• Serve as the escalation point of contact for customers seeking technical assistance via phone or email. • Perform remote troubleshooting through diagnostic techniques and pertinent questions • Determine best solution based upon the issue and details provide by customers • Walk the customer through the problem-solving process • Escalate unresolved issues to the next level of support when needed • Provide accurate information on IT products or services • Record events and problems and their resolution in ticketing system • Manages client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved • Represent company professionally to all interested parties including customers, prospects, and outside vendor partners • Adherence and commitment to company Core Values • Process oriented, with great attention to detail • Other duties assigned

Role Description The Level 1 Help Desk Technician provides first-line support to end-users experiencing technical issues. This role involves troubleshooting hardware and software problems, resolving basic IT issues, and escalating more complex problems to higher-level support teams as needed. - Respond to and resolve a high volume of initial IT support requests via phone, email, or chat, including password resets, software installations, and hardware troubleshooting - Diagnose and resolve basic hardware and software issues, including operating system problems, connectivity issues, and user account management - Contribute to and utilize the internal knowledge base for common issues and solutions and provide feedback for improvement - Create, update, and close support tickets in the IT ticketing systems, ensuring accurate documentation of all issues and resolutions - Provide excellent customer service, maintaining a positive and professional attitude while assisting users with their technical issues - Strong problem-solving skills and attention to detail including multi-tasking - Effectively troubleshoot and resolve customer complaints or concerns while maintaining a positive attitude - Meet or exceed performance metrics including call handling time, quality assurance, and other metrics as assigned Qualifications - 6 weeks training – Missing more than 1 day can lead to a drop in the program (internally, will review on a case by case basis) - First 30 days on the floor – first out for any reason will lead to a final warning with or without a doctor’s note. Providing a note will count as one instance instead of multiple days of absence (consider this one pass in the first 30 days) - Planned days off, in advance, would need approval - Second time out while on a warning can lead to a drop (unless there is an extenuating circumstance that can be explained and documented; will be considered on a case by case basis) - NCNS will most likely be a drop and is not tolerated due to lack of communication and following policy - After 30 days we will start to measure attendance compliance. This score cannot reach below 92.5%, meaning you must be at work 92% of the time Requirements - This is a Contract position based out of Raleigh, NC - The pay range for this position is $15.50 - $15.50/hr Benefits - Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Jul 29, 2026.

Role Description The Lead, IT Portfolio Management, Next Best Action is responsible for leading the technology portfolio management capability for a large, complex, high-visibility domain focused on customer decisioning, analytics, personalization, digital engagement, and customer interaction capabilities. This role will connect business strategy to technology execution by bringing together: - Roadmap planning - Investment management - Financial governance - Jira Align discipline - ServiceNow demand visibility - Delivery health - Vendor and contract oversight - Cross-domain dependency management - Value realization The ideal candidate is a seasoned portfolio leader who has managed large-scale, multidimensional technology portfolios in a Fortune 50 or similarly complex enterprise environment. This person must be able to: - Think strategically - Operate hands-on - Influence senior stakeholders - Build governance from the ground up - Raise the maturity of portfolio management practices across a matrixed organization This role is not a status reporting role. It requires a strategic operator who can: - Understand the business problem - Connect the dots across business, technology, finance, vendors, delivery, and execution - Drive the work needed to create clarity, accountability, and measurable outcomes Qualifications - Bachelor's degree in Business, Technology, Finance, Engineering, Information Systems, or a related field. - 12+ years of experience in IT portfolio management, technology program management, portfolio governance, digital transformation, or strategic technology operations. - Experience managing large-scale, complex technology portfolios ($60M+) across multiple products, platforms, initiatives, vendors, funding sources, dependencies, and multi-year roadmaps. - Proven ability to align business strategy with technology execution through portfolio prioritization, investment planning, roadmap alignment, governance, value realization, and executive decision support. - Experience supporting customer-facing technology domains, including Next Best Action, customer decisioning, personalization, CRM, customer engagement, analytics, data platforms, or related digital capabilities. - Strong portfolio financial management experience, including budgets, forecasts, actuals, funding allocations, vendor spend, capitalization, and financial risk management. - Hands-on experience with Jira Align and Jira for portfolio visibility, roadmap management, dependency tracking, risk reporting, and executive reporting. - Experience with ServiceNow or similar platforms for demand intake, governance workflows, portfolio reporting, and operational management. - Demonstrated success establishing and maturing portfolio governance processes, operating models, executive dashboards, QBRs, and leadership reporting. - Experience operating in large, complex enterprise environments with senior executive stakeholders and cross-functional accountability. - Strong analytical, financial, communication, facilitation, stakeholder management, and problem-solving skills, with the ability to drive accountability and influence without direct authority. - Experience with SAFe, Lean Portfolio Management, Agile delivery, product operating models, enterprise PMO practices, or technology investment governance. - Experience in healthcare, insurance, financial services, retail, telecommunications, or other highly regulated and customer-centric industries. Requirements - Next Best Action portfolio plan connecting business priorities, customer decisioning capabilities, analytics engine needs, technology roadmap, investments, capacity, dependencies, and expected outcomes. - Integrated roadmap view showing business priorities, product roadmap, analytics capabilities, customer interaction platforms, data dependencies, technology enablers, modernization work, and delivery timing. - Portfolio operating calendar covering portfolio syncs, roadmap reviews, financial cycles, QBR inputs, enterprise reporting deadlines, contract reviews, and leadership updates. - Monthly portfolio health report covering execution status, milestone progress, financials, risks, issues, dependencies, decisions needed, value progress, and key trend movement. - Quarterly business review package covering portfolio performance, investment health, financial trends, roadmap progress, delivery confidence, contract trends, risk posture, dependencies, decisions needed, and next-quarter priorities. - Jira Align portfolio health view showing epic progress, feature progress, roadmap alignment, PI progress, objective progress, risks, dependencies, delivery confidence, capacity signals, and leadership action items. - Portfolio financial dashboard covering budget, forecast, actuals, variances, funding changes, labor and non-labor spend, capitalization, vendor spend, contract commitments, and financial risk. - Contract and vendor portfolio view showing SOWs, renewals, vendor spend, burn rates, contract commitments, license or service obligations, expiration dates, and contract-related risks. - ServiceNow demand and intake view showing new requests, business value, funding status, prioritization inputs, capacity implications, governance path, and decision status. - Risk, issue, and dependency register with accountable owners, mitigation actions, due dates, aging trends, escalation paths, and closure status. - Value realization view connecting major investments to business outcomes, OKRs, expected benefits, customer impact, baseline measures, progress indicators, and realized value. - Portfolio data quality scorecard covering Jira Align hygiene, Jira accuracy, ServiceNow intake quality, financial data quality, reporting completeness, and corrective actions. Benefits - Medical, dental and vision benefits - 401(k) retirement savings plan - Paid time off, including company and personal holidays - Paid parental and caregiver leave - Short-term and long-term disability - Life insurance - Many other opportunities Company Description Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large.

• Develop and execute short- and long-term infrastructure roadmaps that support CCM’s business growth, technology modernization, and operational resilience. • Translate enterprise technology objectives into practical infrastructure plans across hybrid cloud, AWS, Azure, networking, identity, endpoint foundations, collaboration platforms, and core enterprise services. • Define and maintain infrastructure engineering standards, reference architectures, design patterns, documentation expectations, and operational readiness requirements. • Drive scalable, repeatable infrastructure delivery through automation, Infrastructure as Code, standard templates, reusable patterns, and disciplined change management. • Partner with Enterprise Architecture and Security & Risk to ensure infrastructure solutions align with enterprise architecture principles, security controls, compliance expectations, and business continuity requirements. • Evaluate emerging technologies, vendors, services, tools, and delivery models that improve reliability, scalability, cost efficiency, security, and engineering velocity. • Develop business cases, cost-benefit analyses, and recommendations for infrastructure investments, modernization initiatives, and platform improvements. • Lead the design, engineering, and implementation of infrastructure solutions across CCM’s hybrid environment, including AWS, Azure, on-premises platforms, networking, identity/IAM, Microsoft 365, collaboration tools, and endpoint platform foundations. • Oversee infrastructure project delivery from intake through design, implementation, testing, documentation, transition, and operational handoff. • Ensure new infrastructure solutions are secure by design, observable, resilient, cost-conscious, supportable, and aligned with enterprise standards. • Drive adoption of modern deployment practices, including Infrastructure as Code, Git-based workflows, CI/CD pipelines, automated configuration, scripting, and repeatable release patterns. • Provide leadership for infrastructure modernization efforts, lifecycle management, cloud adoption, platform consolidation, technical debt reduction, and service improvement initiatives. • Ensure infrastructure designs include appropriate monitoring, alerting, logging, backup, recovery, capacity, performance, and support requirements before transition to Operations. • Partner with Technology Operations to ensure clean handoffs, clear runbooks, escalation paths, knowledge transfer, and operational support models. • Manage engineering delivery across core infrastructure domains, including cloud platforms, network services, identity services, directory services, collaboration platforms, and enterprise productivity foundations. • Support AWS as a required platform capability and Azure as a preferred platform capability, ensuring cloud environments are built with strong governance, security, resiliency, automation, and cost-management practices. • Provide leadership across network engineering capabilities such as LAN/WAN, SD-WAN, VPN, DNS, DHCP, firewall coordination, connectivity, segmentation, cloud networking, and performance optimization. • Guide identity and access platform initiatives involving Active Directory, Microsoft Entra ID, SSO, MFA, privileged access, conditional access, lifecycle management, and least-privilege access models. • Support Microsoft 365 and collaboration platform foundations, including governance, platform configuration, security alignment, service enablement, and enterprise adoption needs. • Partner with endpoint, security, and operations teams to ensure endpoint platform foundations are standardized, manageable, secure, and aligned with enterprise requirements. • Partner with Security & Risk to embed security requirements into infrastructure designs, implementation plans, and operational readiness criteria. • Ensure infrastructure platforms support appropriate controls for identity, access, logging, encryption, vulnerability management, patching, lifecycle management, backup, recovery, and resiliency. • Support disaster recovery, business continuity, incident readiness, and infrastructure resilience planning. • Participate in major incident reviews, root cause analysis, remediation planning, and continuous improvement activities as an infrastructure engineering leader. • Ensure infrastructure documentation, architecture diagrams, standards, implementation records, and support procedures remain current and audit-ready. • Establish strong delivery practices that balance speed, quality, security, supportability, and long-term maintainability. • Maintain clear communication with IT leadership, project stakeholders, Technology Operations, Security & Risk, Enterprise Architecture, PMO, business partners, and vendors. • Provide executive-ready updates on infrastructure initiatives, risks, delivery progress, resource needs, dependencies, and decision points. • Define and track key performance indicators related to infrastructure delivery, platform health, project execution, technical debt reduction, automation, and operational readiness. • Serve as an escalation point for complex infrastructure engineering issues, major production concerns, and high-priority platform decisions. • Ensure infrastructure work is prioritized, planned, delivered, documented, and transitioned effectively. • Lead, coach, and develop a team of infrastructure engineers and technical professionals. • Set clear goals, priorities, standards, and expectations for team delivery, quality, documentation, collaboration, and accountability. • Manage team capacity, resource planning, work assignments, performance feedback, hiring, onboarding, and professional development. • Build a culture of ownership, continuous improvement, engineering discipline, service excellence, and cross-functional partnership. • Promote knowledge sharing, standardization, mentoring, and repeatable delivery practices across the infrastructure team. • Manage vendor relationships, technology evaluations, renewals, support agreements, and infrastructure-related procurement activities. • Support infrastructure budget planning, forecasting, cloud cost management, licensing reviews, and cost optimization efforts. • Partner with PMO and IT leadership to manage the infrastructure project portfolio, prioritize demand, identify delivery risks, and ensure alignment to enterprise objectives. • Evaluate infrastructure investments based on business value, risk reduction, operational impact, scalability, security, and total cost of ownership. • Participate in escalation support for major incidents, high-priority infrastructure issues, and critical production events. • Occasional work outside standard business hours may be required to support planned maintenance, production changes, incident response, and project implementations.