• Support two distinct operations teams during the night shift, ensuring coverage, responsiveness and agility in incident handling. • Monitor critical, high-availability environments using leading observability tools (Zabbix, Grafana, Dynatrace, Datadog or New Relic). • Quickly identify, triage and respond to infrastructure alerts, ensuring correct routing and escalation of incidents. • Perform basic technical analysis on Windows and Linux servers (via remote access, error log analysis, service status checks and hardware performance monitoring). • Log, categorize and track the lifecycle of technical tickets using recognized ITSM tools (such as Jira, GLPI or ServiceNow). • Support teams during critical moments by actively participating in incident war rooms and providing real-time status updates. • Maintain and update technical procedure documentation (runbooks) and propose improvements to monitoring processes.

• Working under general supervision, responsible for sustaining business processes and processes impacted by data and systems. • Serves as the central point for interface changes for systems and data. • Responsible for developing and executing process improvements, reporting and quality monitoring of processes and vendor relationships. • Participates in Business Process Management (BPM) including modeling processes using various notations (i.e., BPMN). • Regularly interprets and monitors departmental contractual compliance of government requirements (e.g., CMS, HIPAA, ACA). • Actively participates on national and local standards committees. • Provides guidance to less experienced analysts. • Maintains an understanding of current project management application development methodologies, tools, and techniques (SDLC). • Participates as a subject matter expert in project team and vendor activities. • Provides project management for small to medium sized projects, initiatives and applications. • Provides support as projects and applications move through the process and post-implementation. • Collects, manipulates, and analyzes data from system to system, assessing trends for performance improvement initiatives.

• Provide escalated technical support for laptops, SaaS applications, availability, and identity-related issues across the environment • Handle IT onboarding and offboarding; device provisioning, access management - while building systems that run smoothly without needing IT to step in every time • Manage hardware inventory, warranties, and refresh cycles using MDM platforms like Microsoft Intune and Jamf • Drive automation and scripting projects from idea to execution, improving efficiency and consistency across our systems and integrations • Manage and continuously improve secure access across identity and access technologies such as Microsoft Entra, Auth0, AWS VPN, and 1Password • Build and maintain clear operational playbooks and documentation for the processes and automations you create • Log work, incidents, and changes in Jira Service Management • Serve as an escalation point for the team on complex issues, and document solutions so future issues can be resolved without escalation • Spot patterns in recurring issues and propose improvements to how the team works

• Provide technical support to customers through tickets, email, calls, video meetings, and internal escalation channels • Troubleshoot customer issues related to platform usage, logins, workflows, messaging, forms, calendars, notifications, and automations • Support AI-powered phone, texting, and communication workflows • Assist with CRM, calendar, form, and workflow setup for new and existing customers • Help investigate issues involving SMS, email, call routing, phone numbers, web forms, integrations, and customer communication tools • Support internal staff with technical questions, system access, troubleshooting, and workflow improvements • Reproduce, document, and escalate product bugs or technical issues to the development team • Create clear support documentation, internal SOPs, help articles, and troubleshooting guides • Help improve support processes, ticket handling, escalation paths, and customer-facing resources • Review customer issues and identify patterns that could become product improvements or training opportunities • Assist with testing new features, workflows, automations, and AI tools before and after release • Communicate technical issues in a clear, simple, and professional way to both technical and non-technical users • Help maintain a high standard of response time, follow-up, and customer experience