• Operate as the central point of contact for IT application questions and technical solutions relating to Cell Health product lines. • Provide technical and application support to customers, sales teams, and service organizations. • Visit customer laboratories and collaborate directly with customer IT teams to understand technical requirements and challenges. • Train sales and service teams on relevant IT concepts, product requirements, and customer workflows.

Role Description The IT Support Specialist will help our Support Engineering team ensure that all CarbonHealth internal customers’ technology needs are met and that their IT problems are solved with impactful and educational interactions. This candidate will effectively triage and solve Carbon Health IT tickets and escalate to the appropriate parties when necessary. The perfect candidate will be efficient, detail-oriented, drive our company compliance goals, and excel at communication and organization. Additionally, this individual will be great at providing excellent customer service when triaging and addressing customer needs. Their communication will be impactful, empathetic, and consistent with the IT team workflows. Qualifications - High School Diploma or equivalent experience. - Experience in a high paced environment with independent workflows while resolving 60+ tickets on a weekly basis within an average SLA of 30 minutes to 1 hour. - Experience in assisting customers remotely via telephone, written correspondence, and video calls. - Experience in both MacOS and Windows operating systems, able to independently troubleshoot and resolve a variety of software and hardware issues for computers, tablets, printers, scanners, and other peripherals. - Understanding of password + security policies like multi-factor authentication and access management. - Able to provide thorough and detailed analysis on issues assigned to you and document your findings + troubleshooting workflows in a timely and organized manner. - Outstanding customer service and communication skillsets with proven ability to assist others in a timely manner with empathetic and impactful problem solving. Requirements - Work alongside a driven, fast paced IT Support team troubleshooting and resolving 60+ tickets on a weekly basis in order of priority and within our SLA commitments. - Assist employees remotely via written correspondence, video calls, and telecommunications all while documenting your troubleshooting and analysis of issues in a timely and concise manner. - Follow troubleshooting guides and escalation paths in a Jira ticketing system to address tickets effectively and quickly. - Provide prompt and courteous customer service in all aspects of communication with Carbon Health staff. - Assist with aspects of employee lifecycle and access management while upholding identity federation and compliance best practices. - Assist with hardware and software troubleshooting and diagnosing IT problems with Carbon Health staff directly. Nice to Have Skills - Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN as well as network troubleshooting workflows. - Experience in a wide variety of SaaS applications including (or similarly relevant) Google workspace, Okta, Atlassian Cloud, Meraki and Mosyle MDM. - Strong documentation skills for creating and maintaining knowledge base articles, how-to articles, and project outlines. - Healthcare industry background with HIPAA compliance expertise.

• Own the ServiceNow platform strategy, roadmap, governance model, and overall platform health • Establish platform standards, release management practices, and enhancement prioritization • Manage ServiceNow vendors, implementation partners, and support providers • Lead the maturity and continuous improvement of Incident, Problem, Change, Request, Knowledge, and Configuration Management processes • Develop and execute the ServiceNow automation and AI roadmap • Establish executive dashboards and reporting for platform health, service performance, process maturity, and roadmap progress

• Join customer and prospect conversations during pre-sales to understand real operational workflows. • Travel to customer sites for discovery, workflow mapping, operational walkthroughs, pilot support, readouts, and go-live activities. • Map current-state and future-state processes. • Translate customer workflows into PackageX platform configurations. • Configure workflows, rules, forms, logic, automations, and solution components inside the platform. • Support discovery, solution design, demos, pilots, and technical validation. • Help implement pilots and customer rollouts from design through go-live. • Serve as a technical point of contact for customers during solution design, implementation, testing, and go-live. • Test workflows before customer deployment. • Troubleshoot configuration, workflow, data, integration, and operational issues. • Partner with implementation leaders to create cleaner post-sales execution and handoffs. • Work with product, engineering, and AI teams to identify reusable platform patterns. • Document workflow requirements, assumptions, dependencies, configuration logic, and implementation decisions. • Identify gaps between customer needs and current platform capabilities. • Help determine what should be configured, automated, productized, escalated, or solved manually. • Support strategic accounts where deeper workflow thinking and hands-on solution building are needed. • Help build repeatable workflow playbooks by industry and use case.