• Answer incoming IT support related calls from the staff and aim to resolve these tickets over the phone or teams. • Manage and resolve user tickets received via email. • Troubleshoot system installations, perform upgrades and maintenance procedures via azure. • Create FAQ materials and training manuals for end-users. • Collaborate with other IT teams and workgroups on projects and initiatives as needed. • Escalate unresolved issues to the appropriate level of IT support team and work with them to ensure that tickets are resolved in a timely manner. • Provide recommendations for new software / hardware. • Collaborate on process improvement ideas and be the end-user voice. • Assist the IT team with testing software, hardware, and applications. • Other projects as assigned.

• Answering inbound phone calls in a call center environment and inbound chats quickly, ensuring our procedures are scripts are delivered consistently • Identify clients, collecting relevant information concerning requests and issues and create support tickets accurately • Assist clients’ requests and deliver basic/advance technical support • Provide friendly and helpful customer service as a first point of contact • Must have excellent verbal/written communication skills, as well as the ability to multi-task • Ability to work under pressure, organize and prioritize tasks based on ITIL priority matrix • Ability to meet individual KPI’s such as a 15-minute average talk time, tickets closed, utilization, and first call resolution • Other duties as assigned by management

• Drive organizational growth by developing and executing long-term strategic plans • Conduct in-depth market analysis and provide actionable insights to senior leadership • Foster cross-functional collaboration to ensure business priorities are executed with financial rigor and operational excellence • Serve as a strategic advisor to Product, Engineering, and Sales leadership • Collaborate closely with Finance & Strategy (F&S) for capital expenditure and operational expenditure decisions • Act as a key liaison between technical and non-technical teams • Lead the strategy, design, and operationalization of Total Cost of Ownership (TCO) models • Define and monitor KPIs that bridge technical performance with business health • Design and implement standardized systems for managing changes to complex planning workflows

• Prepare Functional & Technical Design Documents • Serve as SME (Subject Matter Expert) for Workday configuration • Review test cases to ensure quality and completeness • Create and maintain a knowledge base and response catalog • Provide technical-functional guidance to offshore teams • Conduct Business Analysis activities, including requirements elicitation and documentation, functional design, and data analysis • Proactively identify risks and resolve issues