Cayuse Holdings

• The ERP Team Member / HCM Specialist serves as a key resource in the implementation and support of Human Capital Management (HCM) and payroll capabilities within the enterprise resource planning (ERP) environment. • This position is responsible for ensuring that HCM and payroll business processes are accurately modeled, thoroughly tested, and effectively adopted across the organization. • The role leads and supports comprehensive testing activities, including the preparation and execution of user acceptance and payroll parallel testing, validation of payroll calculations, and documentation and resolution of testing issues. • The ERP Team Member / HCM Specialist develops realistic business test scenarios, compares legacy and new system results, validates tax and deduction logic, and helps certify that the ERP solution safely meets operational needs prior to go‑live.

• Provides customer service solutions within service level agreements • Operates within established guidelines and procedures to deliver a full range of services to the customer • Matches customer needs with current products and services and suggests new ones • Identifies, resolves, or escalates, and tracks issues in a work management tool (ServiceNow) • Aids in information to the customer in a prompt manner • Uses judgment to anticipate customer service needs • Manage continuous improvement through ongoing collection of data and information regarding customer requirements • Help new and developing team members

• Maintain Server Operating Systems (Windows Server 2022 and Red Hat Enterprise Linux 8 and 9) running on physical and VM platforms. • Install, Upgrade, and Maintain Monitoring Application Software running on a variety of Operating Systems. • A solid understanding of monitoring Server Operating Systems(Windows Server, RHEL). • A solid understanding of WAN Concepts and Data Circuits (T1’s, MPLS, VPN and Enterprise VPN, Ethernet, Fiber, etc). • A solid understanding of network devices and their function (Routers, Switches, Access Points, Firewalls). • Ability to communicate complex technical subjects to non-technical customers. • Follow agreed processes and procedures for providing solutions to customer requests or issues. • Maintain call quality standards at the level set to meet customer expectations including adherence to work schedules and standards. • Deliver customer communication to the appropriate level of understanding to ensure a successful outcome. • Document policies, procedures and issues in ticketing system as well as in internal knowledge base. • Ability to analyze and make recommendations to better assess, assist and meet the needs of internal clients. • Ability to work independently as well as part of a team as required. • Demonstrate strong client relationship skills. • Willingness to work on a rotating On Call Schedule. • Other duties as assigned.

• Receives customer inquiries and fulfills requests professionally, efficiently and timely. • Captures and documents details of all customer interactions in a work management tool (ServiceNow) or as determined by the client. • Operates within established guidelines and procedures to independently deliver a full range of ACSC services including but not limited to: receiving customer calls, navigating on-line job aids, managing email correspondence, office services and reservations • Performs a variety of “off-line” tasks related to general business operations of the center and Workplace Solutions • Uses judgment to anticipate customer service needs, resolves routine issues and takes action accordingly and consistently provides high level of quality service. • Identifies, resolves or escalates, and tracks issues. • Recommends process improvements to enhance and improve service and overall performance. • Helps new and developing team members. • Other duties as assigned.

• Deliver advanced second-tier technical assistance to end users across PC, server, mainframe, storage, and associated hardware and software environments. • Serve as the primary point of contact for local server, network, and telecommunications repair activities supporting District infrastructure components. • Administer, manage, and maintain current and future Microsoft (MS) Windows Server operating systems across both physical and virtual environments. • Support hardware and software technology refresh efforts, ensuring compliance with established milestones while coordinating with application owners to minimize operational disruption. • Adhere to established change management principles and procedures on a daily basis, including drafting formal Change Requests and obtaining required approvals. • Assist with storage and data management activities, with a specific focus on file and folder permission administration. • Implement applicable DISA Security Technical Implementation Guides (STIGs) and remediate identified security vulnerabilities. • Support the operational transition of enterprise solutions into the production environment, ensuring stability and continuity of services. • Work Remedy incident and service request tickets, providing initial triage and analysis of complex issues prior to escalation or resolution.

• Perform day-to-day administration, configuration, and optimization of enterprise monitoring tools, including but not limited to: Microsoft System Center Operations Manager (SCOM), Broadcom DX NetOps Spectrum, Broadcom DX NetOps Network Flow Analysis, Broadcom DX NetOps Performance Manager, Dynatrace (planned/ongoing implementation), Nexthink (planned/ongoing implementation) • Install, upgrade, patch, and maintain monitoring application software on a variety of operating systems and platforms (physical and virtual). • Design, implement, and tune monitoring policies, thresholds, alerts, dashboards, and reports to support operational, performance, and capacity management needs. • Integrate monitoring tools with related systems (e.g., ticketing/ITSM platforms, logging, notification systems, CMDB) as required. • Maintain and administer Windows Server 2022 and Red Hat Enterprise Linux (RHEL) 8 and 9 systems supporting monitoring tools in both physical and virtualized environments. • Perform OS-level configuration, hardening, troubleshooting, and performance tuning to support highly available and resilient monitoring services. • Coordinate with server and virtualization teams to ensure appropriate resource allocation, backup/recovery configuration, and change management for monitoring infrastructure. • Apply a solid understanding of WAN/LAN concepts and data circuits (e.g., T1, MPLS, VPN and Enterprise VPN, SONET, Ethernet, Fiber) to design and support effective network monitoring solutions. • Utilize SNMP v3 (traps and polling), flow technologies, and other protocols to collect network performance and availability data. • Perform bandwidth and traffic analysis to identify trends, bottlenecks, and potential issues impacting service delivery. • Work with network engineering teams to interpret monitoring results, assist in root cause analysis, and recommend corrective actions. • Interface with customers, stakeholders, and leadership at all levels of the organization to gather requirements, explain monitoring capabilities, and present findings or recommendations. • Communicate complex technical concepts in clear, non-technical language tailored to the audience’s level of understanding. • Provide individual and group training on the enterprise monitoring toolset, dashboards, reports, and standard operating procedures. • Maintain a strong customer-service orientation, demonstrating professionalism, responsiveness, and effective relationship management. • Follow established processes and procedures for incident, request, change, and problem management related to enterprise monitoring services. • Maintain call and interaction quality standards, including adherence to work schedules, SLAs, and documented support procedures. • Document policies, procedures, configurations, and issues in the ticketing system and internal knowledge base to ensure repeatable, consistent support. • Develop and maintain advanced reporting (including monthly and ad hoc reports) using tools such as Microsoft Excel, SQL/MySQL queries, and built-in reporting modules within monitoring platforms. • Analyze monitoring data to identify opportunities to improve service levels, proactively detect issues, and better support the needs of internal clients. • Work both independently and as part of a cross-functional team to deliver high-quality monitoring solutions and support. • Participate in a rotating on-call schedule to provide after-hours support for critical monitoring platforms and related incidents. • Contribute to continuous improvement efforts, including tool evaluation, process refinement, and the adoption of emerging best practices in monitoring and observability. • Other duties as assigned.

• Perform highly advanced consultative services and technical assistance work in support of CAPPS, including both functional (business process) and technical (system) activities. • Ensure HR/Payroll requirements, procedures, development, and testing activities from the Managed Services vendor comply with written procedures, coding standards, and the CAPPS System Development Lifecycle (SDLC). • Ensure all digital products and content related to CAPPS meet WCAG 2.1 accessibility standards. • Maintain perceivable, operable, understandable, and robust experiences for all users. • Regularly review products and content for accessibility compliance and implement updates or remediation whenever accessibility issues are identified. • Coordinate testing efforts for accessibility compliance. • Prepare and submit WCAG accessibility waivers as required. • Actively track requests submitted to vendors requesting resolutions to accessibility issues. • Actively track system coding and configuration updates once accessibility resolutions are available. • Renew waivers upon expiration if solutions have not been provided or installed. • Provide oversight and leadership for functional and technical design walkthroughs, including: Analyzing business processes and current system workflows to assess ERP design fit. • Reviewing functional designs, specifications, and integration documents to identify technical gaps and risks. • Evaluating upstream and downstream dependencies to ensure architectural alignment across modules and interfacing systems. • Preparing technical scenarios and test cases to validate system behavior and data flows. • Assessing designs for performance, security, scalability, and data quality impacts. • Providing concise technical feedback during design walks, highlighting risks, dependencies, and recommendations. • Supporting design reviews to ensure completeness, accuracy, and readiness for development and testing. • Review developed code for compliance with defined requirements and standards. • Validate code comparisons prior to migration to ensure adherence to all established development and configuration standards. • Provide Level 2 Service Desk support, including ticket handling for complex issues, in-depth troubleshooting, well-documented analysis, and basic configurations following an established and auditable process. • Collaborate and coordinate with a Managed Services vendor responsible for Level 3 support to ensure timely escalation and resolution of issues. • Actively respond to and maintain customer ticket requests via the CAPPS Service Desk with current information and statuses, including but not limited to: Interface issues IP whitelisting EFT/secure server connectivity Agency transfer files Batch failures Other related technical tasks across agencies. • Perform all duties in accordance with established processes, policies, and procedures, within project scope and schedule, and in alignment with defined milestones, deliverables, and due dates. • Work under minimal supervision, relying on experience and judgment to plan and accomplish goals while following established processes and procedures. • Perform all work in accordance with ITIL principles and practices for: IT Service Management (ITSM) IT Asset Management (ITAM) Alignment of IT services with the needs of the business. • Participate in Disaster Recovery (DR) and upgrade testing activities, including planning, execution, and documentation. • Plan, design, develop, implement, support, and maintain information technology security measures to safeguard system information. • Participate, as directed, in annual SOC-1 attestation audits to confirm that controls are effectively designed and operated to ensure the accuracy and security of information processed via CAPPS. • Ensure that enhancements, process changes, and system fixes incorporate security, availability, processing integrity, confidentiality, and privacy considerations throughout design and implementation.

• Perform highly advanced consultative services and technical assistance related to CAPPS Financials modules and processes. • Ensure CAPPS Financials requirements, procedures, development, and testing activities from the Managed Services vendor comply with written procedures, coding standards, and the established System Development Lifecycle (SDLC). • Ensure all digital products and content related to CAPPS meet WCAG 2.1 accessibility standards. • Maintain perceivable, operable, understandable, and robust user experiences across CAPPS Financials solutions. • Regularly review content and system changes for accessibility compliance and implement remediation when issues are identified. • Submit and track all WCAG accessibility waivers, including: Coordinating testing efforts for accessibility compliance. Preparing and submitting waiver requests as required. Actively tracking vendor requests and responses for accessibility resolutions. Tracking system coding and configuration updates once resolutions are available. Renewing waivers upon expiration where solutions have not yet been delivered or implemented. • Provide oversight for functional and technical design walkthroughs, including: Analyzing financial business processes and current system workflows to assess ERP design fit. Reviewing functional designs, technical specifications, and integration documents to identify technical gaps and risks. Evaluating upstream and downstream dependencies to ensure architectural alignment across modules, hubs, and interfacing systems. Preparing technical scenarios and test cases to validate system behavior, financial processes, and integrations. Assessing designs for performance, security, scalability, maintainability, and data quality impacts. Providing concise, actionable technical feedback during design sessions, highlighting risks, dependencies, and recommended mitigations. Supporting design reviews to ensure completeness, accuracy, and readiness for development and testing. • Review developed code for compliance with defined financial requirements and standards. • Validate code comparisons and migration objects prior to deployment to ensure adherence to all established coding and configuration standards. • Maintain and support the CAPPS Service Desk application, including: Product configuration and administrative support. Remaining current on all functionality offered by BOSSDesk (or comparable ITIL-compliant service desk platform). Ensuring the service desk application remains ITIL-compliant. Ensuring the application remains current with all approved configuration changes in support of customized implementations. Performing advanced troubleshooting and root cause analysis. Ensuring integration and providing API support (e.g., TDIS). Responding to reported incidents and monitoring the system for stability and performance. Maintaining technical documentation and the knowledge management repository. Collaborating and coordinating with the service desk product vendor for engineering and product support. Assisting with data analysis and requested reporting. • Perform highly advanced analysis and participate in special projects and cyclic processes in support of the CAPPS Hub Program, including: Participating in monthly meetings to ensure compliance with governance standards (e.g., Governance version 2.0). Creating and delivering CAPPS Texas baselines to all CAPPS Hub agencies in a current status. Conducting quarterly baseline attestations to confirm adherence to standards and configurations. Provide Level 2 Service Desk duties, including ticket handling for complex issues, in-depth troubleshooting, well-documented analysis, and basic configurations following an established and auditable process. • Work in close cooperation and collaboration with a Managed Services vendor responsible for Level 3 support, ensuring timely escalations and resolutions. Actively respond to and maintain customer ticket requests via the CAPPS Service Desk with accurate, current information and statuses, including but not limited to: Interface issues, IP whitelisting, EFT/secure server connectivity, Agency transfer files, Batch failures, Other related technical tasks across participating agencies. • Perform all duties in accordance with established processes, policies, and procedures, within defined project scope and schedule, and aligned to published milestones, deliverables, and due dates. Work under minimal supervision, relying on experience and judgment to plan and accomplish goals while adhering to established processes and procedures. Perform all work in accordance with ITIL principles and practices for: IT Service Management (ITSM), IT Asset Management (ITAM), Alignment of IT services with business and financial needs. • Actively participate in Major Incident Management (MIM) processes for P1 and P2 incidents according to module responsibilities. Participate in Disaster Recovery (DR) and upgrade testing activities, including planning, execution, validation, and documentation. Deliver presentations at CAPPS User Groups and other stakeholder forums as requested, explaining changes, best practices, and impacts to financial users. Plan, design, develop, implement, support, and maintain information technology security measures to safeguard CAPPS Financials system information. Participate, as directed, in the annual SOC‑1 attestation audit to ensure that controls are effectively designed and operated to support the accuracy and security of information processed via CAPPS. Ensure that enhancements, process changes, and system fixes incorporate security, availability, processing integrity, confidentiality, and privacy considerations throughout design and implementation.

• Develop and execute the overall market strategy for the Pega portfolio, aligning with corporate priorities and growth targets. • Define differentiated Pega-based offerings, assets, accelerators, and value propositions. • Monitor industry trends and Pega ecosystem developments to ensure the firm remains at the forefront of innovation. • Partner with sales and account leadership to drive pipeline development, sales pursuits, proposals, and executive briefings. • Establish strong relationships with Pega leadership to influence product roadmap alignment and co-selling opportunities. • Achieve revenue targets, profitability goals, and market expansion objectives. • Oversee delivery quality and ensure consistent use of methodologies, best practices, and governance standards. • Serve as executive sponsor for major client engagements, ensuring successful outcomes and long-term partnership growth. • Guide teams in solution architecture, complex program delivery, and multi-year modernization roadmaps. • Build and scale a world-class Pega talent community, including recruitment, training, certification, and career development programs. • Champion knowledge management, reusable assets, and delivery frameworks. • Foster a collaborative, inclusive, and high-performance culture. • Manage financial performance, budgets, resource planning, and operational KPIs for the offering. • Drive continuous improvement across processes, tools, and delivery models. • Ensure compliance with corporate, regulatory, and client requirements. • Other duties as assigned.

• Design, develop, and optimize SQL queries, functions, triggers, and stored procedures in PostgreSQL for high-volume enterprise applications. • Support data modeling activities, ensuring alignment with enterprise architecture, application requirements, and scalability needs. • Collaborate with application and integration teams to support end-to-end delivery of data-driven solutions, including new features, enhancements, and defect remediation. • Participate in code reviews, design sessions, and sprint planning as part of an Agile delivery team. • Analyze complex datasets and data flows to ensure reliability, integrity, and accuracy across systems and interfaces. • Troubleshoot database issues and provide root cause analysis for performance bottlenecks, data inconsistencies, and integration failures. • Lead performance tuning initiatives, including indexing strategies, query refactoring, and database optimization techniques. • Perform execution plan analysis and recommend changes to schema, indexing, or SQL logic to improve performance and scalability. • Ensure all database objects, code, and processes adhere to agency policies, data governance standards, and applicable security/compliance requirements. • Contribute to and maintain database development standards, best practices, and documentation. • Assist in migration, upgrade, and modernization efforts involving PostgreSQL and associated data platforms (e.g., moving from legacy systems, version upgrades, refactoring for cloud). • Support processes for backup, recovery, and environment management in collaboration with infrastructure and operations teams. • Other duties as assigned.