• Own the end-to-end definition of requirements, from early discovery through delivery and validation • Create high-quality user stories and detailed acceptance criteria that enable development and QA teams to deliver effectively and continuously • Collaborate closely with Product Owners to refine, prioritize, and maintain backlogs aligned to business goals • Participate in project estimation and assessment efforts, partnering with engineering to evaluate scope, complexity, and delivery timelines • Work directly with UI/UX designers and developers to translate web and UI behavior into functional requirements and acceptance criteria • Produce clear artifacts such as process flows, interaction diagrams, and functional specifications to document scope and intent • Build and maintain a working knowledge of front-end experiences, backend services, APIs, and data flows to ensure requirements are technically feasible and scalable • Use SQL to analyze and validate data, support requirements clarification, and assist with troubleshooting during delivery and testing • Ensure requirements address scalability, usability, quality, and security considerations • Support QA and UAT activities by clarifying requirements, acceptance criteria, and expected outcomes • Facilitate alignment across business stakeholders, Product, Engineering, QA, and other partners by clarifying needs and resolving ambiguity • Lead requirement walkthroughs and discussions to ensure shared understanding and readiness for delivery

Your role at DynatracePosition Overview: We are seeking an experienced Customer Success Operations Analyst that has worked within the SaaS industry. This role is pivotal in owning and executing customer-facing operational communications related to product updates, end-of-life (EOL) support, and break-fix scenarios. The ideal candidate will have a strong background in developing and managing clear, concise, and customer-centric operational processes and messages that enhance the customer experience and drive product adoption. Key Responsibilities: - Deliver and support Customer Success Operation’s strategy that aligns with company goals and enhances client satisfaction and engagement for internal and customer facing breaking change, end of life, and end of support product communications. - Maintain and communicate a roadmap for the capability area, outlining planned initiatives and improvements. - Conduct operational reviews for the capability area, reporting on completed actions and outcomes. - Establish internal processes and best practices as the foundation for breaking change, end of life, and end of support product communications. - Partner with Product Management and R&D to automate and continuously improve automation capabilities, supporting systems, and channels for internal and external communications. - Partner with R&D, Product Management, D1 Strategy, and Dynatrace ONE Center of Excellence to ensure internal awareness and alignment on customer-facing operational communications and processes - Work with relevant teams to ensure systems and tooling automate and support end users effectively. - Ensure that all messaging is clear, relevant, and accessible to different customer segments. - Draft, review, and edit internal and customer-facing operational communications, including emails, in collaboration with various Business and Product leads, ensuring alignment with brand tone and style. - Regularly gather feedback from customers and internal stakeholders to refine operational communication strategies and ensure relevance and clarity. - Collaborate closely with cross-functional teams, including Product, Marketing, Customer Success, Engineering, Public Relations, and Legal, to ensure messaging is accurate, consistent, and aligned with company goals. - Track and analyze operational communication performance metrics (open rates, click-through rates, engagement, etc.), and present actionable insights to the leadership team and key stakeholders. - Measure and report on effectiveness KPIs for impact analysis, working with the Business Analyst team. This position is able to sit remotely. Candidates who live within a 45 mile radius of Boston, MA, Detroit, MI, Denver, CO, or Mountain View, CA will be required to work hybrid (2 day per week) out of our Dynatrace office. All candidates must work EST hours. What will help you succeed - Bachelor’s degree in Marketing, Communications, Business, or a related field. - 5+ years of experience in customer success operations, customer communications, or marketing, working within the SaaS or technology space. - Strong understanding of customer segmentation, lifecycle communication, and retention strategies. - Experience with using Salesforce Marketing Cloud or other campaign tools. - Excellent verbal and written communication skills, with a knack for crafting compelling and concise operational messages. - Analytical mindset with the ability to interpret data and derive actionable insights. - Exceptional organizational skills and the ability to manage multiple projects simultaneously. - Experience in product-related and incident management communications. - Familiarity with communication platforms and tools, ensuring effective utilization for customer outreach and engagement. Why you will love being a Dynatracer - A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly. - Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research. - A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries. - An environment that fosters innovation, enables creative collaboration, and allows you to grow. - A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals. - A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all - A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team. Compensation and RewardsDOE, salary $90K - $100K, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location. Equal Employment OpportunityAll your information will be kept confidential according to EEO guidelines. We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact careers@dynatrace.com. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law. To be considered for this position, please upload your resume/CV.

• Assist Direct Hire (DH) staff in the Office of Finance • Provide mid-level financial management personnel support for USAID payroll operations • Payment processing and voucher examination • Intra-Governmental Payment and Collection (IPAC) transactions • Audit management and follow-up activities • Support USAID’s Audit Management and Follow-up Program • Track, analyze, and report on OIG and other audit findings using CACS • Coordinate with OIG, program offices, and external stakeholders to support audit resolution and closeout

• 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.