • Own and prioritize a feature backlog.

• Provide technical leadership for the deployment of a new Digital CORE - Product Lifecycle Management (PLM) system across all GEHC Segments • Define and manage system-level requirements, aligning cross-segment teams to ensure business and technical needs are captured • Develop integration and test plans, resolving technical conflicts through expert guidance • Create efficient new standard processes while maximizing off-the-shelf capabilities of the future PLM tool • Collaborate with engineering, IT, product management, operations, and executive leadership to define requirements, manage conflicts, and drive consensus • Lead workshops to map current and future-state processes, ensuring PLM workflows reflect standardized practices across functions • Lead transformation of CAD integration and data management within PLM to eliminate manual handoffs • Drive item management and BOM transformation for EBOM–MBOM alignment • Lead the development and capture of standardized work processes across existing PLM system functional areas leveraging pre-existing PLM capabilities • Develop integration plans for connecting the PLM system with other enterprise platforms (e.g., ERP, CAD, MES)