• Responsible for the day-to-day support, maintenance, and optimization of software applications that support Health & Wellness operations • Partners with business and technical stakeholders to analyze requirements, troubleshoot application issues, and implement system enhancements that improve efficiency and user experience • Application support, file mapping and data integration activities, SQL-based research and analysis, testing software upgrades and patches, and managing incidents, changes, and service requests • Works closely with cross-functional teams, leveraging tools such as Jira to track work and support project initiatives

Role Description As a member of an Agile delivery team, the Systems Analyst 3 acts as a senior technical resource in application/service architecture, application design and delivery, translating business and technical requirements into enterprise systems. The role is responsible for: - Proactively leading the analysis, architecture, design, and implementation of complex SAP-based enterprise solutions. - Ensuring solutions fit within BCLC architecture and industry standards. - Partnering with diverse stakeholders on delivering enterprise system solutions, including Product Owners, Enterprise Architects, business stakeholders, and various technical and business subject matter experts. Key Accountabilities - Acts as a subject matter expert, translating business requirements and providing technical and impact analysis to deliver complex enterprise system solutions. - Responsible for the full scope technical project management of SAP-related operational projects. - Works across large functional areas to develop and review SAP-based artifacts including business requirements documents, functional and technical design documents in conjunction with external vendors/service providers. - Ensures the successful development, quality assurance, implementation, and ongoing support of the designed SAP solution. - Leads key SAP program initiatives, relating to SAP Cloud ERP Private Edition (RISE PCE) ecosystem, Business Data Cloud (BDC)/Analytics cloud, and related Cloud applications used by BCLC. - Leads integration readiness, testing (SIT/UAT), cutover planning and execution, while tracking risks, dependencies, and cross-workstream impacts. - Maintains awareness of emerging technology to provide advice and recommend solutions and opportunities to business and technology stakeholders. - Collaborates with the Business Analyst, Product Owner, and subject matter experts to define non-functional requirements. - Utilizes industry-standard approaches and deep understanding of enterprise systems and their integration points to identify gaps and recommend creative solutions. - Leads and guides cross-functional teams by helping them understand the strategy and deliver on initiatives. - Facilitates technical and joint-design workshops with technical delivery teams to ensure thorough design and implementation. Qualifications - A combination of education, experience, and demonstrated skills may be considered. - A Bachelor’s degree in a related discipline. - Minimum of 4 - 6 years IT experience with at least five years progressively responsible experience in SAP ERP/S4 HANA/SAP Cloud ERP Private or Public Edition (Rise PCE). Knowledge & Technical Skills - Demonstrated experience and knowledge in the principles, concepts, practices, and techniques in SAP and ERP Systems. - SAP Application Management functional knowledge including modules and components – e.g. FI/CO, MM, WM, HR, SD, SuccessFactors ECP Payroll, Concur, Ariba and related integrations. - Good understanding of SAP Managed Operations Services MOS concepts and Basis responsibilities. - SAP Application Lifecycle Management ALM and project delivery concepts/knowledge. - SAP Business Data Cloud BDC, Analytics Cloud, or other fully managed, cloud-based data platform. - Familiarity with integrated SAP Cloud Application Management concepts. - SAP security concepts (controls, application and cyber security). - Demonstrated knowledge of project management and change management principles. - Advanced skills in software integration experience; experience in analysis, design, development, and deployment of complex software solutions. - Delivering design and development in an Agile environment. - Extensive experience in analysis, design, development and implementing systems using application integration architecture. - Advanced technical writing skills. - Proficient user of Microsoft Office Suite: Word, Excel, Outlook, etc. Competencies - Exceptional attention to detail and accuracy. - Advanced business acumen. - Advanced communication and presentation skills. - Advanced time management, organizational and multi-tasking skills. - Able to interpret and translate ambiguous situations into structured deliverables. - Extensive experience with complex problem solving and analytical thinking. - Experience in leading a team (directly or indirectly), strong team player. Benefits - Robust wellness programs to enhance your physical, mental, social, financial, and career well-being. - Flexible working model which supports work-life integration and a 37.5 hour work week. - Volunteer hours provided through our Play It Forward program.

• responsible for providing HIM operational guidance and system support to the assigned Region. • conceptualizes, designs, implements, supports and maintains assigned applications. • Implements, maintains and supports HIM standards, to meet the business needs of Intermountain Heath. • Drives identification of requirements for document management workflows and standards. • Identifies areas of improvements and processes through data analysis and designs innovative solutions. • Analyzes and documents user requirements, procedures, and problems to automate or improve existing systems and/or workflows. • Reviews system capabilities, workflow, and limitations. • Performs daily, weekly and monthly reviews and analyses of current processes using operational metrics and reports. • Researches, troubleshoots, prioritizes and resolves assigned ServiceNow tickets, chats, emails, and phone calls. • Documents in ticketing system and responds promptly as guided by service level agreements. • Innovate, design, implement, support and maintain workflows, processes and HIM identified work. • Collaborates with clinical, nonclinical and technical support teams to identify system needs and opportunities for improvement. • Ensures compliance with Health Information Management standards.

Role Description We are seeking a Contact Center Systems Engineer with 3-5 years of experience supporting, administering, and optimizing cloud contact center platforms. This individual will play a key role in driving AI and automation initiatives, improving customer engagement channels, and enhancing workforce management capabilities. The ideal candidate will have a blend of engineering and administration experience, including: - Configuring contact center technologies - Supporting integrations - Troubleshooting platform issues - Implementing AI-driven solutions that improve both the customer and agent experience Key Responsibilities - Support and administer cloud-based contact center platforms, including configuration, maintenance, and optimization. - Lead AI and automation initiatives utilizing tools such as Talkdesk Copilot, Autopilot, and other conversational AI solutions. - Design, implement, and enhance automated workflows to improve operational efficiency. - Support the rollout and optimization of chat and digital engagement channels. - Configure and maintain routing logic, call flows, IVRs, queues, and agent experiences. - Partner with business and operations teams to identify opportunities for process automation and customer experience improvements. - Assist with workforce management initiatives, including reporting, forecasting, staffing, and scheduling optimization. - Perform system troubleshooting, root cause analysis, and issue resolution across contact center technologies. - Monitor platform performance and implement enhancements based on business needs. - Develop technical documentation, best practices, and process workflows. - Support system integrations with CRM and third-party applications. Qualifications - 3-5 years of experience supporting or engineering cloud contact center solutions. - Experience administering and configuring contact center platforms such as Talkdesk, Genesys, Five9, NICE CXone, Amazon Connect, or similar technologies. - Experience with AI-driven customer service solutions, automation platforms, chatbots, or conversational AI. - Understanding of contact center architecture, call routing, IVR design, and omnichannel customer engagement. - Experience troubleshooting system issues and supporting production environments. - Knowledge of APIs, integrations, and system connectivity concepts. - Strong analytical, problem-solving, and communication skills. Preferred Qualifications - Experience supporting Talkdesk Copilot, Autopilot, or similar AI-powered customer service tools. - Workforce Management (WFM) experience including forecasting, scheduling, and performance optimization. - Experience supporting CRM integrations such as Salesforce. - Knowledge of reporting and analytics platforms. - Experience in customer service technology transformation projects. Ideal Candidate - 3-5 years of engineering experience within a contact center or customer experience environment. - Comfortable handling both technical engineering work and day-to-day platform administration. - Strong problem solver who enjoys improving processes through automation and AI. - Organized, detail-oriented, and capable of working with both technical and business stakeholders. Job Type & Location This is a Contract position based out of Atlanta, GA. Pay and Benefits The pay range for this position is $45.00 - $50.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: - 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 31, 2026.