• Responds to help desk requests efficiently, thoroughly, and timely. • Completes all user management activities, including new user setup, terminated user shutdown, workstation maintenance and setup, phone user maintenance, and access changes. • Documents all changes and takes accountability for these changes. • Completes hardware management activities, including equipment ordering, inventory, tracking, installation, troubleshooting, and maintenance. • Manages application of software updates, performs daily maintenance on current systems. • Assists with regulatory compliance projects and documentation as needed.

• Act as a liaison between the business/end users and IT systems development teams • Translate business requirements into technical artifacts • Create clear technical designs • Write high-quality code • Participate in code reviews and provide constructive feedback • Debug, troubleshoot, and resolve issues across application and database layers • Write, optimize, and maintain T-SQL queries • Develop server applications using programming languages • Provide leadership and coaching to junior engineers

• The Technical Analyst work involves acting as a liaison between the business/end users and IT systems development teams for business needs requiring technical solutions. • Translating business requirements into technical artifacts. • Creating clear and easy to understand technical designs, making sure they fit the system’s architecture and can scale as needed. • Writes high-quality code that is clean, logically correct, well-tested, and well-organized, and delivered on time. • Participate in code reviews, providing and incorporating constructive feedback to maintain code quality and consistency • Debug, troubleshoot, and resolve issues across application and database layers • Write, optimize, and maintain T-SQL queries, stored procedures, functions, and views in Microsoft SQL Server • Making recommendations for solutions or improvements to business processes that can be accomplished through new technology or alternative uses of existing technology • Develops server applications using programming languages like Java, C#, C++, etc. • Provide leadership, coaching, and task delegation to junior and mid-level engineers to support skill development and ensure delivery of high-quality work. • Conduct thorough code reviews and assess spike documentation to uphold technical standards, architectural alignment, and best practices. • Design and implement complex, scalable, and maintainable software components in accordance with established architectural guidelines. • Develop comprehensive technical designs and specifications that support both functional and non-functional requirements. • Assist developers in diagnosing and resolving technical challenges, offering expertise to remove blockers and enhance overall solution quality. • Mentor engineers in technical growth and career development, helping them create structured and actionable development roadmaps. • Partner with Product Owners during PI Planning and Sprint Planning to refine requirements, estimate effort, and align technical deliverables with business priorities.

• Providing Tier 1 through Tier 3 help desk support for both internal CMS users and external State Medicaid Agency (SMA) users of the MESH platform, including triage, troubleshooting, escalation, and resolution • Receiving, logging, and managing support tickets in CMS ServiceNow and Jira, ensuring complete and accurate documentation of issues, root cause, and resolution steps • Diagnosing functional and technical issues across the Salesforce-based MESH platform, integrations (T-MSIS, MBES/MacFin, Microsoft 365, CMS DataConnect), and supporting CMS enterprise tools (IDM/Okta, EUA, GitHub, Box) • Walking users through configuration, navigation, submission workflows, and report features; producing clear written and verbal guidance suited to varying levels of technical familiarity • Monitoring system status, alerts, and tickets during after-hours and extended-hours coverage windows that span all U.S. continental time zones, Alaska, Hawaii-Aleutian, Guam, CNMI, American Samoa, Puerto Rico, and the U.S. Virgin Islands • Following documented Service Level Agreements (SLAs) for response and resolution, including expedited handling of priority incidents that affect production stability, user access, or critical workflows • Coordinating with development, QA, security, and DevOps teams to escalate complex issues, capture diagnostic information, and validate fixes prior to closure • Supporting scheduled maintenance windows that fall outside standard Eastern-time business hours and communicating planned outages and changes to affected users • Maintaining and improving the MESH knowledge base, including FAQs, Quick Reference Guides (QRGs), troubleshooting articles, and policy/process guidance, in accordance with CMS approval workflows • Identifying recurring issues and trends from ticket data and recommending automation, process, or training improvements to reduce ticket volume and improve user satisfaction • Supporting onboarding of new users, including walk-throughs of access provisioning, MESH navigation, and submission/reporting workflows; conducting training sessions and producing 508-compliant training materials • Producing weekly, monthly, and quarterly metrics on ticket volume, response and resolution times, user satisfaction, and trends for inclusion in CMS operational reports • Ensuring all support interactions and ticket data handling align with CMS privacy, data retention, accessibility (Section 508), and security requirements, including audit trails for all actions