• Serve as a primary escalation point for Enterprise and Majors accounts, owning high-severity and technically complex support cases through resolution. • Triage, investigate, and resolve urgent customer issues with speed and sound judgment, coordinating across Support, Customer Success, Engineering, Product, and Security teams. • Maintain deep account context, including customer workflows, configurations, integrations, and sensitivities, and apply that context to troubleshooting and communications. • Provide real-time, hands-on technical support for senior customer stakeholders, including Knowledge Management, Innovation, and IT leaders. • Lead clear and proactive incident communications, translating technical updates into customer-specific impact, expectations, and next steps. • Participate in incident response workflows, including severity classification, escalation handling, and post-incident retrospectives. • Document root causes, resolutions, and preventative actions to improve product reliability, internal knowledge coverage, and operational maturity. • Contribute to the development and continuous improvement of escalation playbooks, runbooks, and support tooling. • Partner closely with Customer Success Managers to enhance Harvey’s post-sale technical engagement and overall customer experience.

At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clients optimise operational efficiency. These individuals analyse client needs, implement software solutions, and provide training and support for seamless integration and utilisation of business applications, enabling clients to achieve their strategic objectives. Those in Oracle technology at PwC will focus on utilising and managing Oracle suite of software and technologies for various purposes within an organisation. You will be responsible for tasks such as installation, configuration, administration, development, and support of Oracle products and solutions. Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn't clear, you ask questions, and you use these moments as opportunities to grow. Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to: Respond effectively to the diverse perspectives, needs, and feelings of others. Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems. Use critical thinking to break down complex concepts. Understand the broader objectives of your project or role and how your work fits into the overall strategy. Develop a deeper understanding of the business context and how it is changing. Use reflection to develop self awareness, enhance strengths and address development areas. Interpret data to inform insights and recommendations. Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements. As part of the Oracle Consulting - Oracle Technology team you are expected to support Oracle Cloud Architect. As a Senior Associate you are expected to analyze complex problems, mentor others, and maintain standards. You are expected to focus on building client relationships and developing a deeper understanding of the business context, while navigating increasingly complex situations and growing your personal brand. Responsibilities - Supporting Oracle Cloud Architect - Analyzing intricate problems to provide solutions - Mentoring and supporting junior associates - Upholding elevated standards in tasks - Cultivating client relationships - Gaining a thorough understanding of business environments - Navigating complex situations effectively - Growing personal brand and technical skills What You Must Have - Bachelor's Degree - 7 years of experience What Sets You Apart - Successful track record with Oracle application-based solutions - Experience in architecting Oracle ERP solutions - Contributing as a technical team member - Designing, building, testing and deploying Oracle solutions - Knowledge of Oracle Fusion Middleware products - Integration experience with Oracle SaaS/Fusion products - Implementation experience with Oracle PaaS Products - Familiarity with open industry standards - Knowledge of Oracle ADF and Java The salary range for this position is: $77,000 - $202,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law. PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy. Learn more about how we work: https://pwc.to/how-we-work For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all. Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines

• Take ownership of the customer relationship for key CX customers and become their advocate within CX, engaging before go-live and working closely with customers to ensure their success. • Resolve the most complex problems and provide excellent technical and customer service to specific key accounts, including resolving technically and emotionally challenging and high-stakes issues. • Exemplify an effective and productive relationship with assigned accounts, holding regular discussions to review open issues, understand their contact center and business, ensure CX solutions meet their needs, and become a trusted partner and advisor. • Ensure all technical challenges, issues, cases, and requests are handled properly and within SLA targets by partnering with Technical Support, Professional Services, Product Management, and Engineering. • Be accountable for customer satisfaction, retention, and referenceability for all assigned accounts.

• Build and maintain partnerships for data exchange. • Coordinate data exchange specifications, updates Master Data, and resolves daily data exchange issues. • Work strategically with the team (including account management, clinical, and data analytics) to ensure client satisfaction and service delivery. • Act as a contact via telephone and email for clients to address questions or issues on an ongoing basis. • Collaborate with internal teams including account management, clinical, member care, business analyst, data analytics, and business development with existing and new data exchanges. • Coordinate and participate in client meetings such as introductory, kick-off, maintenance, and closing meetings. • Maintain proficiency in CRM and all aspects of proprietary software used for claims adjudication. • Provide reporting to clients, brokers, and TPAs as needed. • Ensure CRM data input is accurate and complete and suggest additional data points to capture using CRM or other reporting databases. • Coordinate aspects of new account meetings including document preparation and reporting. • Prepare client support documents as needed. • Execute the onboarding process involving TPAs, brokers, and 3rd party vendor accounts. • Review data exchange specifications suggested by partners and have a solid understanding of TrueScripts Standard Specifications for comparisons. • Recommend TrueScripts standards where applicable. • Review inbound and outbound client files for accuracy and map those files to standard systems for proper data loading into the claims adjudicator. • Analyze, design, and develop specifications for enhancements and extensions with application interfaces and maps. • Ensure proper configuration and setup of data that support file transfer between internal and external trading partners. • Coordinate trading partner implementations and conduct testing. • Document processes, data flow, file specifications, and mapping using standard formats.