• Serve as the primary technical Subject Matter Expert (SME) for the SHIE, maintaining comprehensive knowledge of its underlying architecture, data flow, integration points, and API functionality. • Manage product configuration and reporting. Act as the technical lead for all product configuration requests, translating complex business rules into operational settings within the product. • Design and develop custom reports and dashboards within the product framework to meet business intelligence and operational reporting needs. • Manage and prioritize complex, Tier 2/Tier 3 technical support cases, coordinate with the vendor support team to diagnose root causes for system failures, integration issues, and data discrepancies. • Act as the main implementation liaison, guiding vendor teams during the product's deployment and integration into our environment. • Lead the technical onboarding process for external customers, ensuring successful adoption, integration, and alignment of the new product with their existing systems and workflows. • Partner directly with the vendor and HIE Operations teams to escalate, reproduce, and validate fixes for critical bugs and performance bottlenecks impacting deployments. • Track implementation progress by owning the process for tracking and reporting the status of technical implementation milestones for the vendor integration and all customer onboarding projects. • Develop and maintain high-level status reports, including key performance indicators (KPIs) and risk flags, for internal stakeholders and executive review. • Organize and lead recurring status update meetings, ensuring clear communication of progress, dependencies, and roadblocks between all parties involved (internal and external). • Develop and deliver specialized technical training programs and materials for internal teams (HIE Operations, Business Development, Product) and external customers, ensuring comprehensive product understanding and effective utilization. • Create, curate, and maintain high-quality technical documentation for the new SHIE, including configuration guides, architecture overviews, and system manuals. • Build and maintain the product's knowledge base and internal FAQs, ensuring information is current, accurate, and easily accessible.