System Automation Corporation

• Engage meaningfully at the technical level on assigned projects, understanding how solutions are being designed and configured on the Evoke platform. • Review proposed solution approaches prior to build in collaboration with Solution Architects and Functional Consultants, raising concerns about gaps, misalignments with user stories, or risks before they are locked into the project plan. • Work closely with Solution Architects and Functional Consultants throughout design and build phases, ensuring that delivery decisions are well-documented, traceable to user stories, and consistent with platform capabilities. • Own the full project lifecycle: initiation, planning, execution, monitoring, and closure across multi-year, multi-stakeholder government implementations. • Develop and maintain detailed, resource-loaded project schedules; set and manage milestones, resource allocations, and time budgets with precision. • Drive milestone completion and profitability targets in coordination with the Professional Services Manager and leadership team. • Navigate complex stakeholder environments that frequently include competing interests and shifting priorities across agency leadership, program staff, and end users.

• Lead requirements analysis by collaborating with client stakeholders, reviewing documentation, conducting workshops to surface business needs, and translating requirements into well-architected platform solutions • Develop detailed technical solution documentation including process flowcharts, diagrams, data models, and user guides • Own the full user story lifecycle: author stories with testable acceptance criteria in Jira, and drive ongoing requirements clarification with client and internal stakeholders through delivery. • Configure and maintain business applications using the Evoke low-code platform, operating within solution designs established by the development team and escalating design decisions accordingly • Ensure all production changes follow lifecycle methodology, version control, appropriate testing, and risk guidelines • Conduct working sessions with clients to facilitate feedback and resolve issues during client review and UAT • Lead end-user and administrator training sessions • Facilitate User Acceptance Testing, guiding end users and resolving reported issues • Triage and document system issues during client review and testing, coordinating with solution developers on resolution

• Lead the quality strategy, standards, and execution across the Evoke product engineering organization • Raise the bar on software quality and drive the evolution of test automation practices • Serve as the accountable owner for release readiness and production sign-off • Lead a team of three responsible for functional, regression, and performance testing • Work closely with Product Engineering development teams and partner with Customer Service and Operations during production issue response

• Define and enforce platform reliability standards, including uptime, performance, and incident response expectations • Lead incident management processes, including coordination, communication, and post-incident reviews • Establish monitoring, alerting, and observability practices across the platform • Drive continuous improvement of operational processes and system stability • Oversee release processes, ensuring consistent and reliable deployments across environments • Partner with engineering teams to improve CI/CD pipelines and deployment workflows • Align release management practices with platform scalability and growth • Lead and mentor a team of engineers and analysts across operations, DevOps, and data functions • Collaborate with Product Engineering, QA, and Delivery teams to align priorities and execution • Act as an escalation point for complex technical and operational issues • Partner with security resources to ensure compliance (SOC 2, GovRAMP, NIST 800-53, etc.) • Own security audits for the Evoke platform, including audit readiness and remediation efforts • Oversee large-scale data migration and data operation efforts

• Support Project Managers in developing and maintaining detailed project schedules and plans • Assist in tracking scope, risks, timelines, resource allocation, and budgets • Help prepare internal and customer-facing status reports and documentation • Coordinate and facilitate project meetings, including scheduling, note-taking, and follow-ups • Serve as a secondary point of contact for customer communications and issue tracking • Monitor task progress and assist in ensuring deliverables meet quality standards • Collaborate with technical team members to support implementation activities

• Serve as the primary relationship owner for assigned customer accounts from a support and service perspective • Conduct recurring customer meetings to review SLA performance, support trends, and improvement opportunities • Prepare and present SLA scorecards, ticket metrics, and service health reports • Act as the customer advocate internally, escalating and coordinating resolution of high-impact issues • Partner with the Manager of Customer Support to address recurring issues and service gaps • Identify risks to customer satisfaction and retention and proactively drive mitigation plans • Support contract renewals and expansion conversations by demonstrating service value and performance • Proactively identify upsell and cross-sell opportunities within assigned accounts; partner with Sales to advance expansion conversations and drive revenue growth • Track and improve Net Promoter Score (NPS) for assigned accounts; conduct regular check-ins to gather customer sentiment and close feedback loops • Contribute to continuous improvement of customer success processes, tools, and reporting standards • Monitor and manage service level agreements (SLAs), response times, backlog, and customer satisfaction metrics for assigned customers • Ensure consistent, high-quality customer communication and issue resolution • Develop and refine support processes, playbooks, and knowledge base content • Partner with Product and Engineering to identify trends, root causes, and product improvement opportunities

• Responsible for configuring applications using our SaaS platform builder • Meeting with clients to understand their business and its challenges • Functionally outlining a solution for the identified use cases • Leveraging a set of low- and no-code platform building blocks to build a solution that meets the client’s needs • Conducting working sessions with clients to facilitate feedback; resolve technical issues during client review and testing

• Contribute to real Evoke platform development efforts, including: UI components and frontend features (React/TypeScript) • Backend logic and API integrations • Low-code configuration and workflow design • Support the development and enhancement of platform features, tools, or internal utilities • Participate in team ceremonies such as sprint planning, standups, and retrospectives • Collaborate with engineers to troubleshoot bugs, test functionality, and validate solutions • Assist in building proofs-of-concept or innovation projects (including AI-assisted tools and automation) • Learn and apply modern development practices, including: Version control (Git), Code reviews, Testing strategies, Agile development workflows • Document work and share learnings with peers and the broader team

• Execute data and document migrations for Evoke™ platform implementations, including data extraction, transformation, and loading (ETL) into Evoke solutions. • Review data mapping documentation and contribute to the design of conversion methodologies that enable accurate and efficient data transformation and loading. • Research and evaluate automated and AI-driven tools to enhance data migration processes, championing adoption within the organization. • Develop and deploy integration solutions for Evoke™ platform projects, including API-based and batch-based data imports and exports. • Provide input and guidance to customer data teams and internal consultants during data mapping activities, ensuring alignment with migration and integration requirements. • Collaborate with internal teams to gather data from multiple repositories and create models and visualizations that support operations management. • Design, build, and maintain scalable data pipelines and workflows to ensure efficient data processing. • Ensure data integrity, quality, and security throughout migration and integration processes. • Troubleshoot and resolve data-related issues during implementation and internal projects. • Document processes, standards, and best practices for data engineering and integration activities.

• Responsible for gathering and analyzing client requirements and performing system configuration to build applications using our SaaS low-code application platform builder to meet client needs. • Leading requirements analysis by collaborating with client stakeholders, leading workshops to understand their business needs, identifying and documenting requirements, and collaborating with solution developers to translate business requirements into well-architected solutions. • Develop detailed technical solution documentation in support of client business objectives, including process flowcharts, diagrams, user guides, etc. • Participate in and/or lead technical design sessions with solution developers. • Create, update, configure, and maintain business applications with our low code application platform. • Ensure all production changes are made in accordance with lifecycle methodology, version control, appropriate testing, and risk guidelines. • Stay informed of new technologies and be aware of new platform capabilities, industry standards, and best practices. • Conduct working sessions with clients to facilitate feedback; resolve technical issues during client review and testing. • Lead end user and administrator training sessions. • Facilitate User Acceptance Testing, providing guidance to end users and resolving reported issues. • Troubleshoot and debug system errors and implement solutions to resolve them.