• Provide Tier I/II IT Support: Assist HUD employees with technical issues, including basic troubleshooting for hardware and software. • Ticket Management: Create, manage, escalate, and resolve IT service tickets following HUD’s service level agreements and ticketing system guidelines. • Documentation: Document issues, troubleshooting steps, and resolutions accurately for future reference and knowledge sharing. • Customer Support: Offer timely and professional responses to customer inquiries and issues. • Technical Guidance: Work collaboratively with Tier III teams and escalate issues beyond Tier II when necessary. • Continuous Improvement: Contribute to process improvements, knowledge base updates, and team training as required.

• Own the canonical inventory of technology vendors. Tier vendors by spend, criticality, and risk. Maintain vendor records — contract data, renewal dates, points of contact, business owners — in the firm’s vendor management system of record. • Own a forward-looking renewal calendar with 12–24 months of visibility. Trigger renewal workflows 90–120 days ahead of expiration. Prepare renewal packets — current state, usage metrics, market comparables, negotiation positions — for IT and Procurement leadership. • Run RFP / RFQ / RFI processes for new technology purchases. Coordinate intake, vendor sourcing, evaluation criteria, scoring, and award recommendations. Partner with firm Procurement and Legal on contract negotiation and execution. • Build and maintain technology spend dashboards by tower, vendor, business unit, and contract type. Track budget versus actual at the contract level. Produce TCO analyses, savings and cost-avoidance tracking, and quarterly spend variance reports for IT and Finance leadership. • Categorize technology spend using Technology Business Management (TBM) Tower / sub-tower taxonomy. Improve cost transparency and unit-economics visibility for IT, Finance, and business leadership. • Coordinate with Cybersecurity GRC for third-party risk assessments, with Legal for contract risk review, and with Privacy for data-processing terms. The role does not own those risk reviews — but ensures they happen, with the right artifacts, before contracts execute. • Maintain accurate metadata on all active technology contracts (term, value, auto-renewal triggers, notice periods, SLAs, key commercial clauses). Surface contract risks proactively — auto-renewal cliffs, missed termination windows, price-escalation triggers, unfavorable end-of-term clauses. • Own the IT procurement intake workflow. Reduce cycle time. Establish standard intake forms, evaluation rubrics, and renewal playbooks. Mature the function from tactical (transaction processing) toward strategic (portfolio rationalization, vendor consolidation, structured negotiation).

• Provide Level 1 support for internal client-server applications and escalate to Level 2 when necessary. • Provide Level 1 support for external cloud and SaaS applications, escalating to Level 2 as required. • Actively monitor production systems and scheduled jobs, intervening and communicating as appropriate. • Perform regular maintenance on internal and external applications. • Complete cybersecurity checklists for new and existing applications. • Configure and test SSO (Single Sign-On) for new applications in coordination with internal and external teams. • Manage user authorizations and role-based access controls. • Ensure the Service Desk is prepared for new applications by incorporating operational processes into all deployment plans. • Lead the creation and maintenance of the technical support knowledge base and application documentation. • Contribute to defining and documenting technical requirements for infrastructure, security, ongoing support, and performance. • Support the installation, operation, and maintenance of software and applications. • Research, evaluate, and recommend new tools or systems when needed.

• Verantworten des Second-Level-Support von technischen Störungen und IT-Anfragen bei Kunden weltweit • Dokumentieren der Supportfälle im Ticketsystem • Pflegen einer Wissensdatenbank • Optimieren der Supportprozesse • Führen von Fehleranalysen, -diagnosen und Störungsbeseitigung • Unterstützen desService Vertriebs bei der Erstellung von Angeboten • Teilnahme an Kundenmeetings • Gestalten neuer IT-Service Produkte • Übernahme von Rufbereitschaftszeiten