• Change Management: Lead the regular change review board to evaluate and approve planned changes. • Incident Management: Lead the entire incident lifecycle, including detection, diagnosis, resolution, and closure. Ensure incidents are handled efficiently to restore normal service operations as quickly as possible. • Problem Management: Conduct thorough post-incident reviews and root cause analyses to identify underlying issues and implement corrective actions to prevent recurrence. • Coordination and Communication: Act as the main point of contact during major incidents. Facilitate effective communication and coordination between internal teams, external vendors, and stakeholders to expedite issue resolution. • Performance Measurement: Define and track key performance indicators (KPIs) to measure the effectiveness of change, incident and problem management initiatives. • Reporting and Documentation: Maintain comprehensive change, incident and problem management records and prepare detailed reports. Provide regular updates to management on change, incident and problem management trends, resolution, progress, and improvement initiatives. • Process Improvement: Develop, implement, and refine change, incident and problem management processes and procedures. Ensure continuous improvement in change and incident handling and response times. • Stakeholder Engagement: Collaborate with various business units to understand their needs and ensure that IT service management practices align with business objectives. • Strategy Development: Contribute to the development and implementation of comprehensive IT service management strategies and plans that maximize employee adoption and minimize resistance. Ensure alignment with business objectives and stakeholder expectations. • Communication Planning: Execute effective communication plans to ensure that all stakeholders are informed, engaged, and supportive of ITSM initiatives. Create clear, concise, and compelling messaging to facilitate understanding and acceptance. • Risk Management: Identify potential risks and resistance points related to ITSM initiatives. Develop mitigation strategies to address concerns and ensure smooth transitions. • Continuous Improvement: Stay up-to-date with industry best practices and emerging trends in IT service management. Continuously refine and enhance IT service management processes and methodologies to improve outcomes.

Capio Group is looking for an experienced Business Solution Analyst! Full-time employee - Remote Salary: $120,000 - $130,000 About Us: Capio Group is a California-based Information Technology Consulting firm serving the public sector since 2010. We assist the Government in delivering large, complex systems and solutions. Capio Group is a small, but quickly growing firm that mixes good ideas, with great people, to achieve extraordinary results for our clients. We offer the salary and benefits of the bigger companies, with the added bonus of a flexible workplace and a great work-life balance. Scope of Work: Capio Group is looking for an experienced Business Solution Analyst to work as a part of the team on enhancing, replacing and integrating the client's existing legacy systems into a new modernized system. This new system would allow the client to streamline business processes and offer more efficient online services to users. The team will also provide technical expertise across key domains, including enterprise architecture, network infrastructure, database administration, communications systems analysis, application development and programming, quality assurance and validation, training support, and cybersecurity to ensure a secure, scalable, and high-performing system. The Business Solution Analyst will lead requirements gathering, business and technical process analysis, gap assessments, and documentation to support system design, integration, and validation of business needs throughout the transition. The Business Solution Analyst will be responsible for tasks including but not limited to: - Define business requirements, including functional and technical. - Review and refine the system requirements documented in the initial phase, incorporating feedback from stakeholders. - Review the existing business rules and the requirements for the “as-is” business processes and determine the “to-be” state and identify the gaps for business requirements. - Conduct system impact and gap analysis of the existing systems and recommend alternative new solutions. - Evaluate different technology options and platforms for replacing systems, considering factors such as cost, performance, scalability, security, and vendor support. - Based on the gap analysis of the existing systems, will recommend the appropriate direction for alternative technology platforms. - Create an Alternatives Analysis Report outlining assessment and gap analysis findings and identification of alternative solutions with pros and cons for the client decision making. - Collaborate with client programs to streamline business processes. - Clearly understand and define stakeholders in order to support organizational change efforts. - Conduct or participate in all meetings according to the Business Solutions Analyst Standards expectations (These meetings include Scrum ceremonies, JAD sessions, document review sessions, etc.) - Create epics from the high-level requirements, subsequent features, User Stories, and Acceptance Criteria - Create a BPR Plan for BPR Activities. - Document BPR analysis, challenges, risks, and recommendations. - Review deliverables with internal and external stakeholders based on the stakeholder engagement plan. - Identify and establish the scope and parameters of detailed requirements analysis on a business-by-business case basis to define IT business impact, outcome criteria, and metrics. - Develop and utilize standard templates for the most complex IT systems to write requirement specifications accurately and concisely. Mandatory Experience: - Within the last ten (10) years, must have a minimum of five (5) years of FTE experience applying analytical processes on IT software development and implementation projects. - Within the last ten (10) years, at least three (3) years of applying analytical processes on a large and complex IT project; experience must have been in business systems analysis and design. Note: A large and complex IT project is defined as having at least $20M in total application development project cost. A solution that has at least one hundred (100) internal end users and one hundred thousand (100,000) external users, and a solution that provides a secure data exchange interface with multiple external systems. - Must possess a bachelor’s degree. Additional qualifying experience may be substituted for the required education on a year-for-year basis. A copy of the degree must be provided upon request. - Within the last (10) years, must have a minimum of three (3) years of experience performing business process reengineering (BPR) activities on information technology systems implementation projects, documenting BPR plans, and coordinating stakeholders to execute BPR activities. - Within the last ten (10) years, must have a minimum of two (2) years of experience performing alternatives analysis, gap analysis, and providing process recommendations. - Must be able to provide a client/user end reference contact information for each applicable project meeting the requirements upon request in the qualification form. In addition, you must be able to submit completed reference forms when requested. Each reference form must be signed by the referenced individual. The reference contact must be a representative of the company for which the project was developed and must have served in a management or supervisory role. Desirable Experience: - Within the last ten (10) years, experience documenting “as is” and “to be” business process information and process flows. - Experience working with MS Project to manage project activities. - Experience assisting with converting and migrating legacy data. - Experience working on projects under CDT’s SIMM 19 Project Approval Lifecycle (PAL) process. - Experience delivering project solutions utilizing an Agile framework or methodologies. Equal Opportunity Employer: At Capio Group, our employees are our greatest asset and diversity, equity, and inclusion are at the core of who we are. Our commitment to these values is unyielding and is central to our mission and to our impact. We know that having diverse perspectives helps to generate better ideas to solve the complex problems of our diverse clients and the communities they serve.

• 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