Fragomen

Role Description The Senior Project Manager – Strategic Delivery Office is accountable for the success of strategic projects of high complexity that engage resources across the firm on transformation initiatives. Supports multiple projects, eager to learn the business and works with cross-functional teams in planning and executing the delivery of project(s). Leverages standard practices from inception to completion throughout the lifecycle of the projects, ensuring consistency, reliability, transparency, and alignment across all stakeholders. Excellent communication skills with the ability to craft clear status reports. Builds effective relationships, a team player who earns the trust of all stakeholders. - Successful management of firmwide program(s)/project(s), ensuring projects are completed on time, within scope and budget. - Work with the sponsor/s to define business case, project scope & success criteria and KPI’s. - Work with the cross-functional teams to confirm the approach, governance, milestones, and the plan. - Develop and track detailed project plans, milestones, and roadmaps, to monitor and track progress. - Report progress across multiple projects to all relevant stakeholders, escalate to EPMO Director as required. - Manage changes to the project scope, schedule, and costs by following a formal change request process through the Design Governance Board. - Measure project performance using appropriate tools and techniques. - Report and escalate issues/risk to minimize project risks. - Create, maintain and enhance comprehensive project documentation using firm standard tools and guidelines. - Follow project management discipline, methodology and best practices. Qualifications - Bachelor’s degree in business or a related discipline preferred, or equivalent relevant experience. - At least 10-15 years of experience managing multiple projects simultaneously, preferably in the consulting, information technology and business transformation. - PMP, PfMP, Scrum Certification highly preferred. - Experience with O365 suite of tools, Microsoft project, ServiceNow, Tableau & SharePoint sites. - Proven experience managing multiple complex projects simultaneously in a business environment. - Experience working in regulated environments (e.g., immigration, legal services, compliance, HR services) is highly desirable. - Strong understanding of client service delivery models, with the ability to balance client expectations and operational constraints. - Excellent stakeholder management and communication skills, with the ability to influence at all levels. - Strong problem-solving capability, with experience analysing business processes and implementing practical solutions. - Ability to translate strategic objectives into actionable delivery plans. - Proactive and results-driven, with the ability to operate effectively in a fast-paced, client-focused environment. - Strong organisational skills, with the ability to manage multiple priorities and deliver to tight deadlines. - Strong project management skills with experience in organizing, prioritizing, planning, and executing projects from definition through implementation, involving internal personnel and external vendors. - Experience impacting transformative strategy within a large enterprise environment. - Self-motivated, self-driven, enthusiastic, and a passionate team player. - Excellent communication skills, analytical ability, and strong organizational skills. - Must be extremely structured to keep a team organized. - Capable of strategic thinking and moving strategic plans into action. - Attention to detail and multi-tasking skills. - Strong working knowledge of project planning tools. - Flexible to travel when required. Requirements - All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. - This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations. - We use limited AI-assisted tools for administrative screening purposes only - never for decision-making. - All hiring decisions are made by people. - Applicants may have rights to information and explanations regarding the use of such tools, or request human review, as required by applicable regional laws.

Role Description Fragomen's New York office is currently seeking a Business Immigration Consultant for a fully remote position. Prior PERM experience is required. This position will provide you with the opportunity to make an immediate impact on our business, as well as offer training, development, and long-term growth opportunities. How will you make a difference as a Business Immigration Consultant at Fragomen? - Perform more substantive and client facing work than is typical for a Paralegal in a law firm setting including varied case related duties requiring specialized knowledge and skills in employment-based immigration matters. - Independently perform tasks related to case preparation and filing of petitions with government agencies, including document gathering, document review, case analysis, case drafting, etc. - Oversee status of cases through utilization of case management and billing systems, run reports as needed, and assist with review of cases. - Work with clients to perform intake of cases, troubleshooting issues and establishing case strategy, along with recommending solutions and process improvements. - Generate clear, well-organized written work product that demonstrates the accurate application of immigration knowledge and problem-solving skills. - Proactively communicate with foreign nationals and client contacts, providing clear and prompt responses regarding case status or other general inquiries. - Meet assigned deadlines that adhere to Service Level Agreements (SLAs) and communicate case progress, status, escalations to supervisor. - Assist in the hiring and training of new team members and proactively identify ways to improve team productivity and office-wide projects. - Recognize when changes to immigration policy may impact work and work with leadership to incorporate changes into processes. - Be fluent with case management and other reporting tools and technologies used to manage data and information. - Understand and contribute to team and individual productivity goals. - Follow documented firm standards and policies to mitigate risk and ensure regulatory, operational and client compliance (e.g., following Data Privacy protocols, using Connect accurately and in line with team and client protocols, etc.). - Demonstrate a continuous improvement mindset and regularly look for opportunities to improve quality, efficiency, and standardization with processes, products, or services. Qualifications - Associate's degree or Paralegal Certificate required, along with at least four years of business immigration experience, including substantial experience handling PERM applications. - Bachelor's degree plus 3 years of business immigration experience, including substantial experience handling PERM applications. - Possesses strong knowledge of procedural requirements for various types of nonimmigrant and immigrant visas and client processes. - Excellent written and verbal communication skills, including the ability to proofread documents, draft fluent prose, and avoid grammatical mistakes without the aid of AI engines. - Experience using various computer systems, including MS Word and Excel. - Desire to contribute to positive work environment, effectively collaborate, and promote teamwork. Benefits - 22 PTO days + Federal holidays - Medical, Dental, and Vision plans + FSA & HSA Plans - 401K plan, with company matching Compensation The salary range for this role reflects a variety of factors considered in compensation decisions, including but not limited to an individual’s skills, experience, qualifications, work location, work arrangement, licensure and certifications, and applicable laws. A reasonable and good-faith estimate of the current salary range for individuals able to work a hybrid schedule in the office locally is: $75,000.00 - $89,000.00. You may also be eligible to take advantage of our benefits offering, 401K, and paid time off plans. All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations.

Role Description The Writer is responsible for two workflows: - Research and Writing: - Conduct research using a range of sources, including government databases, reputable online publications, and generative AI tools, to support ad hoc research and writing projects requested by internal teams and partners. - Evaluate and synthesize complex information into clear, accurate, and well-structured written content tailored to the needs of different stakeholders. - Collaborate with cross-functional teams to gather requirements, clarify objectives, and ensure research outputs align with project goals and timelines. - Maintain high standards of accuracy, credibility, and citation integrity across all deliverables. - Assist the writing team with research and drafting assignments as needed, contributing to Insights publications and other research-driven initiatives. - Support the development of briefs, summaries, reports, and thought leadership content, ensuring consistency in tone, style, and messaging. - Stay current on relevant industry trends, policy developments, and emerging topics to proactively inform research efforts and enhance the quality and relevance of written materials. - Multi-platform content development: - Develop and maintain a consistent brand voice across all media platforms. - Create engaging, platform-specific content tailored to target audiences; convert Insights and other Knowledge products into social media posts on LinkedIn, Facebook, Instagram, etc. as approved. - Coordinate with Communications to schedule and manage content calendars to ensure consistent posting cadence. - Collaborate with internal teams to align social media messaging with broader campaigns; work with Marketing as needed for posting/strategy. - Ensure all content aligns with company guidelines and brand standards. - Monitor social media trends and recommend timely, relevant content opportunities. - Track performance metrics and optimize posts based on engagement and reach. Qualifications - Bachelor's degree in a relevant field required, Master's Degree preferred. - 4+ years’ experience in a relevant field. - Experience working with CEROS or similar interactive content platforms. - Proficiency with content management systems such as WordPress, Drupal or comparable digital platforms or front-end content editing tools is a plus. - Ability to build, edit and publish digital content across web-based platforms. - Must have strong written and oral communication skills and be able to explain complex immigration concepts with clarity, and develop content across multiple platforms. - Must have strong organization skills to efficiently manage priorities and quickly respond to urgent requests. - Must have strong analytical, critical thinking, and problem-solving skills to identify and characterize complex process issues. Requirements - All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. - This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations. - We use limited AI‑assisted tools for administrative screening purposes only - never for decision‑making. - All hiring decisions are made by people. - Applicants may have rights to information and explanations regarding the use of such tools, or request human review, as required by applicable regional laws.

Title: Senior Client Services Consultant Location: US-Houston Client Site Full time Job Description: Job Description About the Role: The Houston office is excited to present this rare opportunity to serve as the on-site Fragomen Business Immigration Consultant for one of the firm’s key clients in Austin, TX in addition to working with our Fragomen Houston Team. It is expected that 2 days per week will be spent working directly for the client (onsite in Austin) with the other 3 days spent working directly for Fragomen’s other clients (virtually). We are seeking a motivated, client-service oriented professional with 3+ years’ experience in global mobility and/or business immigration to join our team in a client-based position. This opportunity will provide the Consultant with the benefits of Fragomen employment while at the same time offering experience, knowledge, and professional development in supporting the client’s US immigration and mobility program and learning about their culture, practices, philosophy and procedures. How will you make a difference as a Business Immigration Consultant at Fragomen? - Serve as a U.S. immigration resource to the client’s HR Team, Foreign Nationals, and Managers - Work within client and Fragomen systems to address immigration-related issues and questions - Serve as point of contact for client employees and handle issue escalation and resolution - Review of the dependent work authorization applications and other visa-related matters - Escalate assessments requiring legal analysis to Fragomen as needed - Coordinate and ensure organization compliance with government requirements - Ensure sensitivities for VIPs or special cases are understood and handled appropriately - Collect and structure data to support, and own decisions that drive, project effectiveness, efficiency and innovation - Leverage relationships and build the goodwill necessary to strengthen connections and build trust between the client and Fragomen - Prepare and deliver presentations to the business when needed - Partner with and manage stakeholders for project buy-in, resourcing and productive results - Assess and clarify stakeholders' primary goals/motives to ensure that these are considered and communicated effectively - Connect and empathize with stakeholders - Manage a docket of cases, processes, and administrative needs. - Monitor specific government websites for updated notices and bulletins to share with teams for further consideration. - Assist client HR teams with administrative tasks and respond to inquiries, including addressing general visa inquiries and facilitating access to visa services within the organization. - Draft general communications related to organizational processes and standards ensuring clarity and accuracy. - Proofread and clarify drafted communications prepared by other team members. - Consult with leadership and/or attorneys, as needed, to understand regulations and legal requirements related to visa and immigration requests. - Managing the client specific drop box and answering protocol queries from case workers - Analyze initiation data and identifying trends - Ad hoc projects and reporting as required Leverage your valuable skills and experience to make an impact at Fragomen: - Associate's degree or Paralegal certificate plus 4 years of business immigration experience - Bachelor's degree plus 3 years of professional work experience in business immigration or global mobility - Previous experience as Client Onsite Resource preferred but not required - Ability to multitask using analytical and problem-solving skills within a fast-paced environment with competing demands - Excellent communication and interpersonal skills, and ability to communicate effectively at all levels by videoconference, phone, and email - Demonstrate flexibility regarding client and legal team requests - Achieve a high level of productivity - Willingness to work flexibly from client site offices and Fragomen offices, both in downtown DC - Very strong organizational skills and excellent attention to detail - Demonstrate flexibility and initiative regarding assignments for self and team - Ability to provide information and respond to requests for assistance with courtesy and tact - Must be a team player as well as self-motivated and committed to excellence in the workplace All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations. We use limited AI‑assisted tools for administrative screening purposes only - never for decision‑making. All hiring decisions are made by people. Applicants may have rights to information and explanations regarding the use of such tools, or request human review, as required by applicable regional laws.

Role Description WorkRight is seeking a Business Analyst to join one of our successful technical teams. Candidates should have previous IT experience and be interested in working on some development projects and contributing to a busy but thriving Product Team. This role will primarily focus on: - Assisting the front-line team with escalated inquiries - Building additional tools for the team to resolve issues - Managing within a ticket system, identifying trends, and developing tools to compensate You will possess an open-minded approach and a willingness to iterate on the fly. The collaborative nature of our development process requires good communication skills, good coding practices, and the ability to document your work so that others can contribute seamlessly. Qualifications - Bachelor’s degree in IT, Engineering, business, or related discipline preferred - At least 3 years of experience as a Business Analyst - Intermediate experience/proficiency in T-SQL - Ability to prioritize and resolve a steady stream of work - High level of accuracy and attention to detail Requirements - All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process - This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations - We use limited AI-assisted tools for administrative screening purposes only - never for decision-making - All hiring decisions are made by people - Applicants may have rights to information and explanations regarding the use of such tools, or request human review, as required by applicable regional laws

Role Description Fragomen, an AmLaw 100 Firm and the leading global immigration services provider, is seeking an experienced Software Engineer to join our talented Application Development team in our Technology and Innovation Lab in Pittsburgh. Our technology facilitates the hiring and movement of skilled talent on a global scale. As a core member of the team, you will play an integral part in the design, implementation, and delivery of new features and applications. You will make key contributions and be involved in decision making regarding the technical direction of our products. You will be called upon to use your knowledge of our business needs to suggest and develop solutions that improve the experience of Fragomen's clients and users. How you will make a difference as a Senior Software Engineer with Fragomen: - Design and develop software applications using the latest web application technologies. - Serve as a mentor and leader to less-experienced software developers, providing advice and coaching. - Document and demonstrate solutions by developing architectural diagrams, sequence diagrams, and concise yet detailed wiki articles. - Perform thorough yet fair peer code reviews. - Understand and internalize business needs and use this knowledge to create applications to manage those needs. Qualifications - C# / .NET Framework - strong experience in backend development and API design. - Entity Framework - ORM, LINQ, and query optimization. - SQL Server - database design, tuning, and stored procedures. - Authentication - JWT, OAuth, and custom auth mechanisms. - Microservices - distributed architecture and inter-service communication. - Angular, React, TypeScript. - CI/CD pipelines, build automation. - Performance monitoring, logging. - Agile collaboration and cross-functional teamwork. - Attention to security, data integrity, and detail. - Strong problem-solving and communication skills. Requirements - Nice to have: Form.io integration experience. - Docker, Azure legacy system modernization. Benefits - All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. - This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations. - We use limited AI‑assisted tools for administrative screening purposes only - never for decision‑making. All hiring decisions are made by people. - Applicants may have rights to information and explanations regarding the use of such tools, or request human review, as required by applicable regional laws.

Role Description Fragomen’s Client Success Supervisor position will provide you with the opportunity to make an immediate impact on our business, as well as offering training, development, and long-term growth opportunities. Providing world class client service and industry leading technology solutions, to support our clients. As a subject matter expert (SME) in I-9 Employment Eligibility, E-Verify, Fragomen’s I-9 Service Center and other SaaS programs, you will work in an exciting, dynamic, and challenging atmosphere with people who are passionate about Fragomen and our technology solutions. You will have the opportunity to interact professionally with Fragomen’s clients from various industry sectors across the country. Fragomen’s I-9 Service Center is the first and preeminent I-9 SaaS and fully managed solution in the industry. Our product is continuously updated and optimized to be flexible and allow clients to automate, streamline, and improve the compliance of their I-9 programs. In this opportunity, you will work with a group of smart, motivated, and diverse individuals to learn new skills and gain knowledge surrounding I-9 management and compliance. - Act as a supervisor to client success team. - Train new employees and directly or indirectly supervise staff, providing mentoring, coaching, and performance management. - Demonstrate excellence in managing complex I-9 cases and ensuring team's work output is accurate and timely by prioritizing cases and monitoring workload. - Provide direction to the team using extensive knowledge of I-9 processing and I-9 case matters. - Serve as a liaison between the Fragomen client success team and the client. - Strengthen and maintain strong client relationships with key stakeholders in client accounts, contribute to client meetings and business reviews and assist with the successful delivery of the team’s output of work. - Proactively address client escalations, lead high touch calls, and provide accurate and relevant client reporting. - Perform a wide range of varied case related duties requiring specialized knowledge and skills in I-9 processing. - Work with clients to perform intake of cases, troubleshooting issues and establishing I-9 strategy. - Analyze documents and prepare I-9 as a subject matter expert. - Communicate regularly with clients and employees regarding I-9 procedural and processing issues. - Review and approve billing and conduct billing and WIP audits as appropriate. - Oversee status of I-9 cases through utilization of our technology and billing systems. - Be fluent with I-9 management and other reporting tools and technologies used to manage data and information. - Engage, collaborate, and share knowledge with teams locally and regionally to ensure best practices. - Ensure self and team follow documented firm standards and policy to mitigate risk and ensure regulatory, operational and client compliance (e.g., complete mandatory training such as Data Privacy, follow Client Protocols, etc.). Qualifications - Bachelor’s degree, Associate’s degree or professional certification preferred. - At least 7 years experience within the I-9 space. - Supervisory or managerial experience. - Possess strong knowledge of I-9 procedural requirements and client processes. - A client service mindset, attention to detail and desire to achieve a high level of productivity. - Experience using various computer systems, including Microsoft Excel. - Ability to multi-task in a fast-paced environment with competing demands. - Excellent written and verbal communication skills, including the ability to proofread documents, draft fluent prose, and avoid grammatical mistakes without the aid of AI engines. - Ability to contribute to positive work environment, effectively collaborate and promote teamwork. Requirements - All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. - This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations. - We use limited AI-assisted tools for administrative screening purposes only - never for decision-making. - All hiring decisions are made by people. - Applicants may have rights to information and explanations regarding the use of such tools, or request human review, as required by applicable regional laws.

Role Description Fragomen is seeking an Implementation Specialist to join our Client Data Integration team. This role supports the successful delivery of client data integration implementations from initial requirements through post-go-live support, working closely with senior team members and stakeholders. The Implementation Specialist combines technical expertise with strong business acumen and professional judgment. This individual is entrusted to represent the Client Data Integration team with credibility and discretion when working with legal teams and external clients. The role requires the ability to understand not only how integrations function, but why they matter, identifying risks, dependencies, and downstream impacts that may arise during client and partner discussions. This is not a purely technical configurator role. The Implementation Specialist contributes to maintaining project momentum, proactively identifying issues and partnering with senior team members to resolve them. Success in this role requires technical depth, professional maturity, strong judgment, and a proactive mindset. The Implementation Specialist plays a key role in protecting Fragomen’s operational stability and client trust. Key Responsibilities - Lead client-facing meetings to gather, clarify, and validate business and technical requirements while guiding stakeholders toward standard Fragomen integration solutions. - Serve as the primary point of contact for assigned integration projects. - Drive integration projects from kick-off through go-live and stabilization. - Guide legal teams and clients toward alignment with Fragomen’s standard integration solutions while ensuring business requirements are met. - Configure flat-file integrations in test and production environments. - Validate integrations for formatting, mapping accuracy, and data integrity. - Maintain detailed implementation documentation. - Monitor, troubleshoot, and resolve production issues in collaboration with internal teams and clients. - Identify root causes of integration or production issues rather than addressing only surface-level symptoms. - Participate in the shared production support model, including incident triage, troubleshooting, stakeholder communication, and coordination of issue resolution. - Participate in an on-call support rotation and provide occasional off-hours support for critical production incidents and high-priority integration issues. Delivery & Client Leadership Expectations - Accountable for ensuring integration projects are delivered on time, within scope, and aligned with client expectations and standard Fragomen integration solutions. - Proactively manage timelines, milestones, risks, and stakeholder communications across all phases of implementation. - Demonstrate situational awareness during meetings by identifying integration impacts, risks, and dependencies that may not be explicitly stated. - Escalate risks and blockers early while proposing practical, solution-oriented paths forward. - Evaluate how proposed changes, client requests, or new requirements may impact downstream systems, existing integrations, data integrity, and operational workflows. - Take initiative to drive projects forward without requiring step-by-step direction. - Serve as a trusted partner to legal teams and external clients, maintaining professionalism, discretion, and credibility in high-visibility environments. - Build trust through responsiveness, reliability, and consistent follow-through. - Contribute to the resolution of production incidents by coordinating with internal teams, communicating status updates to stakeholders, supporting root cause analysis, and helping implement corrective actions. Required Experience - 3+ years of experience leading client-facing implementations from requirements through production support. - Proven ability to manage multiple concurrent deliverables in a fast-paced, deadline-driven environment. - Demonstrated experience supporting production issue resolution, including incident triage, root cause analysis, stakeholder communication, and coordination across technical and business stakeholders. - Experience supporting business-critical production integrations in a client-facing environment. - Strong data analysis and troubleshooting capabilities. - Bachelor’s degree in a technology-related field preferred. - Comfortable working closely with remote teams in virtual environments. Technical Skills & Application Knowledge - SQL - Microsoft Office Suite - FTP toolsets Additional Experience that would be beneficial - XML / XSL - PowerShell - PGP / GPG Encryption Professional & Interpersonal Competencies - Executive presence and professionalism when interacting with partners and client stakeholders. - Advanced listening and analytical skills with the ability to detect unstated risks, dependencies, and downstream impacts during stakeholder discussions. - Strategic mindset, understands the “why” behind integration requests, not just the “how.” - Demonstrated initiative and ownership in driving projects to successful completion. - Ability to manage competing priorities while maintaining composure and clarity. - Sound judgment when navigating sensitive client environments. - Excellent written and verbal communication skills. - Strong organizational skills and attention to detail. - Comfortable influencing stakeholders and maintaining alignment when client requests diverge from established integration standards.

Role Description The Business Analyst serves as a critical bridge between business stakeholders and product teams, specializing in deep analysis, process understanding, and requirements clarification. This role focuses on discovering and documenting the 'why' and 'how' of business needs, providing comprehensive analysis that enables Product Owners to make informed product decisions. Core Responsibilities - Discovery & Requirements Elicitation - Conduct stakeholder interviews to understand business needs, pain points, and objectives - Facilitate discovery sessions and workshops to gather comprehensive requirements - Document business requirements in clear, structured Business Requirements Documents (BRDs) - Translate complex business concepts into understandable requirements for technical teams - Process Analysis & Optimization - Map current state business processes and identify inefficiencies - Design future state processes that optimize business operations - Conduct gap analysis between current and desired states - Assess feasibility of proposed solutions from a business perspective - Analysis & Decision Support - Perform detailed business and data analysis to support product decisions - Present options analysis with pros, cons, and recommendations to Product Owners - Conduct impact analysis for proposed changes or new features - Provide competitive research and market analysis as needed - Product Owner Support - Assist Product Owners with user story development when requested (supporting role) - Review acceptance criteria for completeness and clarity - Provide detailed requirements specifications that feed into product backlog items - Support backlog refinement by providing analytical insights - Testing & Validation - Plan and coordinate User Acceptance Testing (UAT) activities - Facilitate the execution of acceptance testing to verify solutions meet business requirements - Coordinate with end users for feedback and validation - Document test results and work with PO on acceptance decisions - Documentation & Knowledge Management - Create and maintain comprehensive business process documentation - Develop system requirements specifications and functional specifications - Maintain requirements traceability throughout project lifecycle - Ensure knowledge transfer to teams and stakeholders Key Deliverables - Business Requirements Documents (BRDs): Comprehensive documentation of business needs and requirements - Process Maps & Diagrams: Current and future state process documentation - Gap Analysis Reports: Detailed analysis of gaps between current and desired states - Feasibility Studies: Assessment of solution viability from business perspective - Options Analysis: Comparative analysis of solution alternatives with recommendations - Test Plans & Scenarios: UAT planning documentation and test case scenarios - System Requirements Specifications: Detailed functional and non-functional requirements - Stakeholder Reports: Regular updates on analysis findings and project progress Qualifications - Bachelor's degree in Business, Information Systems, or related field - 3-5 years of experience as a Business Analyst or similar role - Experience working in Agile/Scrum environments preferred Requirements - Strong requirements elicitation and documentation skills - Process mapping and business process modeling (BPMN, flowcharts) - Data analysis and interpretation skills - Proficiency with analysis tools (Visio, Lucidchart, Excel, SQL) - Experience with requirements management tools (Jira, Confluence) Core Competencies - Critical Thinking: Ability to analyze complex problems and identify root causes - Stakeholder Management: Build relationships and facilitate productive discussions - Communication: Excellent written and verbal communication skills - Attention to Detail: Thoroughness in documentation and analysis - Domain Knowledge: Understanding of relevant business domains and industry practices - Facilitation: Ability to lead workshops and guide discussions to productive outcomes - Adaptability: Flexibility to work across different projects and business areas All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations. We use limited AI‑assisted tools for administrative screening purposes only - never for decision‑making. All hiring decisions are made by people. Applicants may have rights to information and explanations regarding the use of such tools, or request human review, as required by applicable regional laws.

Role Description Fragomen’s Help Desk Manager position will provide you with the opportunity to make an immediate impact on our business, as well as offering training, development, and long-term growth opportunities. Providing world class client service and industry leading technology solutions, to support our clients. As a subject matter expert (SME) in I-9 Employment Eligibility, E-Verify, and Fragomen’s WorkRight US I-9 technology, you will work in an exciting, dynamic, and challenging atmosphere with people who are passionate about Fragomen and our technology solutions. Fragomen’s WorkRight US I-9 technology is the first and preeminent I-9 SaaS and fully managed solution in the industry. Our product is continuously updated and optimized to be flexible and allow clients to automate, streamline, and improve the compliance of their I-9 programs. In this opportunity, you will work with a group of smart, motivated, and diverse individuals to learn new skills and gain knowledge surrounding I-9 management and compliance. How will you make a difference as a Help Desk at Fragomen? - Act as a supervisor to the Help Desk/Managed Services team. - Ensure new employees are properly trained and directly or indirectly supervise staff, providing mentoring, coaching, and performance management. - Collaborate with the WorkRight US I-9 leadership team to continuously aspire to offer a superior product and service to our clients. - Demonstrate excellence in managing escalated complex I-9 cases and ensuring team's work output is accurate and timely by prioritizing cases and monitoring workload. - Provide direction to the team using extensive knowledge of I-9 processing and I-9 case matters. - Serve as a liaison between the Fragomen Help Desk team, WorkRight internal teams, and the client. - Strengthen and maintain strong relationships with key stakeholders in client accounts, contribute to client meetings and assist with the successful delivery of the team’s output of work. - Proactively address client escalations, lead high touch calls, and provide accurate and relevant client service metrics when needed. - Perform a wide range of varied case related duties requiring specialized knowledge and skills in I-9 processing. - Collaborate with extended team to perform intake of I-9s, reports management and troubleshooting issues. - Communicate regularly with clients and employees regarding I-9 procedural and processing issues. - Oversee and manage status of I-9 cases through utilization of our ServiceNow case management system. - Be fluent with I-9 management and other reporting tools and technologies used to manage data and information. - Engage, collaborate, and share knowledge with teams locally and regionally to ensure best practices. - Ensure self and team follow documented firm standards and policy to mitigate risk and ensure regulatory, operational and client compliance (e.g., complete mandatory training such as Data Privacy, follow Client Protocols, etc.). Qualifications - Bachelor’s degree preferred. - At least 7 years of experience within the I-9 space. - Supervisory or managerial experience. - Possess strong knowledge of I-9 procedural requirements and client processes. - A client service mindset, attention to detail and desire to achieve a high level of productivity. - Experience using various computer systems, including Microsoft suite, ServiceNow, etc. - Ability to multi-task in a fast-paced environment with competing demands. - Excellent written and verbal communication skills, including the ability to proofread documents, draft fluent prose, and avoid grammatical mistakes without the aid of AI engines. - Ability to contribute to positive work environment, effectively collaborate and promote teamwork. Requirements - All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations. - We use limited AI-assisted tools for administrative screening purposes only - never for decision-making. All hiring decisions are made by people. - Applicants may have rights to information and explanations regarding the use of such tools, or request human review, as required by applicable regional laws.