• Executes day-to-day operational functions of critical incident management services providing continuous 24x7x365 monitoring, coordination, and incident handling. • Performs real-time monitoring, incident declaration, severity assessment using approved SOPs, incident bridge initiation and management, and stakeholder notification throughout the incident lifecycle. • Coordinates restoration activities across technical teams, vendors, and federal stakeholders while maintaining situational awareness of enterprise conditions. • Responsible for accurate and timely documentation, standardized tracking and reporting in approved systems, execution of escalation procedures, and direct support to root-cause analysis and post-incident reviews. • Enables continuous refinement of incident criteria, identification of recurring and systemic issues, and proactive remediation of major technical deficiencies.

• Provide support via phone and ticketing system, gathering and documenting all relevant issue details • Troubleshoot software-related issues and resolve cases based on runbooks, policies, and procedures • Assess, triage, and route cases to appropriate teams; escalate based on severity when needed • Ensure clear communication with customers and internal teams while meeting SLA targets • Handle critical cases, maintain low escalation rates, and ensure high call responsiveness • Collaborate with internal/external stakeholders and contribute to documentation and Tier 1 service improvements; maintain high CSAT

• Prepare, verify, and carry out invoicing via electronic processing and reporting activities for an assigned portfolio of accounts • Contribute to contract management activities, taking responsibility for deliverables and working collaboratively • Balance and maintain client relationships • Reconcile accounts and investigate discrepancies • Keep abreast of contract progression concerning invoicing units • Interact closely with the Revenue team to ensure timely billing and investigate discrepancies on assigned clients • Negotiate directly with assigned sites on all site related contracting items including clinical trial agreements, budgets, payment terms, ancillary agreements and amendments • Partner with internal Study Startup team, CROs, Clinical Operations teams, and TAU partners to improve overall SB&C metrics and deliver processes • Ensure standards are applied to the SB&C processes across projects • Leverage leading industry tools and data sources to provide budget and contract feedback aligned with parameters and fair market value guidance • Promptly recognize and improve potential delays and escalate to appropriate team members • Track all actions and negotiations to ensure timelines are achieved for studies and sites assigned • Support resolving escalated issues identified by the site activation sub-team in partnership with the internal Study Startup team

• Review of study protocols and investigating testing requirements • Assist in facilitating the timely response for proposals • Coordinate testing methods with partners for study support • Act as a link between the laboratory and other departments • Provide subject matter expertise within the team • Support with escalations and assist with team member training • Maintain relationships between ACM and referral laboratories • Provide scientific/technical information for client RFP’s and RFI’s • Alert leadership to any issues during the trial lifecycle • Assist in development and updates to templates and tools