Role Description You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. - Identify factors preventing incident or task closure and proactively investigate blockers - Communicate directly within incidents or tasks assignees to identify blockers and support resolution when updates have not occurred within 24 hours - Escalate unresolved or unacknowledged issues to the assignee’s manager when delays persist over multiple days - Prioritize review of the oldest incidents unless superseded by executive or leadership escalation - Review associated tasks to determine dependencies or issues impacting incident resolution - Maintain detailed and accurate records in workload management and administrative applications - Assist management in identifying opportunities for process improvement within the department - Demonstrate excellent time management skills and the ability to prioritize work in a highly dynamic environment - Perform other duties and responsibilities as required, assigned, or requested for the needs of the business Qualifications - 2+ years of technical support experience working with ServiceNow or other ITSM ticketing tools - 2+ years of experience working with identity access management systems - 2+ years of experience with monitoring tools such as Splunk, Dynatrace, Datadog, Grafana, Adobe Analytics or similar - 1+ years of experience with Cloud environments, preferably AWS Requirements - Bachelor's Degree with concentration of technology, computer sciences or similar field OR equivalent experience in a Healthcare domain background - Proven solid troubleshooting skills - Clear, concise written communication for executive and operational audiences - Proven proficiency with Office365 Suite - Comfort with public escalation and cross-team accountability - Use of AI Tools (CoPilot 365, Claude, etc.) - Experience supporting 99.99% availability against critical applications in production - Experience with On-Call support and War Room procedures - Effective communication skills to both technical and non-technical audiences - Proven self-starter and self-managed, with eagerness to learn new technologies - Experience producing operational and executive reporting decks - Establishes productive working relationships with cross-enterprise stakeholders - Familiarity with executive-level escalation processes - Demonstrates responsiveness to change and a tenacity to deliver cross-enterprise value - Experience working with PHI, privacy incidents or regulated data environments - Adheres to deadlines and SLAs Benefits - Comprehensive benefits package - Incentive and recognition programs - Equity stock purchase - 401k contribution (all benefits are subject to eligibility requirements)