• Serve as the first point of contact for healthcare providers • Answer inbound calls and respond to EDI-related inquiries • Research and troubleshoot provider issues • Conduct outbound follow-ups for timely resolution • Process provider and member updates while maintaining standards

• Als direkter technischer Ansprechpartner für unseren professionellen Kundenstamm fungieren. • Unsere Kunden bei der Einführung und Anwendung unserer CAD- und Berechnungsprogramme betreuen. • Komplexe technische Anfragen über unsere Experten-Hotline mit Schwerpunkt auf Heizung, Lüftung und Sanitär (HLS) lösen. • Anwender bei der Maximierung ihrer Produktivität durch optimalen Einsatz des Trimble MEP-Software-Ökosystems unterstützen.

• Manages the alignment of assigned customer’s technology road map and Jabil’s Technology road map • Capable of selling Jabil’s value-add services such as design, layout, and Global Operations Services (Advanced Manufacturing, Advanced Test, R & D, etc.) globally • Develop and grow business through profitable design wins and flawless execution • Provide management and guidance to multi-functional project teams • Manage and enhance customer relationships • Provide single-point-of-contact to customer for all design-related activities • Provide full accountability for project budgets and schedules • Technically capable of developing, managing and delivering very highly complex technology projects.

• Serve as the first point of contact for all IT support requests at Updater, triage Freshservice tickets, and resolve Tier 1/2 issues with clear, friendly communication. • Provide white-glove end-user support across macOS and Windows endpoints, Iru (MDM), , Microsoft Intune, Okta SSO, Google Workspace, Slack Enterprise, Zoom, and the Atlassian suite. • Own the day-to-day ticket queue: response and resolution SLAs, accurate categorization, escalation to Tier 3/4 teammates as needed, and clean ticket hygiene to keep the Helpdesk auditable. • Support employee onboarding, offboarding, and hardware lifecycle in coordination with the Senior IT Engineer (Device Management). • Surface recurring issues and friction points back to the IT team so they can be solved at the root rather than re-resolved one ticket at a time. • Lead Updater’s IT knowledge management program — establishing the standard for how IT documents what it knows and driving adoption across the team. • Take ownership of our Confluence and Helpdesk knowledge bases: runbooks, troubleshooting guides, SaaS administration procedures, onboarding/offboarding playbooks, and end-user-facing help articles. • Author documentation that is structured, consistent, and machine-readable, so that both employees and the AI assistants they use (Claude, ChatGPT, Copilot, Gemini) can reliably retrieve and apply it. • Partner with the Director, IT & Business Process Transformation, on the AI at Updater Confluence space and the AI Education Resource Hub, ensuring that IT-authored content serves as a canonical reference for the company. • Treat every ticket and every system change as a documentation opportunity — capture what was learned, publish it, and reduce the long-tail rate of repeated questions. • Maintain the freshness of existing knowledge by auditing, retiring, and rewriting content continuously as the IT environment evolves. • Grow into hands-on administration of Updater’s SaaS stack, including Okta (group, rule, and policy management), Google Workspace, Slack Enterprise Grid, Atlassian (Jira and Confluence), Zoom, Iru, Microsoft Intune and Freshservice. • Execute routine SaaS administration tasks — provisioning, de-provisioning, license management, permission changes, and lifecycle hygiene — with accuracy and a documentation-first habit. • Support change management and access reviews in partnership with the IT Systems Architect and the Security team, contributing to Updater’s ISO 42001 certification posture. • Assist with rollout, configuration, and ongoing administration of new SaaS tools as Updater’s environment evolves.