• Build an in‑depth understanding of end‑to‑end underwriting processes, including customer expectations and upstream and downstream impacts • Gather and analyze information and participate in business analysis review, supporting improvements that align with department strategies and organizational goals • Participate in testing, training, and meetings that cut across multiple business and functional areas • Develop strong relationships with key business, technical, and project management functions • Maintain strong relationships with all stakeholders to gather information and understand stakeholder interests • Track to milestones, ensure system documentation and tools are updated and maintained • Possess excellent communication skills, to include the ability to interact professionally with all levels of the organization in written, verbal, and visual formats • Advocate for change within the team, department, and Guardian while remaining open and adaptable to evolving priorities

• Closely monitor contact center volume (voice, social media, etc.) routed to multiple outsource partners and internal ABG contact center, and make decisions to obtain service and budget levels determined by management • Adjust routing on a real-time basis to allocate to different skills and/or vendors based on service level or contractual metrics • Coordinate with IT Security to create new employees in the “SSO” systems (Symbee, Amazon, Verint) and add/adjust/monitor appropriate skills/permissions • Create/Adjust routing profiles (skills) in ACD and Workforce Management Systems • Act as point of contact for access/permissions issues related to WFM systems (Verint, Amazon, Symbee) • Direct and coordinate the real-time operation. Make decisions related to overtime, vacation, and time off without pay • Analyze real time contact center trends including all customer contact volumes/ patterns, staff productivity, absenteeism, and resource allocation • Monitor and adjust daily/weekly/monthly employee schedules, and make empowered decisions based on any impact to staffing levels • Create “Intraday” reporting and distribute to management team • Interact with Managers, Supervisors, and Outsource Partners throughout the day to optimize performance • Assists in the recovery from periodic outages and system down-time as they occur within the contact center • Monitor severe weather (forecast and current) that may impact volumes, location closures, and inventory loss • Monitor airport activity that may impact flight delays and call arrival volume/patters • Serve as a primary contact for contact center WFM to make decisions or escalate work related issues in the absence of the department manager and/or scheduling analyst • Coordinate/conduct daily briefings with WFM team and leadership team to ensure staffing opportunities are brought to the attention of operations • Facilitates recovery efforts from periodic outages and system down time when they occur within the contact center • Act as backup for critical roles, including department Scheduler, Forecaster, and Technology Analyst • Other duties as assigned

Title: Business Analyst Location: Brooklyn United States Employee Type: Contract Job#: 3026253 Job Description: This position is onsite at least 2 days a week. This is a Temp to hire position. Questions that must be submitted with resume. Please make sure these answers tell where, when and for how long. Have you been a BA for client facing web/mobile applications? Have you been a BA within a financial institution? Top 3 things looking when reviewing resumes: BA Experience for client facing web applications within a financial institution or other heavily regulated industry, organization/collaboration skills, story writing Summary: As a core member of the Digital Banking team, Access Management Squad, the IT Business Analyst will play a critical role in supporting the alignment, integration, and governance of PLC/SDLC and work closely with Consumer Digital Stakeholders and Delivery Team. Supports Digital by managing Jira Stories, priorities and backlog as well as maintaining documentation on Confluence. Provide business analysis and reporting in support of Online Banking Web and Mobile. Essential Job Functions: - Manage the Jira Project Board and respond in a timely manner - Create, manage, and support administrative functions associated with Project Management Tools - EPPIC, Jira Align, Jira, and Confluence - Provide support for PLC/SDLC governance, including but not limited to data quality, follow up, and reporting - Provision new users in supported applications and maintain existing users' access - Respond to end user support requests effectively and communicate with them to address issues - Create, develop and maintain technical documentation and user-guides - Train end-users on tools supported - Maintain and update support tracking records - Work closely with contact center representatives in support of new product releases - Supports the monthly posting and reconciliation process for Project financials - Assist end users and PMO Operations Team with day-to-day functionality and efficiency of supported applications and processes - Identify, manage and resolve issues in a timely manner - Provide feedback to manager and other members on process change suggestions - Work within a remote, customer oriented, positive team environment - Demonstrate strong interpersonal, verbal, and written communication skills for communications with technical and non-technical staff - Support and/or participate in all phases of user acceptance testing to ensure quality in application releases and user experience for approved Project Management tools - Other duties as assigned to support the Project Management Community Required Qualifications - Proficient in information gathering and analytical approach to problem solving. - Self-motivated with the ability to work with little to no supervision. - 2- or 4-year college degree; or equivalent experience. - Excellent interpersonal communication skills - written and verbal. - Excellent time management and organizational skills. - High attention to detail and ability to manage multiple priority assignments. - Proficiency with Microsoft Office Suite and Jira/Confluence/Kanban. Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide. Employee Type: Contract Location: Brooklyn, OH, US Pay Range: $60 - $65 per hour

• Act as a bridge between business needs and technology solutions, translating complex requirements into actionable deliverables • Analyze, transform, and resolve business problems through data-driven and technology-enabled solutions • Partner with cross-functional teams to ensure tooling, data, and analytics capabilities support evolving strategic goals • Build and maintain foundational datasets reflecting infrastructure usage, efficiency, and scalability • Define and operationalize KPI frameworks and success metrics to monitor global construction and infrastructure performance • Lead end-to-end analytics initiatives to inform infrastructure strategy, investment prioritization, and operational excellence • Develop and maintain scalable tooling platforms that support operational excellence across global construction • Oversee the development, testing, and deployment of machine learning and AI models used for analytics, prediction, personalization, and optimization