• Leads system requirements analysis and validation activities using established industry methodologies, ensuring requirements are complete, consistent, traceable, feasible, and conform to standards. • Builds and maintains deep knowledge of the business processes, capabilities, and services supported by the platform and applies that expertise to guide requirements definition, solution design and prioritization, collaborating with product stakeholders and revenue partners • Establishes, documents, implements, and continuously improves processes for system planning, requirements definition, and release planning. • Partners with customers, project managers, and revenue stakeholders to understand needs and present solutions that align with business and technical objectives. • Defines system and solution approaches based on experience, sound judgment, and creative problem solving. • Provides system development effort and cost estimates in support of ROI analysis and resource planning. • Produces and maintains initiative system documentation and platform system documentation. • Works with engineering teams to develop user stories, use cases, and delivery plans. • Creates and maintains technical documentation for use by engineering and operations teams. • Continuously expands understanding of business processes, platform capabilities, and supported services to improve solution quality, decision-making and stakeholder outcomes. • Troubleshoots and resolves issues in existing systems to improve reliability and performance. • Provides work breakdowns, schedules, and coordination for assigned initiatives. • Other duties as assigned.

• Leads system requirements analysis and validation activities using established industry methodologies, ensuring requirements are complete, consistent, traceable, feasible, and conform to standards. • Builds and maintains deep knowledge of the business processes, capabilities, and services supported by the platform and applies that expertise to guide requirements definition, solution design and prioritization, collaborating with product stakeholders and revenue partners. • Establishes, documents, implements, and continuously improves processes for system planning, requirements definition, and release planning. • Partners with customers, project managers, and revenue stakeholders to understand needs and present solutions that align with business and technical objectives. • Defines system and solution approaches based on experience, sound judgment, and creative problem solving. • Provides system development effort and cost estimates in support of ROI analysis and resource planning. • Produces and maintains initiative system documentation and platform system documentation. • Works with engineering teams to develop user stories, use cases, and delivery plans. • Creates and maintains technical documentation for use by engineering and operations teams. • Continuously expands understanding of business processes, platform capabilities, and supported services to improve solution quality, decision-making and stakeholder outcomes. • Troubleshoots and resolves issues in existing systems to improve reliability and performance. • Provides work breakdowns, schedules, and coordination for assigned initiatives. • Other duties as assigned.

• Leads system requirements analysis and validation activities using established industry methodologies, ensuring requirements are complete, consistent, traceable, feasible, and conform to standards. • Builds and maintains deep knowledge of the business processes, capabilities, and services supported by the platform and applies that expertise to guide requirements definition, solution design and prioritization, collaborating with product stakeholders and revenue partners • Establishes, documents, implements, and continuously improves processes for system planning, requirements definition, and release planning. • Partners with customers, project managers, and revenue stakeholders to understand needs and present solutions that align with business and technical objectives. • Defines system and solution approaches based on experience, sound judgment, and creative problem solving. • Provides system development effort and cost estimates in support of ROI analysis and resource planning. • Produces and maintains initiative system documentation and platform system documentation. • Works with engineering teams to develop user stories, use cases, and delivery plans. • Creates and maintains technical documentation for use by engineering and operations teams. • Continuously expands understanding of business processes, platform capabilities, and supported services to improve solution quality, decision-making and stakeholder outcomes. • Troubleshoots and resolves issues in existing systems to improve reliability and performance. • Provides work breakdowns, schedules, and coordination for assigned initiatives. • Other duties as assigned.

• Serve as the primary point of contact for IT support requests from both onsite and remote employees. • Manage incidents and service requests through ticketing systems (e.g., ServiceNow, JIRA) including logging, triaging, tracking, and resolving issues. • Provide hands-on support for video conferencing tools (e.g., Zoom), printers, and general office IT infrastructure. • Escalate complex issues to senior engineers, ensuring timely follow-up and resolution. • Deploy, configure, troubleshoot, and decommission macOS and Windows laptops/desktops. • Handle all aspects of employee onboarding and offboarding, including hardware/software provisioning and access rights management. • Administer endpoint and SaaS applications, manage license allocations, and troubleshoot access/performance issues. • Support SaaS platforms including Okta, Google Workspace, Microsoft 365, Slack, and Zoom. • Maintain and update IT documentation (troubleshooting guides, SOPs, best practices) using Confluence and Google Drive. • Actively participate in automation, AI enablement, and operational excellence initiatives designed to reduce manual effort and improve delivery. • Identify repetitive support workflows and partner to automate manual processes. • Contribute to ServiceNow workflow improvements, self-service capabilities, and service catalog enhancements. • Develop and maintain knowledge base content that improves ticket deflection and employee self-service adoption. • Analyze support trends and recommend improvements to reduce recurring issues and improve the employee experience. • Support implementation and testing of automation initiatives across onboarding, access management, and employee lifecycle flows.