IT Support

• Conduct high-quality, time-efficient audits within the allocated budget in complex areas
• Identify key risks and assess the control environment using data analytics
• Prepare clear and meaningful audit reports highlighting key findings
• Coach and train line managers and cultivate relationships and an open environment
• Contribute to the development of the audit function (tools, processes and methodology)

Audit Manager

• Collaborate with enterprise customers to design and implement multi-cloud solutions that align with their business goals.
• Establish and maintain trusted relationships with key customer stakeholders to ensure a deep understanding of their needs and objectives.
• Serve as the main point of contact for customer success initiatives, ensuring the successful delivery of solutions across Salesforce clouds and related technologies.
• Drive growth by identifying value driven opportunities within the existing customer base.
• Lead the technical discovery process to assess current environments and recommend solutions based on best practices.
• Provide consultative guidance on leveraging Salesforce products, including Data Cloud, Sales Cloud, Service Cloud, Marketing Cloud, and other cloud technologies.
• Deliver high-impact presentations to customers, illustrating the business value of the proposed solutions.
• Act as a customer advocate within ListEngage, collaborating with internal teams such as Sales and Strategy to ensure customer needs are met.
• Support pre/post-project activities, including customer discovery, training, and managed services.
• Analyze client data to identify opportunities for further solution enhancement and provide recommendations for future growth.
• Stay updated on the latest developments in multi-cloud architectures, Salesforce releases, and digital transformation strategies.

Enterprise Architect

• Identify, analyze, and resolve common technical issues, questions, and problems that occur in workstations, mobile devices, operating systems, software, hardware, and peripherals
• Manage ticket queue to ensure timely resolution
• Provide customer support using remote connection software
• Provide thorough documentation on each customer interaction
• Prioritize ticketing system flow by following SOPs and KB articles for resolution
• Meet or exceed KPI goals
• Troubleshooting of the following, though not limited to: Advanced desktop issues, VPN connectivity, Entry-level server support, Hardware issues, Line of business support

IT Support Desk Technician

• The Audit Manager II provides specialized expertise to help guide the planning, risk assessment, and execution of audits.
• This role plays an essential part in shaping the strategic direction of the audit function, while fostering alignment with enterprise risk frameworks and supporting the broader audit strategy.
• Lead and/or provide supervisory oversight to complex audits and ensure completion.
• Works autonomously and accountable for acting as a lead within a specialized audit practice area and provide work direction to others.
• Provides seasoned specialized knowledge, advice and/or guidance to various stakeholders and team members.
• May lead and/or provide supervisory oversight to complex audits and ensure completion.
• Undertakes and completes a variety of complex audit projects and initiatives requiring specialist knowledge and/or the integration of cross functional processes within own area of expertise.

Audit Manager II – Financial Crimes, BAU Issue Validation

• Conduct outbound prospecting through cold calling, cold emailing, LinkedIn outreach, and other lead generation channels.
• Identify, qualify, and nurture potential customers based on ideal client profiles.
• Schedule meetings and demos for Account Executives and sales teams.
• Conduct discovery calls to understand a prospect’s tech stack, cloud environment, and business challenges.
• Communicate the value of IT and technology solutions including Cloud, SaaS, Networking, Cybersecurity, and AI infrastructure.
• Manage and update CRM systems to maintain accurate pipeline tracking and seamless hand-offs.
• Stay informed on industry trends such as Hybrid Cloud, Edge Computing, AI infrastructure, and digital transformation.
• Meet or exceed KPIs related to outreach, meetings booked, and pipeline generation.

Outbound Sales Representative – IT Infrastructure

• Own escalated Tier 2 technical cases across networking, firewall configuration, hardware troubleshooting, player setup, connectivity failures, and platform-level issues
• Diagnose root cause through systematic troubleshooting and isolation techniques in complex customer environments
• Escalate issues to Product and Engineering with clear reproduction steps, technical context, impact assessment, and supporting data
• Identify recurring hardware or platform failure patterns and proactively surface trends and recommendations
• Maintain clear, proactive communication with customers and internal stakeholders on status, timelines, and resolution paths
• Meet SLA commitments for escalated tickets while proactively identifying and escalating risks
• Participate in on-call rotation and provide occasional after-hours or weekend coverage for enterprise escalations
• Serve as a technical resource for enterprise and high-touch accounts with complex or customized environments
• Support pilot and trial customers through technical validation, troubleshooting, and implementation guidance
• Partner on the rollout, optimization, and administration of Zendesk AI Co-Pilot and related support tooling
• Improve workflows related to intelligent triage, agent assist, automation, self-service, and support data hygiene
• Build and maintain internal troubleshooting guides, escalation procedures, and operational playbooks
• Author and improve Help Center content focused on high-volume technical issues
• Analyze escalation trends, technical themes, and failure patterns to identify product and operational improvement opportunities.

Network IT Specialist

• Ensure reliable and high-quality delivery of an assigned area of the audit plan
• Oversee the end-to-end execution of audits and related action follow up
• Contribute to the ongoing development and improvement of GA&CI
• Actively oversee and assure delivery of multiple audits within the audit plan
• Plan and structure audits across the portfolio
• Monitor audit progress and quality
• Build and maintain strong collaborator relationships
• Introduce innovative thinking by bringing external perspectives into audit delivery
• Coach and manage colleagues as a career coach, performance manager or pastoral line manager
• Deliver timely, honest and constructive feedback

Senior Audit Manager – Commercial Banking

• Support a dynamic new initiative with one of our key clients—a leading force in strengthening the Department of Defense’s cyberspace operations.
• Be part of a mission-driven team at the forefront of cyberspace operations.
• Contribute to national security efforts, knowing your work makes a tangible difference every day.
• Gain exposure to full-spectrum cyber operations, from strategic planning to technical execution.
• This role may involve a non-traditional work schedule; flexibility is required, including evenings, weekends, and holidays, to support 24/7 operations.

IT Specialist II

• Coordinate all aspects of external client, regulatory, and compliance audits involving Medicare Advantage, SNP, Part D, and Managed Medicaid plans and related healthcare operations.
• Serve as the primary liaison between auditors, regulators, health plan clients, and internal operational departments.
• Manage audit timelines, deliverables, evidence requests, and response tracking.
• Coordinate collection, validation, organization, and submission of audit documentation and supporting evidence.
• Schedule audit meetings, interviews, walkthroughs, and status updates with internal and external stakeholders.
• Monitor audit progress and communicate status updates, risks, and deadlines to Chief Compliance Officer and Compliance Committee.
• Track audit findings, corrective actions, remediation plans, and response due dates.
• Assist with preparation for recurring CMS, client, and regulatory oversight activities.
• Support internal compliance and vendor oversight audit activities.
• Assist with compliance monitoring and oversight activities across operational areas.
• Support policy and procedure review and maintenance activities.
• Assist with issue tracking, investigations, and documentation management.
• Participate in internal risk assessments and compliance reviews.
• Support preparation of compliance reports, dashboards, presentations, and committee materials.
• Maintain strict confidentiality of Protected Health Information (PHI), proprietary information, and sensitive client data.
• Maintain awareness of applicable CMS Medicare Advantage regulations, guidance, and audit expectations.

Medicare Advantage External Audit Specialist

• Support and administer core enterprise environments and services, including Microsoft 365, Entra ID (Azure AD), Microsoft Defender, and endpoint services; administer and configure Salesforce (user/license management, roles and profiles, permission sets, sharing rules, page layouts, flows, reports/dashboards);
• Own the relationship and day-to-day operations with a third-party IT support provider delivering Tier 1–3 coverage; set expectations, coordinate priorities, and ensure consistent user experience
• Manage escalations from the support provider: triage high-impact issues, provide technical direction, coordinate cross-functional resolution (IT/Security/Vendors), and communicate status to stakeholders
• Monitor and report on support performance (SLA attainment, backlog, aging, CSAT), lead weekly/monthly service reviews, and drive continuous improvement and root-cause reduction
• Enable and support approved AI tools for employees (e.g., Microsoft 365 Copilot): onboarding, troubleshooting, license/entitlement coordination, and end-user guidance
• Partner with Security/Compliance to apply responsible AI practices: access controls, data protection, approved-use guidance, and basic prompt-safety standards for internal support content
• Create and maintain AI enablement documentation (quick-starts, FAQs, troubleshooting guides) and deliver short trainings/office hours to improve adoption and reduce repeat tickets
• Resolve escalated incidents related to employee hardware, enterprise software, access and authentication, network and VPN issues, and virtual meeting solutions; identify trends and partner with the support provider to prevent recurrence
• Support a suite of Microsoft Office 365 E5 applications on both Windows and Mac operating systems
• Configure MS System Center Config Manager for operating system deployment and software distribution
• Administer, image, and troubleshoot Windows and Mac endpoints using Intune and Endpoint Manager
• Accurately maintain asset inventory and adhere to asset management policies and procedures
• Ensure escalations are thoroughly documented in the case management system and IT knowledgebase; translate solutions into runbooks/KB articles for the support provider to improve first-time resolution
• Oversee the support intake channels (case management system, email, chat) with the third-party team; ensure proper triage, routing, and timely escalation for users with varying levels of proficiency
• Analyze Salesforce usage, data quality, and process gaps; partner with business stakeholders to gather requirements, recommend configuration changes, and deliver enhancements (custom objects/fields, validation rules, flows, reports/dashboards) that improve adoption and operational efficiency
• Provide outstanding customer service via remote support channels and tools (e.g., Teams screen share/remote assistance), partnering with the third-party provider for any required hands-on support

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