• Provide advanced technical support to enterprise customers via phone, email, chat, and remote sessions • Diagnose and resolve customer-reported problems, performing root cause analysis to prevent recurrence and ensure high availability of services • Collaborate with engineering, product, and sales teams to escalate and resolve intricate technical challenges • Assist in the deployment and optimization of customer environments • Monitor and respond to support tickets in a timely manner, maintaining SLAs • Mentor junior team members and contribute to internal training resources • Stay abreast of emerging technologies and industry trends to enhance support capabilities and customer satisfaction

Role Description We have an exciting opportunity available as a temporary HRIS Cloud Analyst! While in the temporary assignment, the individual will work EST daylight hours, Monday through Friday. This is a paid position that offers fully remote work arrangements during the estimated six-month work assignment. In this role, the Cloud Analyst will provide innovative thinking and problem-solving techniques to support the UPMC Human Resources team. This role supports the development and maintenance of Oracle HCM Cloud and other related HR systems, ensuring relevance, integrity and reliability. Additionally, the Analyst may assist with EHR projects and support HR Shared Services partners. We’re on the hunt for someone who thrives in fast-paced environments, communicates effectively, juggles multiple tasks with ease, and tackles challenges with confidence. Additionally, they have experience with Microsoft Excel, SQL and Oracle HCM. Apply online today! - Provides fundamental system and procedural knowledge in one or more HR related subject areas. - Recommends solutions or alternate methods for improvement that align with business needs and strategic goals. - Provides production support by actively monitoring departmental email and logging in to departmental phone system. - Completes routine requests. - Researches and resolves HR system problems, unexpected results or process flaws. - Escalates and communicates issues through appropriate channels. - Supports system improvements and maintenance under the guidance of the management team and senior staff. - Completes basic configuration of the HR systems. - Supports thorough execution and documentation of key activities (including design, testing, cutover). - Supports change management, ensuring end users are well prepared. Qualifications - Bachelor's degree in Information systems or similar program experience with modern technology and application support through education or practical experience preferred. - OR High School Diploma/GED and two years of experience with modern technology and application support through education or practical experience preferred. - Experience supporting Oracle HCM Cloud application in one or more HR related subject areas preferred. - Experience with SQL and Excel reporting functions highly desired. Licensure, Certifications, and Clearances - UPMC is an Equal Opportunity Employer/Disability/Veteran

• Provide technical case support (all channels) for all Corptax customers and other internal Corptax teams using the then-current tools available to the Support organization • Understand customer needs and provide personalized support to assigned customers or other customers as requested based on areas of specialization/expertise and customer need • Respond to and provide appropriate solutions to intermediate level customer inquiries while maintaining moderate case closure rates • Collaborate with team members in a fast-paced environment • Work under clearly defined guidelines, with moderate supervision, making sound decisions based on previous experience and confirming your conclusions with more senior level team members prior to execution • Document all customer issues in the Corptax case tracking system and assign or document appropriate solutions to the customer issue • Review knowledge base solutions within professional expertise to ensure overall quality of our resources and digital support capabilities • Develop proficiency in all Corptax products from a technical perspective • Perform release testing, as required, of customer scenarios both prior to and after a new Corptax product release. Testing is a shared responsibility, including triage of new product releases and identifying potential required software enhancements • Assist on various projects as assigned • Learn new technology and experiment with potential internal efficiency solutions • Demonstrate consistent exemplary standards of ethical conduct • Promote a culture of cooperation, collaboration, and connection within the support team, as well as globally with other CSC business units.

• Serve as the point of contact for complex customer inquiries, issues, and escalations. • Troubleshoot and resolve issues related to integrations, workflows, and platform performance. • Join customer calls to live-troubleshoot issues, explain findings, and guide customers through solutions. • Comfortable communicating with both technical and non-technical stakeholders. • Partner with Engineering and Customer Success Managers (CSMs) to ensure alignment on customer priorities and deliver a strong customer experience. • Diagnose, troubleshoot, and debug issues end-to-end, documenting actions taken for tracking. • Comfortable troubleshooting and resolving issues related to REST API functionality - including crafting and validating GET, POST, PUT, and DELETE calls using tools such as cURL and Postman. • Demonstrate an understanding of HTTP response codes and their significance in integration debugging. • Knowledge of authentication types: session-based, signed request, OAuth, Basic Auth, and API key authentication. • Familiar with certificates: self-signed certificates, CA certificates, and certificate chain validation. • Pull and review logs to identify errors, analyse root causes, and implement effective solutions. • Leverage SQL to query databases, extract relevant data, and support troubleshooting efforts. • Utilize Jinja2 to develop and maintain scripts and tools for automation and customization. • Review and analyze workflows, imports, and system configurations to identify performance issues or failures. • Collaborate closely with Engineering, SRE, and Product teams to investigate and resolve customer-impacting incidents. • Escalate and document issues that cannot be resolved at Tier 1 to the appropriate Engineering team. • Document solutions, troubleshooting steps, and best practices in the Technical Support Spaces. • Provide structured investigation updates to customers during incident response.