NetImpact Strategies Inc.

• Lead technical architecture, system design, and ensure developers follow standards. • Design and implement flexible, scalable data models and guide data migration from legacy systems. • Architect and configure solutions in Proven Optics , SPM , and GRC modules. • Provide technical leadership, mentor developers, and conduct peer code reviews. • Oversee system upgrades, patches, and collaborate with administrators on platform improvements. • Translate business requirements into detailed technical designs. • Troubleshoot complex issues, implement bug fixes, and perform root cause analysis. • Certified professional that leads architecture consulting efforts; with a focus on sun setting of older technologies, and the strategic implications regarding current and future organization landscape. • Perform hands on advanced technical development work as required. • Provide technical leadership, and designing platform architectures for a Cloud environment. • Design/develop new software products, major enhancements. • Lead a large development team in the design of highly complex software systems. • Acts as highest-level technical expert, addressing problems of systems integration, compatibility, and multiple platforms. • Performs feasibility analysis on potential future projects. • Plan/execute application releases through Production/Pre-production. • Implement/manage a continuous integration/delivery pipeline.

• Develop and manage user stories, tickets, and backlog items in coordination with technical teams • Track project progress and ensure adherence to deliverable timelines • Coordinate daily activities across team members to maintain alignment and momentum • Facilitate communication between stakeholders, developers, and leadership • Monitor task completion and proactively identify and mitigate risks or delays • Maintain project documentation, including meeting notes and status reports • Ensure clarity and completeness of requirements and acceptance criteria • Organize and prioritize multiple tasks in a fast-paced environment

• Develop and manage user stories, tickets, and backlog items in coordination with technical teams • Track project progress and ensure adherence to deliverable timelines • Coordinate daily activities across team members to maintain alignment and momentum • Facilitate communication between stakeholders, developers, and leadership • Monitor task completion and proactively identify and mitigate risks or delays • Maintain project documentation, including meeting notes and status reports • Ensure clarity and completeness of requirements and acceptance criteria • Organize and prioritize multiple tasks in a fast-paced environment

• Proven experience as a key technical resource leading the development of solutions in client environments. • Prepare and present client-facing and internal deliverables that are technology-related • Serve as the Senior ServiceNow application developer responsible for implementing solution design using best practices • Overall responsibility for analyzing and documenting business processes and systems • Facilitate requirements gathering and document requirements • Collaborate with Product Designer to provide ServiceNow design support • Collaborate with System Administrators and ServiceNow Support concerning strategies and technical aspects of platform upgrades • Design and develop solutions within the ServiceNow environment to include new or modifications to applications, forms, workflow, policies, actions, access control, interfaces, and any other configurations required to support client processes • Perform hands-on technical development work based on assigned user stories; conduct unit testing for each story assigned. • Develop JavaScript server/client code as needed for integration • Create and use update sets to move customer configuration between environments • Create and maintain API and data integration processes between ServiceNow and other services. • Provide advanced support for ServiceNow by troubleshooting a variety of difficult software problems, implementing bug fixes, and performing root cause analysis • Build reports, gauges, and home pages • Troubleshoot and resolve issues during configuration, testing, and release • Assist in troubleshooting patch/release management issues • Ensure environments are configured to the proper security standard, as well as configured for performance and high availability

• Provides system administration for LMS and LMS system training as required. • Provides technical support for LMS users, diagnosing and resolving system, access, enrollment, and content issues in a timely manner. • Ensures managing and tracking of DHA training courseware in production and testing and conforms to DHA LMS mission and/or program guidelines. • Employs approved LMS instructional methods and materials to conduct training courses. • Collaborates with eLearning team, DHA stakeholders, and Government management. • Liaises with subject matter experts regarding implementation and coordinates courseware gate reviews with customers regarding implementation of courses to LMS • Communicates effectively with leadership. • Provides timely notification on items requiring Government action. • Designs and facilitates Train–the-Trainer sessions remotely. • Maintains records of client communication, project progress, required course documentation, and combined feedback for each assigned project. • Leads training for elevated user roles within the LMS system to facilitate cross-functional learning of the system. • Utilizes a quality assurance process to ensure consistency within and between training deliverables and advising on operational enhancements that supports improved quality.

• Coordinate and deliver all aspects of virtual classroom training. • Create a learning environment that encourages learner engagement. • Applies knowledge of adult learning concepts such as ADDIE methodology in the creation of educational training to support synchronous and asynchronous learning and translate the subject material into accurate and beneficial courseware. • Effectively gathers information from the client on various aspects of the project, including instructional training objectives , tasks to be emphasized, prior knowledge of the students, relationships to be stressed, and the relative degree of importance of the various pieces of information being disseminated to determine appropriate level of interactivity. • Leads the development of storyboards and other training materials, that include the designs and layouts for a wide variety of organizational, technical, and general training materials of a complex nature. • Develops effective training through application of learning theory such as Knowles Principles of Adult Learning advising customers on appropriate , effective interactivity for the needed level of training. • Recommends best method of portrayal, style, and format, including order and amount of detail, based on knowledge of briefing purpose, coverage, and intended audience. • Collect feedback to incorporate improvements. • Ensure storyboard quality using peer reviews and best practices, collaborating with team for continual process improvement.

• Identify and establish trusted relationships with frontline aviation stakeholders—including air traffic controllers, technical operations personnel, and other safety-critical aviation professionals —to ensure their operational perspectives consistently inform OCM activities and BNATCS modernization decisions. • Design and support stakeholder engagement activities that surface adoption risks, workforce concerns, and cultural/operational friction points and provide recommendations to improve workforce readiness, adoption readiness, and stakeholder sentiment • Strategize, plan, collect, and translate frontline operational insights into actionable OCM strategies that strengthen trust, improve communication, and accelerate BNATCS adoption across the aviation workforce • Apply aviation domain expertise to design and implement targeted engagement and change interventions aligned with stakeholder interests and operational realities. For example, developing strategic messaging that clearly connects BNATCS changes to air traffic controllers’ current challenges, aviation safety principles, and Safety Management System (SMS) priorities. • Drive stakeholder adoption and workforce readiness by identifying perceived or real operational concerns early and shaping engagement planning and program adjustments that increase acceptance and reduce implementation risk • Improve trust and transparency between BNATCS leadership and the aviation workforce through structured engagement strategies to include listening sessions, operational forums, and feedback collection methods. • Design, measure, and assess stakeholder sentiment, workforce readiness, and adoption health to guide OCM strategy adjustments.

• Identify and establish trusted relationships with frontline aviation stakeholders—including air traffic controllers, technical operations personnel, and other safety-critical aviation professionals —to ensure their operational perspectives consistently inform OCM activities and BNATCS modernization decisions. • Design and support stakeholder engagement activities that surface adoption risks, workforce concerns, and cultural/operational friction points and provide recommendations to improve workforce readiness, adoption readiness, and stakeholder sentiment • Strategize, plan, collect, and translate frontline operational insights into actionable OCM strategies that strengthen trust, improve communication, and accelerate BNATCS adoption across the aviation workforce • Apply aviation domain expertise to design and implement targeted engagement and change interventions aligned with stakeholder interests and operational realities. For example, developing strategic messaging that clearly connects BNATCS changes to air traffic controllers’ current challenges, aviation safety principles, and Safety Management System (SMS) priorities. • Drive stakeholder adoption and workforce readiness by identifying perceived or real operational concerns early and shaping engagement planning and program adjustments that increase acceptance and reduce implementation risk • Improve trust and transparency between BNATCS leadership and the aviation workforce through structured engagement strategies to include listening sessions, operational forums, and feedback collection methods. • Design, measure, and assess stakeholder sentiment, workforce readiness, and adoption health to guide OCM strategy adjustments.

• Provides first contact for moderately complex customer inquiries via phone calls, emails, and web submissions • Assist customers in resolving technical problems with Windows desktop applications, VPN software, PIV credentials, mobile apps, and hardware issues • Follows up with customers to ensure that customer inquiries are resolved in the agreed upon time frame • Logs and tracks inquiries using a problem management application and maintains incident records and related problem documentation • Identifies, evaluates inquiry / prioritizes customer problems and complaints to ensure that inquiries are successfully resolved • Analyzes and evaluates inquiry / problem reports and makes recommendations to reduce help desk call rates • Attempts to resolve as many incidents during the first contact, or at Tier I level and efficiently escalates incidents to Tier II or Tier III when required • Writes knowledgebase articles for common problems • Meets or exceeds established objectives for call resolution time and customer satisfaction

• Lead efforts to analyze data sources, identify the best sources for stakeholder information, and establish and maintain relationships with key points of contact • Develop relationships with stakeholders and has a working knowledge of the organization's business operations, objectives, and industry context to align change initiatives with strategic goals • Analyze the impact of proposed changes on various aspects of the organization, including processes, systems, culture, and people • Execute a plan to collect and update stakeholder information, establish mechanisms to collect feedback for ensuring ongoing data accuracy and relevance, and adjust plan for effective change management strategy • Coordinate with the client and other Organizational Change Management (OCM) representatives to ensure stakeholder information is consistently reviewed and updated • Assist in articulating requirements for the Stakeholder Management Tool to aligns with the needs of the stakeholders • Support the development, testing, and training activities related to the stakeholder management tool and coordinate with training specialist to develop training objectives in meeting OCM needs • Support OCM process and oversee development of OCM plans and other project deliverables: roadmap, communications plan, training plan, strategy, etc. • Helps to identify and support key performance indicators (KPIs) and metrics to measure the success of the change initiative • Tracks progress and provide regular reports to leadership and stakeholders • Supports pre and post-implementation surveys and the data collection, analysis, and reporting of results • Ensure tool compliance with Government data categorization and protection standards • Apply OCM theories and models (e.g., Prosci, ADKAR, Kotter's 8-Step Model, Lewin's Change Management Model) to develop and implement OCM assessments and strategies • Work with training specialists to define training objectives and support the delivery of tailored training programs for stakeholders