• Monitorar diariamente a fila de chamados e realizar os atendimentos conforme SLA e prioridades. • Garantir que todas as solicitações sejam atendidas dentro do SLA, evitando escalonamentos. • Atuar como o primeiro filtro de segurança, conferindo se o chamado possui todas as informações necessárias e se a aprovação do gestor responsável está anexada corretamente antes de executar a liberação. • Interagir com os solicitantes para corrigir chamados abertos incorretamente ou com falta de informações, orientando o usuário sobre o processo correto. • Atender incidentes fazendo a análise necessária para corrigir o problema, participar de salas de WarRom quando necessário e apoiar os times de primeiro nível e demais stakeholders. • Participar do fluxo de admissão, garantindo que o processo está ocorrendo conforme o esperado, atuando em casos de falhas e também na melhoria continua do processo. • Acompanhar o fluxo de movimentação interna, garantindo que a política está sendo aplicada, principalmente na revogação de acessos para os casos elegíveis. • Executar com prioridade máxima os desligamentos e processo de guardrail, inativando contas, principalmente em sistemas legados para garantir a segurança da empresa. • Criar e manter atualizada toda a documentação de Gestão de Acessos (Normas, políticas, processos, procedimentos e etc). • Execução de controles de auditoria e recertificação de acessos. Será responsável por extrair relatórios, coletar IPEs, montar relatórios de recertificação de acessos e fazer a governança de todo o processo. • Eventualmente, desenvolvimento de pequenas automações que ajudem no operacional do dia-a-dia.

• Responsible for developing high impact improvement plans • Supports and assists Enterprise Service Assurance and Service Delivery teams • Partners effectively with cross-functional stakeholders to drive alignment and outcomes • Researches and analyzes diversified data to draw valid conclusions • Performs complex modeling to support forecasting, performance, and optimization • Leads regular senior-level reviews of workforce models, assumptions and performance drivers • Independently leads highly complex, in-depth analytical projects with minimal supervision

• Support the creation of Estimates At Complete (EACs) on a quarterly basis including costs, risks and opportunities for Factories and at the Program / Product Line level. • Provide cost, schedule and funding planning, reporting, monitoring, and analysis support to OSC leaders, leadership teams, and management using standard company tools and processes. • Prepare program financial forecasts, monitor actual costs, and explain variances to plans and forecasts. • Manage cost accumulation methods for direct labor including discrete charging and allocation pool charging. • Provide cost reduction project support and leadership based on manufacturing and functional expertise and experiences • Support the preparation of cost estimates for new business proposals and assist Estimating and Program Analysts in developing rationale for basis of estimates. • Support Factory and Program activities in the business management role including being a key participant in all organizational decisions. • Assist in the development and streamlining of OSQ labor reports, EAC management and special projects to drive internal efficiencies.

• Independently ascertain how to query the necessary data from large data sets and generate ad hoc analysis with clear insights • Leverage historical claims data and provide reporting that allows for assessment and risk management • Assist in preparing deliverables for operation teams that support a member’s transition experience to SmithRx • Ensure high quality, “client ready” deliverables through an audit/evaluation process and personal accountability • Execute deep-dive analyses and investigations into large datasets and provide clear insights on findings • Clearly communicate with internal stakeholders and external partners through email, slack, phone, video call, etc. • Provide ad hoc analysis to illustrate other potential impact from implementing SmithRx as a pharmacy benefit solution