• Manage the customer service desk (Jira) for all incoming client tickets • Triage and prioritize tickets, distinguishing operational tasks from development work • Assign development tickets to the correct delivery team per client and follow up to resolution • Resolve operational requests directly, including password resets, access provisioning, firewall rule changes, and WAF configuration • Respond to client questions and keep tickets moving against agreed response times • Monitor uptime across client websites and APIs (Pingdom) and manage alert routing (Opsgenie) • Act as first responder for incidents, coordinating investigation and escalation for P1 events • Coordinate with GSC India for 24x7 L1 support, briefing the nearshore team and handling escalations • Perform biweekly system patching for client servers hosted on virtualised infrastructure • Coordinate maintenance windows with clients and verify service health after changes • Document maintenance activity through change tickets • Run monthly software lifecycle and end-of-life reviews across client technology stacks • Review newly published security vulnerabilities (CVEs) and notify project managers of relevant risks • Generate monthly SLA performance reports for client review meetings • Maintain client documentation, runbooks, and meeting notes in Confluence • Keep onboarding and operational documentation current as clients and environments change • Support onboarding of new clients into managed services

Role Description We are seeking a full-time, remote IT Project Manager. This position is responsible for the planning, coordination, and delivery of assigned IT projects that support Paradigm’s business processes and operational objectives. Projects may vary in scope and complexity and may involve cross‑functional collaboration. The IT Project Manager is accountable for the successful delivery of projects within approved scope, schedule, budget, quality, and risk parameters. The role applies established project management practices, organizational standards, and available technologies to effectively plan, manage, and deliver projects. The IT Project Manager is expected to leverage approved tools and capabilities to improve efficiency, maintain high-quality project artifacts, support decision-making, and minimize administrative effort. Demonstrates a customer-first mindset through a commitment to delivering the best possible outcomes for our customers, including injured workers, payors, clients, providers, stakeholders, and internal teams. By fully leveraging Paradigm’s solutions, delivering consistently high‑quality service, and collaborating effectively with internal and external partners, we create an exceptional customer experience. Responsibilities - Plan, coordinate, execute, and monitor assigned IT projects in accordance with approved scope, schedule, budget, quality, and risk parameters. - Lead cross-functional project teams and coordinate resources across business and IT functions to achieve project objectives, often without direct supervisory authority. - Facilitate the definition of project objectives, scope, deliverables, and success criteria. - Develop and maintain project plans, schedules, estimates, and forecasts using established project management practices and approved tools and technologies. - Define and coordinate project tasks and resource requirements across IT and business teams. - Manage day-to-day project execution, including tracking progress, dependencies, risks, and issues. - Proactively identify project risks and issues, implement mitigation actions within authority, and escalate as appropriate. - Identify, manage, and communicate project dependencies and potential impacts across teams, initiatives, and business functions. - Manage and control project budgets and resource utilization. - Track project deliverables, milestones, and performance metrics using appropriate tools, dashboards, and reporting mechanisms. - Utilize approved productivity, automation, analytics, and AI-enabled capabilities to improve project planning, communication, reporting, analysis, and delivery effectiveness. - Review, validate, and exercise professional judgment over AI-generated content, recommendations, analyses, and project artifacts to ensure accuracy, completeness, compliance, and alignment with actual project conditions and organizational standards. - Support organizational adoption of approved AI capabilities by identifying and sharing effective practices, lessons learned, and opportunities to improve project delivery performance. - Direct and coordinate project team members to support timely and effective delivery. - Communicate project status, risks, issues, dependencies, decisions, and recommendations to stakeholders at all levels of the organization, including senior leadership. - Provide project information and analysis to support decision-making and escalation. - Implement approved project changes and interventions to achieve intended project outputs. - Execute and support change management activities related to project implementation, transition, and adoption within the project scope. - Conduct project evaluations and post‑implementation assessments to identify lessons learned and improvement opportunities. - Lead or support implementation planning and transition activities as assigned. - Ensure compliance with Paradigm project governance standards, methodologies, and controls. - Maintain required project documentation and artifacts in accordance with PMO standards. - Collaborate with Senior Project Managers and PMO leadership on escalations, dependencies, and continuous improvement initiatives. - Perform additional support functions as needed. - Utilizes AI tools to support day-to-day tasks, improve efficiency, and enhance output quality. Adopts new technologies as trained and applies them in alignment with established processes and guidelines. - Demonstrates a customer-first mindset by developing a broad and deep (where appropriate) understanding of Paradigm organization, products, operations, and customers. Prioritizes collaboration to meet customer needs and expectations and takes personal accountability for service quality. Qualifications - Minimum of 5–7 years of direct work experience in an IT project management or related delivery role. - Demonstrated knowledge of project management principles, methodologies, tools, and governance practices. - Experience managing project scope, schedules, budgets, risks, issues, dependencies, and stakeholder expectations. - Demonstrated ability to lead and influence cross-functional teams, stakeholders, and subject matter experts to achieve project objectives. - Demonstrated ability to manage competing priorities and adapt to changing business needs in a dynamic environment. - Proven experience in risk identification and issue management. - Working knowledge of change management concepts in a project environment. - Experience operating within established project governance frameworks. - Focus on achieving intended business outcomes while balancing project constraints, organizational priorities, and available resources. - Proficiency in Microsoft Project or comparable project planning tools. - Demonstrated ability to effectively leverage available technologies, automation, analytics, and AI-enabled capabilities to improve productivity, reduce administrative effort, and enhance project delivery performance. - Ability to effectively incorporate AI capabilities into day-to-day project management activities while applying critical thinking and professional judgment to validate outputs and recommendations. - Demonstrated ability to identify opportunities to improve delivery effectiveness through automation, AI-enabled workflows, and emerging technologies. - PMP or equivalent project management certification preferred. Benefits - Health and wellness – We want our people to be and stay healthy, so we offer PPO, HDHP, and HMO health insurance options with Cigna and Kaiser (CA employees only). - Financial incentives – Paradigm’s financial benefits help prepare you for the future: competitive salaries, 401(k) matching contributions, employer-paid life and disability insurance, flexible spending and commuter accounts, and employer-matched HSA contributions. - Vacation - We believe strongly that work-life balance is good for you and for our company. Our paid time off and personal holiday programs give you the flexibility you need to live your life to the fullest. - Volunteer time – We want our employees to engage with and give back to their communities in meaningful ways. Full and part-time employees receive one paid day per calendar year. - Learning and development: One of Paradigm’s core values is expertise, so we encourage our employees to continually learn and grow. We support this in a variety of ways, including our new Learning Excellence at Paradigm (LEAP) program.

• Lead strategic medium- and large-scale projects from initiation through closure. • Define project scope, objectives, timelines, budget, and deliverables. • Manage internal and external stakeholders, including executive leadership. • Develop and maintain detailed project plans. • Identify, analyze, and mitigate risks. • Monitor KPIs and ensure adherence to timelines and budget. • Coordinate cross-functional teams (technology, product, operations, etc.). • Ensure clear and consistent communication among all stakeholders. • Implement best practices and project management methodologies (Agile, Waterfall, or hybrid). • Resolve conflicts and remove project impediments. • Provide executive status updates and performance metrics reporting.

Role Description A Senior Project Manager is a thought leader in project management, guiding the way projects are managed. They handle a variety of projects, including: - High visibility projects - Ambiguous projects - Complex projects that span multiple organizations - High priority projects with executive oversight - Projects that are part of larger programs Additionally, they identify methods to enhance project management capabilities and processes. Duties include but are not limited to: - Directs complex projects often involving cross-functional teams and matrix partners; knows when to leverage cross-functional expertise across the organization. - Leads a variety of different types of projects including launch of new products and services, application development, systems integration, operational efficiency improvements, process reengineering, and infrastructure upgrades and deployments. - Develops and oversees financial forecasts and provides on-going reconciliation of resources and other related project expenditures. - Leads a continuous risk and issues management process to identify and assess risks and issues; works with leaders to develop and manage mitigation measures to minimize exposure to projects and the business. - Directly manages all aspects of the project lifecycle and works within a matrixed organization to oversee all phases of a project. - Determines the most appropriate mode of communication for any given situation, ensuring communication is timely, succinct, and tailored to the appropriate audience. - Defines and tracks project milestones; develops, maintains and reports on an overall integrated delivery plan. - Emotional Intelligence - displays professionalism, diplomacy and calmness under pressure when confronted with politically sensitive situations. - Establishes and leads cross-functional strategic, to include, enterprise-wide initiatives. - Facilitates the resolution of conflicts between key stakeholders, project team members, and sponsors through interest-based negotiation. - Exercises discretion when managing and protecting sensitive business and patient information. - Facilitates large-level, multi-disciplinary planning sessions and executive-level project meetings. - Exercises stewardship of enterprise resources as a capable influencer. - Creates appropriate project artifacts. - Mentors colleagues in order to influence and build strategic relationships; actively seeks to develop and grow others. - Rigorously manages scope to ensure business requirements are achieved within agreed upon time, cost, and quality parameters. - Serves as a project subject matter expert, routinely briefs key stakeholders on different aspects of assigned initiatives. - Gathers information from multiple sources to assess options and likely outcomes for organizational challenges and opportunities and leads others through this process. - Demonstrates organizational agility (flexible to take on projects in many business lines). - Supports/Facilitates contract execution and vendor management. - Proposes recommendations, adjustments and process improvements to achieve success. - Represents the project in various project governance and inter-department forums. Qualifications - Bachelor's Degree or equivalent experience - 5+ years' work experience in IT Project Management, healthcare experience strongly preferred - Demonstrated, applied experience establishing and delivering complex projects. - PMP Certification or Lean Six Sigma Certification preferred - Agile Project Management and Scrum Certification strongly preferred - Proven ability to build strong and positive relationships and quickly earn the trust of sponsors and key stakeholders; lead and inspire teams; set direction and approach; resolve conflict; deliver tough messages with grace; execute with limited information and ambiguity. - Proven ability to navigate a highly matrixed organization effectively. - Servant Leadership; a leader who considers the needs of the team over his/her own. - Excellent written and oral communication capability and presentation skills; persuasive, encouraging, motivating, and inspiring; the ability to listen and understand. - Exhibits influencing and negotiating skills. - Displays business and technical acumen. - Experience with stakeholder management. - Focused and versatile team player that is comfortable under pressure. - Proven ability to remove barriers and enable teams to complete objectives. - Demonstrated, applied experience establishing and delivering complex projects. - Excellent problem-solving and critical thinking skills. - Accountable for change management. - Proven core project management skills including knowledge of project management methodologies and tools. Requirements - Base Salary: Up to $130,000 annually, based on relevant experience and qualifications. - This is a remote position based in the United States. Relocation and visa sponsorship are not available. - Interested candidates should submit their application through https://www.scri.com/careers/ . Applications will be accepted through July 16th, 2026. Please ensure all required materials are included as outlined in the posting. Benefits - Comprehensive benefits to support physical, mental, and financial well-being. - Competitive compensation package determined by performance, experience, skills, equity, regular job market evaluations, and geographical markets. - Other compensation, such as an annual bonus or long-term incentive opportunities may be offered.