IT Support

• Partner with senior leadership to support development and delivery of architectural frameworks for complex business and technical needs across multiple groups
• Lead the resolution of complex challenges requiring evaluation across multiple areas, delivering scalable and sustainable solutions
• Provide guidance on implementing transformation strategy, including documenting current state, target state, and transition architectures
• Engage with professionals and managers across the enterprise and serve as an architectural advisor within assigned domains
• Ensure applications adhere to established Wells Fargo standards, policies, methodologies, and industry best practices as the organization progresses toward target state architecture
• Contribute to the definition and adoption of strategic tools and architecture frameworks
• Maintain knowledge of industry best practices and emerging technologies, recommending innovations that enhance operations or provide business value
• Collaborate across teams and serve as a trusted advisor to stakeholders
• Contribute to the development of strategy for business capabilities and support alignment to target state architectures using modern architecture principles and data practices
• Provide constructive challenge to line of business and domain architecture to ensure alignment with enterprise objectives
• Contribute to policies, patterns, standards, non-functional requirements, and methodologies and promote adherence with domain architects
• Participate in architecture councils, review boards, and forums
• Perform portfolio-level analysis to support investment decisions, rationalization, and convergence strategies
• Support data center migration efforts with understanding of full stack architecture dependencies
• Produce architecture specifications and documentation using industry standard modeling languages and tools
• Support efforts to ensure resiliency, fault tolerance, and performance of architecture solutions
• Stay current with technology innovations and apply appropriately within domain or program scope
• Contribute to the ongoing evolution of the architecture practice
• Lead the implementation of complex projects and initiatives that have companywide scope
• Assist in the creation of architectural artifacts for key technology initiatives
• Participate in the definition of future technology architecture and strategy
• Identify medium to high architectural impact projects
• Conduct complex technology and system assessments for architecture solutions
• Communicate the companywide Architecture strategy and direction to both management and systems related teams
• Make decisions in the development and maintenance of architectures
• Understand compliance and risk management requirements for supported areas
• Ensure applications adhere to established Wells Fargo standards, policies, methodologies and industry best practices
• Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals

Lead Enterprise Architect

• Leading end-to-end project management for infrastructure, cloud, and database initiatives
• Facilitating Agile Scrum ceremonies
• Applying traditional project management techniques such as project charter development
• Managing and maintaining JIRA project boards, backlogs, epics, stories, and sprint configurations
• Collaborating with infrastructure, cloud, and database teams
• Identifying, tracking, and mitigating project risks, issues, and dependencies
• Coordinating resource planning and task assignments across technical teams
• Producing and distributing regular project status reports, dashboards, and executive summaries

IT Operations Project Manager

• Identify, analyze, and resolve technical issues involving workstations, mobile devices, operating systems, software, hardware, peripherals, and entry-level server support.
• Provide customer support both onsite and remotely using connection software, ensuring thorough documentation and follow-up for every interaction.
• Prioritize and resolve tickets by following established SOPs and KB articles, meeting or exceeding KPI goals.
• Troubleshoot a range of issues including advanced desktop problems, VPN connectivity, hardware failures, line-of-business applications, and basic server functions.
• Perform complete hardware repair, maintenance, and security tasks from cleaning and component replacement to in-depth diagnostics.
• Execute physical networking functions such as running network cables, installing patch panels, and setting up racks/enclosures, applying knowledge of wiring schema, tools, and layouts.
• Install, reinstall, repair, and configure software, including operating systems, antivirus/security tools, and office productivity suites.
• Back up data and perform system restores as needed to maintain functionality.
• Test solutions for accuracy, document work, and provide recommendations for ongoing system health.

IT Regional Service Technician

• Deliver L1 help desk and L2 desk side support to employees working onsite and remote
• Manage incidents and requests through ServiceNow
• Image, configure, and deploy HP and Lenovo laptops and desktops
• Troubleshoot and support hardware break/fix, HP printers, mobile devices, and conference room equipment
• Support Windows 11 troubleshooting and client-side networking
• Leverage enterprise tools to resolve complex issues quickly
• Run projects and identify opportunities to add value to the business
• Participate in an after-hours on-call rotation and travel up to 10% to local or regional offices

Senior IT User Support Specialist

• Respond to requests for technical assistance in person, via phone, and email.
• Identify and escalate situations requiring urgent attention, redirecting problems to the appropriate resource.
• Diagnose and resolve technical hardware and software issues, assisting end-users with technical and application functionality questions.
• Research questions using available information resources.
• Follow standard help desk procedures and recommend changes for continuous improvement.
• Log/track all support requests and document resolutions in Helpdesk Ticketing System.
• Proactively identify process improvement opportunities and support continuous improvement initiatives.
• Engage in formal and informal knowledge transfer.
• Build and maintain productive client relationships with all firm users.
• Stay current with system information, changes, and updates.

Help Desk Agent

• Designing the EITO architecture necessary to facilitate enterprise IT critical operations
• Stand up and lead the EITO Architecture Review Board
• Lead IT Service Management and IT Operations Management technology tool integration across the EITO ecosystem to ensure
• Lead architecture efforts needed to transition to a single unified Service Now instance
• Drive AI solutions across our technology and tools
• Spearhead Digital Product Release across IT Service Management
• Drive strategic architecture to enable enterprise Artificial Intelligence Operations (AIOps)

Lead Enterprise Information Technology Operations Architect

• Reviews and adjudicates complex, sensitive, and specialized medical claims in accordance with established plan processing guidelines
• Functions as a subject matter expert by providing coaching, and offering guidance on escalated or technically challenging issues
• Supports customer service operations by addressing inquiries and resolving issues to ensure a positive member experience
• Reviews pre‑specified claims and those that exceed specialist adjudication authority or processing expertise
• Applies medical necessity guidelines, determines coverage, verifies eligibility, identifies discrepancies, and implements cost‑containment measures to support accurate claim adjudication
• Ensures compliance with all regulatory requirements and confirms that payments align with company policies and procedures
• Identifies and reports potential overpayments, underpayments, and other claim irregularities
• Performs claim rework calculations as needed
• Trains and mentors as needed to enhance team performance and technical proficiency
• Conducts outbound calls to obtain required information for claims or reconsideration requests

Senior Claim Benefit Specialist

• Serve as the first point of contact for healthcare providers
• Answer inbound calls and respond to EDI-related inquiries
• Research and troubleshoot provider issues
• Conduct outbound follow-ups for timely resolution
• Process provider and member updates while maintaining standards

EDI Helpdesk Representative

• Help define and shape the technology foundation for the organization’s next generation of artificial intelligence, machine learning, and enterprise data platforms.
• Establish the strategic architecture, standards, and technology roadmaps for generative AI, large language models (LLMs), advanced analytics, and data engineering solutions across the health system.
• Collaborate with engineering, security, infrastructure, compliance, and business teams to design scalable, secure, and HIPAA-compliant solutions.
• Lead architecture workshops, develop reference architectures and technical standards, evaluate emerging AI and data technologies, and guide engineering teams in the design and implementation of enterprise solutions.
• Review solution proposals, participate in architecture governance and security reviews, and work closely with stakeholders to translate business requirements into practical and innovative technology strategies.

Enterprise Architect

• Initiate new customer set up and portal access
• Monitor set up process and address delays to ensure safety and compliance requirements are completed
• Initiate account changes (bank account, address, etc.) as needed
• Provide customer information on how to do business with CHS and utilize digital tools
• Provide customers with posted bids and price sheet quotes
• Work with customers to ensure contract policy is followed
• Facilitate customer inquiries related to customer and settlement payments, prepay balance, invoice and payment/contract status
• Intake all types of customer disputes such as delivery issues, invoices, contract and pricing discrepancies, and quality
• Review contract details provided by sales team to ensure accuracy
• Compile and distribute relevant reports for stakeholders

Technical Customer Support

• Provide leadership and direction for day-to-day execution of work of the assigned business unit including overseeing operations, sales and accounting.
• Make Safety the number one priority in the business unit.
• Develop and implement execution plan to maximize overall business objectives, and ensure maximum profitability.
• Manage the Services team to maintain, embrace and enforce the company's Core Values and to lead by example.
• Communicate with Corporate Operations to identify, manage and share overall Best Practices and project resources.
• Hiring and disciplinary duties.
• Meet or exceed growth goals.
• Manage Key Performance Indicators (safety, financial expectations, accurate forecasting, AR management, personnel development, sales team performance).
• Provide key leadership direction for operations within the business unit to ensure a cohesive team.
• Coordinate and confer with others to resolve operational problems and difficulties and to authorize plans of action within corporate framework.
• Evaluate local performance, for customer satisfaction and provide leadership for performance enhancement and proactive resolution of issues.
• Allocate resources as needed to ensure business unit and project team commitments to customers are met.
• Manage personnel priorities relating to technical ability and staffing levels to gain greater efficiencies to improve customer satisfaction and reduce cost.
• Ensure compliance with state, local, and federal legal requirements and operates the local office with the highest business ethics.
• Meet or exceed all financial budgets and goals, including reviewing all set-ups, monitoring all pricing, and reviewing cost data with project team(s).
• Maintain consistency in Project and Field Management processes throughout the business unit.
• Maintain Customer Satisfaction.

Business Unit Manager – Services

• Administer, monitor, and optimize a wide range of essential IT systems, including communication platforms, various cloud environments (e.g., Google Cloud Platform), and other critical IT technologies.
• Manage and maintain core identity systems (e.g., Google Identity) and ensure the secure and efficient operation of our Google Workspace environment.
• Ensure high availability, performance, and security of all managed systems through proactive monitoring, configuration management, and regular backups.
• Provide expert-level technical support and troubleshooting for complex IT and security issues, escalating to specialized teams when necessary.
• Maintain a diverse suite of security tools and technologies, including next-generation firewalls, Endpoint Detection and Response (EDR) solutions, Security Information and Event Management (SIEM) systems, Multi-Factor Authentication (MFA), and Zero Trust Network Access (ZTNA) solutions.
• Contribute to the support development and enforcement of robust security policies, standards, and procedures across the organization.
• Support system hardening efforts for operating systems, applications, and network devices to minimize attack surfaces and enhance resilience.
• Champion the integration of the DevOps lifecycle, helping to build and mature our "configuration-as-code" capabilities.
• Leverage APIs to integrate various services with IT systems, enabling advanced automation and improved security orchestration.
• Develop and implement automated workflows to streamline IT operations, improve efficiency, and reduce manual intervention.

IT Administrator

• Support the architecture, configuration, and continuous improvement of networking and device management infrastructure across all Rezilient CloudClinics and staff environments, in close collaboration with the Sr. IT Manager.
• Contribute to device and application provisioning strategy, including helping design and implement MDM policies and standardized imaging processes under the direction of the Sr. IT Manager.
• Serve as an escalation point for complex technical issues, conducting root cause analysis and partnering with the Sr. IT Manager on long-term remediation for recurring problems.
• Execute end-to-end CloudClinic deployments in new markets across the US, including site readiness assessments, hardware staging, QA testing, and go-live support, in partnership with the Sr. IT Manager and Operations team.
• Design and implement automation solutions that help reduce manual operational overhead and improve the scalability and reliability of the CloudClinic tech stack.
• Manage remote monitoring and observability tools for CloudClinic IT infrastructure across all US regions.
• Implement and uphold IT security best practices, including endpoint security, access control policies, and vulnerability management.
• Assist in evaluating technology vendors and service providers and help manage ongoing relationships and engagements.
• Collaborate with Product, Engineering, Operations, and Clinical teams to ensure IT infrastructure work aligns with evolving business needs, surfacing risks and recommendations to the Sr. IT Manager as needed.
• Collaborate and knowledge-share with other members of the team to encourage departmental cohesiveness.

Senior IT Specialist

• Acquire and/or coordinate the acquisition of all permits needed to enable construction activities.
• Maintain compliance with all applicable Federal, State and Local rules and regulations and company-established standards.
• Maintain communication with the authorities having jurisdiction of the Rights-of-Way in order to manage each permit acquisition process.
• Submit Permit Applications State DOT and Railroad crossings.
• Coordinate with field personnel to ensure manner of crossing and installation is compliant by State, Federal, and Local Standards.
• Coordinate with CAD Tech to prioritize permits needing drawn up and ensuring received drawing meets entity standards.
• Keep track of all upcoming, submitted and completed permit applications, communicating to all relevant teams when crossings are approved.
• Process completed permits as required by entity.
• Process utility verification requests.
• Administrative Contact for Utility Relocations.
• Process Easement Encroachments & Vacations.

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