• Work second shift, Monday through Friday, 4:00 PM to 12:30 AM Central Time. • Monitor the IBM Sterling File Gateway platform and associated file transfer infrastructure to ensure successful processing, routing, and delivery of business-critical files. • Investigate and resolve file transfer failures by replaying transactions, correcting routing issues, or coordinating resolution activities with internal and external stakeholders. • Partner with business units, third-party clients and vendors, and the BMO Systems Operations Center to triage incidents and restore service within established service level expectations. • Perform production and QA environment health checks at the beginning of each shift to confirm platform availability and functionality. • Escalate identified issues to the appropriate support teams and provide clear documentation of findings and actions taken. • Provide business verification and operational validation support for infrastructure changes, including network and system maintenance activities that may impact Sterling File Gateway services. • Communicate operational status, incidents, and shift handoff information effectively to third-shift support and dayshift personnel and management.

• Assists with the coordination, integration, and delivery of planned change, projects, or programs. • Consistently plans, implements, and manages small projects. • Tracks and has shared accountability for planned performance and results. • As directed, develops presentations, program overviews, recaps, and other materials for internal meetings and presentations. • Analyzes data as it relates to programs, projects and processes. • As directed, supports the development/design of new plans, programs & processes of simple complexity. • Deepens understanding within functional area to support continuous improvement. • Assist with identifying problems in area of specialty, including business, process and technical problems. • As directed, contributes to project milestones to achieve plan objectives. • As directed, support the future vision and strategy for large-scale programs, including contributing to development of business cases and execution roadmaps and three-year plans.

• Own PatientIQ's portfolio of strategic initiatives—governing the company's highest-priority work from prioritization through execution, ensuring every initiative has clear ownership, measurable outcomes, and executive visibility. • Lead complex cross-functional initiatives from strategy through execution, partnering across Product, Commercial, Customer Success, Engineering, Finance, and Operations to deliver measurable business results. • Help build and scale PatientIQ's Strategic Program Office (SPO) by establishing the governance, operating cadence, portfolio management, and accountability mechanisms that enable the company to execute at scale. • Partner with the Chief of Staff and executive leadership team on strategic planning, executive operating rhythms, organizational priorities, board and leadership communications, and other high-impact initiatives critical to the business. • Develop executive-ready analyses, recommendations, and communications that translate complex information into clear decisions, align stakeholders, and enable faster, higher-quality execution. • Define and measure business impact by establishing KPI frameworks, tracking strategic initiatives, surfacing risks early, and ensuring investments deliver measurable operational and commercial outcomes. • Champion AI-enabled ways of working by standardizing AI-powered workflows, automating manual processes, and embedding AI into how teams plan, communicate, analyze, and execute—creating meaningful leverage across the organization. • Drive accountability across the organization by clarifying ownership, facilitating decision-making, removing execution roadblocks, and maintaining momentum on the company's most important priorities.

Role Description As a Technical Solutions Consultant, you become the trusted technical partner for a portfolio of high value advertising clients, guiding them through complex challenges with a mix of deep technical skill, clear communication, and real care for their outcomes. Every day is a chance to turn an ambiguous request into a confident resolution. You will own a queue of incoming cases through a ticketing system, work case by case with advertisers, and bring calm, thoughtful problem solving to accounts that require both technical depth and a diplomatic touch. If you love untangling tricky issues and helping people feel supported while you do it, you will feel right at home here. What You Will Do - Provide scaled technical support to a group of the client's top advertising partners, managing your work case by case through a ticketing system. - Take in ambiguous or open ended requests and translate them into clear next steps, drawing on your technical knowledge and troubleshooting instincts. - Own and prioritize a live queue of incoming requests, keeping response times fast and communication warm and consistent. - Support high value advertisers whose accounts call for a more technical and diplomatic approach, balancing rigor with relationship building. - Diagnose and resolve issues across the client's advertising and business technology ecosystem, and escalate thoughtfully when a case needs a partner team. - Document solutions clearly so that every resolution builds a stronger knowledge base for advertisers and the wider team. How Success Is Measured - Speed and efficiency in working your case queue. - Resolution success rate and overall issue resolution quality. - Customer satisfaction across the advertisers you support. - Initial response time, follow up response time, and resolution response time. Qualifications - Hands on platform experience. - First hand knowledge of major advertising platform tools and experience building integrations across leading advertising and social platforms, including managing API based tools within a large advertising ecosystem. - Industry experience: 2 to 4 years of experience in the digital advertising and/or technology industries. - Technical troubleshooting: Proven experience troubleshooting advertising and business technologies and the broader ecosystem, for example advertising and marketing APIs, ads management platforms, conversions APIs, platform SDKs, and tracking pixels. Requirements - SQL and scripting: SQL is highly preferred, including comfort running SQL queries, along with API familiarity and JavaScript. - Sales partnership experience: Experience working cross functionally with sales teams (Sales XFN). Experience and Education - 2 to 4 years of relevant experience. - BA degree or equivalent practical experience. Benefits - Dental insurance - Health insurance - Health savings account - Life insurance - Paid time off - Retirement plan - Vision insurance Location Remote Role type Contract 12 Month Position Expected hours 40 per week Schedule 8 hour shift, Monday to Friday Application Question(s) - Do you or will you in the future require any sponsorship to work in the US? Language - English (Required)