• Serve as a primary IS point of contact for client and business stakeholders, partnering closely to understand operational needs and deliver effective technology solutions. • Provide consultative guidance on system capabilities, enhancements, and strategic improvements. • Translate complex business requirements into scalable technical solutions. • Collaborate with IS leadership and peer senior analyst to ensure consistent prioritization, communication, and service delivery. • Act as a subject matter expert (SME) for FACS or comparable platforms. • Perform advanced system analysis, solution design, and implementation of complex enhancements. • Execute detailed data mapping, including creation and modification of tables, fields, and integrations. • Lead upgrades, releases, and ongoing maintenance of systems and dialing platforms. • Serve as a senior escalation point for diagnosing and resolving complex issues. • Monitor system performance and ensure stability and data integrity. • Provide after-hours support as needed. • Design and implement innovative solutions to improve performance and efficiency. • Identify inefficiencies and recommend strategic improvements. • Lead complex IS initiatives from concept through deployment. • Ensure delivery on time and aligned with business objectives. • Develop and maintain reporting systems and analyze data trends. • Ensure data accuracy and compliance. • Support onboarding of new business through system configuration and integration. • Maintain system documentation and collaborate with external vendors.

• Perform activities related to the development, deployment, and monitoring of systems, evaluating the functional and non-functional requirements received to develop or maintain system features, overseeing and monitoring deployment and performance, and applying development best practices.

• Test, maintain, and monitor computer programs and systems, including coordinating the installation of computer programs and systems. • Create and maintain knowledge base articles. • Work with the internal development and product teams to help develop our product portfolio. • Troubleshoot program and system malfunctions to restore normal functioning. • Reproduce problems in test labs and liaising with the development teams for bug resolution. • Expand and modify systems to serve new purposes or improve workflow. • Provide technical guidance and best practice scenarios for new deployments. • Use computer tools and applications including PowerShell, virtual environments including Hyper-V, Mware, Azure cloud services, Sysinternals Suite, Visual Studio Code, and VBS scripting in the analysis and solution of business problems. • Develop integrated systems for production and inventory control along with cost analysis, leveraging an understanding of software packaging and deployment technologies including MSI, MSIX, EXE, and AppX. • Consult with management to ensure agreement on system principles. • Work with customers to identify their desired deployment scenarios and provide advice. • Provide support in configuration setups and understanding various product features. • Support in troubleshooting technical issues that may arise with customer deployments. • Reproduce technical problems within test lab environments and collaborate with development teams for effective bug resolution. • Provide technical guidance scenarios for new deployments.

• Lead ERP/SCM/HCM/EPM application consultancy projects • Ensure customer satisfaction and project health • Develop integrated project plans and act as primary contact • Monitor, track, and control change to the projects • Contribute to PMO standards, processes, and tools