• Respond to inbound calls and emails from providers and trading partners regarding EDI claim submissions, rejections, and processing issues. • Troubleshoot and resolve technical issues related to electronic data interchange (EDI) formats, transactions, and connectivity. • Document all interactions and resolutions in the appropriate tracking systems. • Collaborate with internal teams to escalate and resolve complex issues. • Educate callers on EDI processes, requirements, and available resources. • Maintain up-to-date knowledge of Indiana Medicaid policies.

• Provide first-line technical support to employees by phone or email. • Troubleshoot and resolve hardware, software, network, and peripheral issues. • Assist users in setting up and configuring devices, applications, and accounts. • Diagnose and resolve system errors, connectivity problems, and performance issues. • Install, configure, and upgrade computer hardware and software. • Track, prioritize, and document support requests in the ticketing system. • Escalate unresolved issues to higher-level support or specialists. • Provide training and guidance to users on system and software usage. • Assist in the setup and configuration of new employee workstations. • Ensure that all incidents are logged and followed through to resolution within established service level agreements (SLAs). • Perform routine maintenance and updates on IT systems as needed. • Support and assist in the implementation of IT projects. • Maintain strong communication with team members and other departments.

• Serve as the primary, front-line IT service desk support contact, warmly receiving, triaging, and resolving inbound support requests from global employees. • Actively manage the IT ticket queue (triage, assign, update, resolve, or escalate) while adhering to established SLAs/OLAs. • Administer user lifecycle management (provisioning, de-provisioning, and role updates) within Okta and Google Workspace. • Deploy, configure, and troubleshoot employee workstations (macOS) and mobile devices (iOS and Android) utilizing Jamf MDM. • Provision and troubleshoot secure remote access and VPN solutions utilizing Cloudflare One and Jamf. • Leverage AI tools to analyze SaaS and desktop applications and help build smart automations to streamline IT processes and workflows. • Assist with onboarding/offboarding logistics, including configuring hardware, managing software licenses, and conducting engaging IT orientation presentations. • Train and guide employees on how to get the most out of their tools and technology, and assist with remote video conferencing setups when needed.

• Serve as the single point of accountability for project execution, primarily for lower-risk initiatives, while supporting larger, complex projects under senior guidance • Lead project planning, execution, monitoring, and closure activities • Manage project scope, schedule, budget, quality, and resource allocation • Communicate project status, risks, and impacts to stakeholders and senior leadership • Anticipate, evaluate, and resolve project issues, delays, and risks using sound project management practices • Track key milestones and adjust project plans and resources as needed to meet objectives • Support and track project budgeting and financial performance • Execute SDLC and/or Agile methodologies in alignment with organizational governance processes • Mentor and provide guidance to project managers across the organization