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.

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.