• Ensure that project is delivered within scope, by carefully managing scope changes • Ensure project is delivered on time and within budget, by carefully managing project schedule and costs • Work towards meeting defined Customer Satisfaction criteria to ensure a high customer satisfaction score at the end of the project, therefore positively contributing to Facilization’s Customer NPS. • Ensure project deliverables meet the set qualitative criteria • In collaboration with Team Leaders, maximize efficiency on resource utilization to positively contribute on Productivity/Profit per Employee (PPE) ratio

• Lead inbound calls with genuine empathy, turning anxious homeowners facing fire, water, or mold damage into calm, confident clients who know they are in safe hands. • Proactively communicate daily updates across homeowners, project managers, field crews, and insurance adjusters so no project milestone or detail drops through the cracks. • Spot project delays, scheduling conflicts, or communication gaps early, solving issues proactively before they escalate into customer complaints. • Track, document, and relay critical scope approvals, carrier requests, and adjuster inquiries to ensure seamless documentation and project approvals.

Role Description The Manager, Platform & Identity Administration plays a strategic, hands-on role in advancing Empower’s enterprise digital workplace experience through the optimization and expansion of collaboration tools, identity and access management, AI-powered productivity solutions, and intelligent automation. This role leads a team of administrators while personally driving high-impact initiatives across Microsoft 365, Microsoft Entra ID, Microsoft 365 Copilot, and legacy business systems to ensure seamless integration, scalable adoption, secure access, and continuous innovation. By combining direct technical ownership with people leadership—and by embedding responsible AI capabilities, automation, and Zero Trust security principles into everyday workflows—the IT Manager, Platform & Identity Administration helps build a high-performing team and a flexible, secure, productive, technology-enabled environment that supports Empower’s mission to deliver affordable, life-changing medication to 300 million people living healthier, happier lives. Responsibilities - Microsoft 365 Administration - Administers and supports core Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive for Business, Microsoft Defender, and Microsoft Purview, ensuring reliable and secure operations. - Manages Microsoft 365 tenant configuration, policies, and service health across the organization. - Administers Microsoft 365 licensing and subscription management, including allocation, renewals, and cost optimization. - Leads Microsoft 365 migrations, upgrades, and service implementations from planning through execution. - Monitors platform performance, availability, and security, proactively identifying and resolving issues to minimize service disruption. - Drives digital workplace innovation by evaluating emerging Microsoft technologies—including Microsoft 365 Copilot, Copilot Studio, Viva, Power Platform, and SharePoint Framework—to streamline communication, automate routine processes, and improve employee engagement. - Administers and governs Microsoft 365 Copilot and AI agents, including licensing, access controls, data protection, usage monitoring, and prompt/agent governance, to ensure secure and responsible AI adoption across the enterprise. - Champions AI and automation strategy across the digital workplace, identifying opportunities to apply Microsoft 365 Copilot, Copilot Studio agents, and Power Platform automation to reduce manual effort and improve employee productivity. - Identity & Access Management (IAM) - Manages Microsoft Entra ID (Azure AD) and hybrid identity environments, including directory synchronization via Azure AD Connect/Cloud Sync. - Designs and maintains Role-Based Access Control (RBAC) models to ensure appropriate, least-privilege access across systems. - Implements and supports Single Sign-On (SSO), Multi-Factor Authentication (MFA), passwordless authentication, and Conditional Access policies to secure enterprise access. - Administers identity lifecycle management processes, including Joiner, Mover, and Leaver (JML) workflows. - Integrates enterprise applications using SAML, OAuth 2.0, OpenID Connect (OIDC), and SCIM protocols. - Identity Governance - Develops and manages access governance processes to ensure appropriate and auditable access across enterprise systems. - Conducts periodic access reviews and certifications to validate user entitlements. - Implements least-privilege access principles across Microsoft 365 and integrated platforms. - Supports segregation of duties (SoD) requirements to reduce the risk of conflicting access. - Ensures compliance with corporate security policies and regulatory standards. - Security & Zero Trust - Designs and implements Zero Trust identity controls to strengthen enterprise security posture. - Manages privileged access controls and administrative roles across Microsoft 365 and identity platforms. - Supports Privileged Identity Management (PIM) to govern just-in-time and time-bound administrative access. - Investigates authentication and access-related security incidents in partnership with the Security team. - Implements security monitoring and risk mitigation controls to detect and respond to identity-based threats. - AI & Automation - Develops automation using PowerShell, Microsoft Graph API, Azure Automation, and Power Platform (preferred) to streamline administrative tasks. - Builds and deploys Copilot Studio agents and AI-driven workflows to automate repetitive administrative and support tasks, improving team efficiency and response times. - Automates provisioning, deprovisioning, and access management processes to improve efficiency and reduce manual error. - Integrates HR, ITSM, and other business applications with IAM solutions to support end-to-end identity workflows. - Compliance & Audit - Supports audits related to SOX, HIPAA, PCI-DSS, ISO 27001, and NIST frameworks. - Generates compliance reports and access review documentation to support audit and regulatory requirements. - Participates in security assessments and remediation activities to address identified risks. - Team Leadership - Manages and mentors a team of Microsoft 365 and Identity Administrators, providing day-to-day guidance, coaching, and technical direction. - Conducts performance management, including goal-setting, regular feedback, and annual performance reviews for direct reports. - Leads hiring, onboarding, and skill development for the team to ensure adequate coverage and growth of technical capability. - Plans and allocates team workload, balancing hands-on personal contribution with oversight of team-executed work across competing priorities. - Serves as an escalation point for complex technical issues, personally engaging in critical incidents and complex troubleshooting alongside the team. - Leads identity and Microsoft 365-related projects from initiation through completion. - Provides technical guidance and mentorship to junior administrators and engineers. - Develops operational procedures, standards, and technical documentation to support platform governance. - Collaborates with security architects and infrastructure teams on strategic initiatives. - Collaborates with stakeholders in People Operations, Facilities, and Compliance to define digital workplace requirements and deliver solutions that meet evolving enterprise needs. - Owns the roadmap for assigned platforms, coordinating cross-functional rollout efforts and delivering training—including AI literacy and Copilot enablement programs—to maximize adoption and business value. - Manages vendor relationships and software licensing for Microsoft applications, including renewals, cost optimization, and Microsoft Premier/Unified Support engagements. - Oversees change management and incident response for Microsoft application environments, ensuring changes are tested, documented, and communicated with minimal business impact. - Maintains comprehensive documentation, including system configurations, standard operating procedures, and knowledge base articles to support operational continuity. - Partners with Security/IT Risk teams to support disaster recovery and business continuity planning for Microsoft application environments. Qualifications - Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, Systems Engineering, or a related field required; equivalent work experience may be considered in lieu of a degree. - 10+ years of experience in IT systems administration, digital workplace technology, or Microsoft 365 platform ownership, including a minimum of 7 years administering Microsoft 365 services and 5+ years in Identity and Access Management (IAM). - 2+ years of experience directly managing or leading technical staff, with a demonstrated ability to balance hands-on technical work with people leadership. Technical Skills - Microsoft Technologies: Microsoft Entra ID (Azure AD); Azure AD Connect/Cloud Sync; Exchange Online; Microsoft Teams; SharePoint Online; OneDrive; Microsoft Defender Suite; Microsoft Purview; Intune (preferred). - Identity & Access Management: SSO; MFA; Conditional Access; Identity Governance; RBAC; Privileged Identity Management (PIM); Access Reviews. - Authentication & Federation: SAML 2.0; OAuth 2.0; OpenID Connect (OIDC); LDAP; Kerberos. - Automation: PowerShell (advanced); Microsoft Graph API; Power Automate; Azure Automation. - Cloud Platforms: Microsoft Azure; AWS IAM (preferred); Google Workspace or GCP Identity (preferred). Certificates, Licenses, Registrations - Microsoft Certified: Identity and Access Administrator Associate (SC-300), Microsoft Certified: Messaging Administrator Associate (MS-203), or Microsoft Certified: Microsoft 365 Administrator Expert required; Microsoft 365 Certified: Copilot and Agent Administration Fundamentals strongly preferred. Key Competencies - Customer Focus: Builds trust through customer-centric solutions. - Strategic AI: Guides responsible AI adoption and adaptation. - Optimizes Work Processes: Drives efficiency with continuous improvement. - Collaborates: Partners effectively to achieve shared goals. - Resourcefulness: Secures and deploys resources efficiently. - Manages Complexity: Simplifies and solves complex challenges. - Ensures Accountability: Delivers on commitments with integrity. - Situational Adaptability: Adjusts approach to shifting conditions. - Communicates Effectively: Tailors messages to diverse audiences. Values - People: Empowering people defines who we are. - Quality: Excellence in every product, every time. - Service: Serving others is our highest purpose. - Innovation: Advancing care through technology and discovery. Benefits - Comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage. - Paid time off. - 401(k) matching. - Wellness perks. - IV therapy and compounded medications. Physical Requirements - While performing the responsibilities of the job, the employee is required to talk and hear. - The employee is often required to remain in a stationary position for a significant amount of the workday. - Frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. - Employees are regularly required to move about the office and around the corporate campus. - The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

• Lead Agile ceremonies including sprint planning, daily stand-ups, sprint reviews, and retrospectives. • Manage project backlogs, user stories, and sprint tracking using Jira. • Act as the primary point of contact for client stakeholders, providing project updates, risk assessments, and mitigation plans. • Oversee the delivery of ETL pipelines, data ingestion frameworks, data lake, and data warehouse solutions. • Drive automation initiatives and improve operational efficiency across data operations. • Ensure effective project governance, documentation, and alignment with business objectives. • Facilitate technical discussions between engineering teams and client stakeholders. • Manage project risks, dependencies, escalations, and issue resolution. • Monitor project financials, resource allocation, onboarding, and knowledge transfer activities. • Ensure on-time delivery while maintaining quality standards and stakeholder satisfaction.