• Define current state processes in areas where process is vague, weak, or undocumented. • Document future state processes, or next iterations of current processes such as Incident Management, Problem Management, Service Asset and Configuration Management, Change Management, Knowledge Management, Project and Portfolio management, Test Management, Facilities Management, HR Management and Request Fulfillment. • Define and document design requirements to support all process implementations using Agile Scrum SDLC and/or Waterfall methodologies. • Champion organizational change and adoption of service management best practices by providing coaching and training until processes become engrained into the culture. • Provide guidance and input to stakeholders, leaders, developers and quality assurance testers throughout the ITSM program. • Act independently to review operational processes with other key IT and business entities and work closely with IT to efficiently operationalize key processes. • Conduct research, develop, and recommend solutions to integrate people, processes, and technology to improved IT process principles.

• Analyze historical call volume and staffing trends to produce 30/60/90-day and 6/9/12 month forecasts • Incorporate seasonal trends, holidays, marketing campaigns, product launches, and known business events into projections • Model capacity requirements and support headcount recommendations for hiring • Partner with Scheduling to translate forecasts into daily and interval-level schedules • Monitor and report actual vs. forecast variance and provide insight into forecast accuracy • Maintain and improve forecasting models using statistical tools or system-based automation • Track and assess atypical volume influences (e.g., special projects, seasonality deviations, system disruptions) to understand business impact, enhance scenario planning, and maintain accurate, trend-based forecasting models • Provide data-driven insights to support performance analysis, project planning, and staffing strategy • Develop what-if scenario models to evaluate staffing impacts of volume shifts, AHT changes, shrinkage fluctuations, and hiring delays

• Gather and review daily transactions across various banking portals • Collaborate with relevant departments to investigate transactions for additional insights • Categorize daily bank transactions according to their respective GL codes • Execute weekly loan funding procedures • Assemble weekly reports related to accounts payable transactions • Record interest payments on notes payable • Compile a monthly report detailing bank fees and charges • Manage and support loan collections payment postings

• Review and analysis of credit-relevant documents (annual financial statements, business plans, financing requests) • Assessment of creditworthiness, loan amount and loan term • Preparation of business cases and financing documentation • Preparation of projected financials and forecasts • Close coordination with internal stakeholders • Classification and organization of credit-related documents