Role Description The System Support Analyst I provides advanced technical assistance for Intelerad's medical imaging applications to customers across healthcare organizations. This role focuses on in-depth problem analysis, complex technical troubleshooting, and delivering exceptional customer support through multiple channels. The System Support Analyst I serves as a subject matter expert who ensures customer success through technical expertise, proactive communication, and collaborative problem-solving that directly impacts patient care delivery. Key Responsibilities - Resolve Complex Technical Issues: Apply advanced technical expertise to analyze, troubleshoot, and resolve complex customer issues with Intelerad's medical imaging applications and their integration into diverse healthcare environments. - Deliver Exceptional Customer Support: Respond to customer inquiries via phone, email, and other channels within designated SLA timeframes, consistently exceeding customer expectations through outstanding service delivery and technical solutions. - Manage Customer Relationships: Own customer cases from initiation to resolution, documenting all interactions, solutions, and outcomes in the case management system while proactively updating customers throughout the resolution process. - Collaborate Across Teams: Partner effectively with Sales, Product, Engineering, and Technical Operations teams to identify product defects, design solutions, conduct testing, and ensure seamless customer experiences. - Contribute to Knowledge Management: Actively develop and maintain technical documentation, knowledge base articles, and online community resources that enhance support capabilities and customer self-service options. Qualifications - Bachelor's degree in Computer Science or related field, or equivalent work experience. - 3+ years of technical support experience with demonstrated progression in responsibility. - Experience with Windows operating systems (desktop and server environments). - Familiarity with relational database management systems (MSSQL, Oracle, or MySQL) including complex SQL query development and optimization. - Strong knowledge of network and web protocols (TCP/IP, LDAP, HTTP, HTTPS), firewalls, proxies, and web servers. - Working knowledge of DICOM, HL7, and healthcare interoperability standards. - Experience with ticketing systems such as ServiceNow, Salesforce ServiceCloud, or ZenDesk. - Excellent verbal and written communication skills with ability to explain technical concepts to diverse audiences. - Highly organized, detail-oriented, and capable of thriving in a fast-paced environment. - Ability to make independent decisions based on technical data and product knowledge. - Ability to obtain US security clearance (US citizenship required). Requirements - Experience implementing and supporting Radiology Information Systems (RIS), Picture Archiving and Communications Systems (PACS), or Diagnostic Imaging Workflow Management solutions. - Industry certifications in relevant technical domains (Microsoft, SQL). - Familiarity with AWS cloud services. - Healthcare software experience, particularly in medical imaging environments. - Strong technical aptitude with ability to quickly learn new technologies and applications. Benefits - The base pay for this position ranges from $27.04/hr USD to $36.06/hr USD within any geographic market in the US. - Pay may vary depending on job-related knowledge, skills, and experience. - Bonus and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, retirement, PTO, and/or other benefits.

• Serve as a frontline support resource for customer inquiries, escalations, and service issues. • Monitor and analyze customer service metrics to identify trends and recommend improvements. • Collaborate with cross-functional teams (e.g., billing, dispatch, technical support) to resolve customer concerns. • Maintain accurate records of customer interactions and resolutions in Service Event Management and Reporting systems. • Support onboarding and training of new customer service representatives. • Act as the primary liaison between the company and ERS providers to ensure service level agreements (SLAs) are met. • Coordinate real-time responses to roadside incidents, ensuring timely dispatch and resolution. • Monitor ERS performance metrics and provide regular reporting to leadership. • Develop and maintain ERS protocols and escalation procedures. • Evaluate ERS operational performance using dashboards, KPIs, and service data (e.g., response times, service levels, exception trends). • Conduct deep‑dive analyses to identify root causes of operational challenges and recommend data‑driven solutions. • Monitor provider and vendor performance, identifying opportunities for optimization and consistency. • Develop and maintain performance scorecards, reporting tools, and insights for leadership. • Lead continuous improvement efforts across ERS operations, including workflow enhancements, policy updates, and process standardization. • Partner with Operations, Contact Centers, Safety, and Vendor Management teams to implement best practices. • Manage or contribute to ERS-related projects, pilots, and technology enhancements. • Analyze service failures, escalated incidents, and customer-impacting issues; provide resolution recommendations. • Support risk mitigation strategies and ensure compliance with safety, service, and operational standards. • Serve as an escalation point for complex or high-priority roadside events. • Prepare and present insights and recommendations to senior leaders, using data to influence strategic decision‑making. • Collaborate with reporting team to build and automate advanced reports using tools such as Excel, Power BI, Tableau, or internal BI platforms. • Translate operational data into actionable insights for teams and partners. • Work closely with internal teams including Contact Center Operations, Field Operations, Finance, Quality & Compliance, and Vendor Relations. • Provide coaching, technical guidance, and training to junior analysts and ERS team members. • Represent ERS in cross‑functional meetings and strategic planning sessions.

Role Description The Analyst, Sustainability Programs supports the execution of Newtrient’s customer-driven conservation projects through hands-on coordination, data collection, and development of project deliverables across multiple implementation initiatives. This role is responsible for supporting farm-level assessment activities, preparing inputs for reports and recommendations, and ensuring timely execution of operational components across projects. The Analyst plays a critical role in maintaining day-to-day project momentum by managing logistics, organizing data and materials, and supporting the production of deliverables that inform farmer-facing sustainability solutions in the dairy sector. The role requires strong analytical skills, attention to detail, and the ability to work effectively across multiple concurrent projects in a fast-paced, team-oriented environment. Qualifications - Bachelor’s degree required, preferably in environmental science, agriculture, sustainability, data analytics, or a related field - 0–2+ years of relevant experience in sustainability, agriculture, environmental programs, data analysis, or project coordination preferred - Exposure to or interest in dairy systems, agricultural sustainability, or environmental performance tracking is highly desirable Requirements - Ability to work effectively with a team of cross-functional experts in multiple locations - Strong analytical and writing skills - Proficiency with Microsoft Office Suite - Detail-oriented with strong sense of commitment, willingness to learn more, and ability to thrive in a dynamic, deadline-driven team environment - Strong alignment with agricultural and farmer-facing work Benefits - Competitive compensation - Comprehensive health and welfare plans including medical, dental, vision, legal, paid parental leave, life insurance, short-term and long-term disability, and flexible spending accounts (health care, dependent care, transit and parking) - 401k with up to a 10% match and includes a Roth account

• Use best practices and available tools to elicit the functional and non-functional requirements the system to be developed must meet. • Guide, monitor and direct developers regarding the use of requirements-process tools. • Capture a common vocabulary; classify the system's critical processes; participate in prototyping. • Define report specifications. • Define audit trail logging. • Describe the user interface. • Develop supplementary specifications. • Develop a requirements management plan. • Document information classification. • Prepare supplementary specifications. • Prepare a glossary. • Prepare a requirements list. • Develop a system access profiles matrix. • Prepare system messages. • Specify functional requirements / use cases. • Structure the use case model. • Conduct the requirements approval meeting. • Elicit, document and prioritize preliminary requirements. • Maintain business rules.