• Provide the services on the ITSD corporate virtual team which has staffs in the other locations and covering the 3 different time zones APAC, Americas and EMEA based on the “follow the sun” concept. • Perform first level support (based on ITIL definitions & Application Support SOPs) to international customers. • Pro-actively monitor the respective system and react to any anomaly. • Ensure the delivery of the first level support in logistics IT services and technical support in IT infrastructure services. • Management of Service Provider resources on basis of SLA's, OLA's, SOPs, Contracts and with individual targets.

Role Description Provides systems and transactional support and education to providers via phone and email. This position will function as a resource to providers with questions related to the CareAffiliate and Availity system. This position is proficient at handling all provider systems inquiries. This role requires the ability to interface with providers regularly, ensuring they are informed and empowered to use the platform effectively. Qualifications - Required: H.S Diploma or G.E.D. - U.S. Citizenship - Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation - 2+ years of experience in a high-volume customer service, medical office or contact center environment - Technology literate and experienced in navigating multiple screens or web browsers at one time and proven ability to work independently in a remote work environment. - Preferred: Bachelor’s degree in Business, Health Care Administration, or related field - Health care or provider systems application support experience Requirements - Monitor and triage inbound support requests, ensuring prompt and accurate responses. - Conduct outbound calls to providers dealing with navigation issues, applying in-depth knowledge of Availity and CareAffiliate solutions, processes, and procedures. - Interface with providers to understand and resolve issues, offering clear, step-by-step guidance. - Perform root cause analysis using TriWest internal reports, to provider data challenges and communication with cross-functional teams for escalation. - Use de-escalation techniques when necessary to ensure a positive provider experience. - Maintain accurate documentation of interactions to inform future support strategies. - Stay updated on platform features and product changes to provide accurate support. - Ensures calls and issues are identified, tracked, reported on and resolved in a timely manner. - Maintains comprehensive tracking and documentation for all identified issues to completion. - Performs other duties as assigned. - Regular and reliable attendance is required. Benefits - Ability to work 10:00 - 18:30 EST M-F - Works in a remote office environment - Extensive computer work with prolonged sitting and wearing of headset Company Description Revelations is committed to providing equal employment opportunity to all employees and applicants. Employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, sexual orientation, gender identity or expression), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by federal, state, or local law. This policy applies to all aspects of employment, including recruitment, hiring, compensation, promotion, training, discipline, and termination.

• Delivers an exceptional end-user experience through clear communication, responsive follow-through, and strong advocacy for user issues within IT • Serves as the first point of contact for end users seeking technical assistance via email, ticketing system, and chat • Diagnoses and resolves issues through remote troubleshooting, asking targeted questions to identify root cause • Provides Tier 1 and Tier 2 support and manages clean hand-offs to Tier 3 when appropriate • Executes employee onboarding and offboarding, including provisioning and deprovisioning of software licenses, accounts, and access; imaging and building machines; and coordinating equipment delivery • Administers Microsoft 365 and Entra ID, including user account, license, and group management • Supports endpoint management and device enrollment through Intune and Autopilot, including imaging and configuration workflows • Supports basic security operations, including MFA and conditional access administration, phishing response, and general security hygiene • Maintains IT asset and inventory management for both hardware and software • Creates and maintains knowledge base articles and process documentation; identifies and recommends improvements to existing processes • Provides feedback on global documentation to ensure efficient, consistent troubleshooting across the team • Provides occasional after-hours support for emergencies and planned maintenance

• Lead and manage multiple concurrent AI and technology-related projects from initiation through successful delivery. • Develop and maintain project plans, timelines, milestones, resource allocation, and delivery schedules. • Coordinate cross-functional teams, including technical, business, operations, and client stakeholders. • Monitor project progress and ensure alignment with business objectives, priorities, and delivery commitments. • Identify, assess, and mitigate project risks, dependencies, issues, and potential roadblocks. • Facilitate project meetings, status updates, workshops, and executive stakeholder communications. • Manage client relationships, expectations, and project deliverables throughout the engagement lifecycle. • Drive accountability across teams to ensure commitments, deadlines, and project goals are achieved. • Track project health, performance metrics, resource utilization, and overall delivery effectiveness. • Support process optimization and continuous improvement initiatives within project management and delivery practices. • Collaborate with leadership to prioritize initiatives and ensure strategic alignment across projects. • Operate effectively within Agile, Scrum, Waterfall, or hybrid project delivery environments.