Your role at DynatraceDynatrace is seeking a Lead Business Systems Analyst who will work with the People & Culture (HR) domain within the greater Business Systems organization. This individual should be highly experienced with HCM/HRIS technology and have strong communication, documentation, and stakeholder management fundamentals. This role requires someone who can confidently work with stakeholders and can guide them in the right direction with an inherent drive for process and delivery excellence. This role will heavily focus on Onboarding and Recruiting though may expand into other areas. Remote and Hybrid working conditions considered. - Lead the creation, documentation and presentation of business process flows, both as-is and to-be - Partner with all P&C business functions to formalize functional and non-functional requirements in a user-story format - Influence business stakeholders on industry best practice, keeping focus on core requirements, and using horizontal thinking (end-to-end, dependencies, etc.) to ensure successful solutions - Partner with Product Owners to manage a backlog of work - Primary liaison to the delivery teams for business process and requirements to deliver work in an Agile Scrum process (user story, Acceptance Criteria, pointing, etc.) - Collaborate with integration team as the process SME, familiarity with source-to-target requirements - Communicate relentlessly – document decisions and risks and ensure full visibility to Product Owners and impacted stakeholders - Work amongst peers to create and adhere to BSA standards to create a Center of Excellence (consistent way of working, templatized documentation, etc.) - Understand the onboarding, recruiting, and hiring processes from the lens of both the candidates and the operations teams responsible for managing the data and working with the system, thinking about scale What will help you succeed - SAP Success Factors experience - Boomi or other iPaaS experience - Extensive experience documenting processes, requirements gathering, and stakeholder management. - Strong understanding of Agile Scrum and Software Devolvement Life Cycle (SDLC) - JIRA experience (JIRA user story writing) - Demonstrated ability to elicit requirements from business stakeholders and navigate conflicting requirements and multiple stakeholders from different functions - Familiarity with vendor assessment and integrations - Organized, with attention to detail emphasizing process, completeness and accuracy - Impeccable communication skills, with the ability to concisely summarize takeaways, escalations, and next steps to a diverse group of peers - Comfort and default behavior to challenging the what and why, consistently validating the information with your own research and analysis - Ability to self-manage and deliver high quality software that meets end user needs Why you will love being a Dynatracer - Dynatrace is a leader in unified observability and security. - We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance. - Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances. - The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences. - Over 50% of the Fortune 100 companies are current customers of Dynatrace. Compensation and Rewards

Summary The Response Team Member is essential in delivering prompt, coordinated, and effective actions in response to service disruptions or operational outages. This role involves evaluating the impact, implementing established response procedures, aiding restoration activities, quantifying and consolidating outage analytics, facilitating discussions and documenting issues with key stakeholders, and maintaining clear communication to reduce downtime and safeguard personnel, customers, and assets. Your role in our mission Incident Response & Assessment - Monitor, identify, and assess outages or service disruptions using established tools, alerts, and reports. - Perform initial incident triage to determine severity, scope, and required response actions. - Follow standardized incident response protocols to ensure consistent and timely action. - Continuously follow up with stakeholders until their status is both confirmed and accurately documented. - Arrange meetings and create concise, easy-to-understand summaries of what was discussed. Operational Restoration - Escalate incidents appropriately based on severity, service impact, or safety conditions. - Assist with sharing workarounds, or contingency procedures when needed. - Collaborate with Real Time Adherence and Workforce Management teams to document their planned staffing strategies in support of outages as required. Communication & Coordination - Provide clear, timely updates to leadership, internal stakeholders, and operational teams throughout the outage lifecycle. - Document all actions, decisions, and timeline details for situational awareness and post‑incident reporting. - Collaborate with cross-functional partners to ensure alignment on outage restoration objectives and priorities. Preparedness & Continuous Improvement - Maintain up‑to‑date knowledge of outage procedures and protocols. What we're looking for - At least 2.5 years of experience in operations, outage response, IT support, business recovery, or related fields. - Strong analytical and problem‑solving skills in high-pressure environments. - Ability to communicate clearly, concisely, and professionally. - Familiarity with incident management processes or systems (e.g., ITIL, ICS, outage management systems). - Ability to work in US business hours. What you should expect in this role Remote

Our not-so-secret sauce. Award-winning, inclusive, Top Workplace culture doesn’t happen overnight. It’s a result of hard work by extraordinary people. The industry’s brightest talent drive our efforts to deliver purposeful work and meaningful impact every day. Learn more about what makes us different and how you can make your mark as our Business Process Leader, Reporting, at MMA. Marsh McLennan Agency (MMA) provides business insurance, employee health & benefits, retirement, and private client insurance solutions to organizations and individuals seeking limitless possibilities. With offices across North America, we combine the personalized service model of a local consultant with the global resources of the world’s leading professional services firm, Marsh (NYSE: MRSH). A day in the life. The Business Process Leader, Reporting, leads and coordinates end-to-end business process activities to deliver accurate, timely, and widely adopted reporting across MMA. Focusing on the MMA Analytics reporting tool, this role collaborates closely with the Business Process team, Data Insights & Reporting Center of Excellence (COE), and national and regional stakeholders to translate reporting requirements into effective, technology-driven processes aligned with client services workflows and the agency management system. Accountable for managing reporting intake and incident triage, maintaining clear and authoritative documentation, and driving continuous process improvements, the Business Process Leader, Reporting ensures consistent data interpretation, operational efficiency, and strong user adoption throughout the organization. Process Design and Governance - Lead and participate in regional and national working groups to define reporting and operational requirements, agree on data standards, and drive process design initiatives. - Engage cross-functional teams (operations, finance, IT, sales, client services, etc.) to map current state, design future workflows, and produce requirements and acceptance criteria. - Develop and enforce process governance standards for reporting, including change and approval workflows. Program and Change Management - Maintain reporting intake channels; apply triage and prioritization rules to ensure requests are logged, contextualized, and routed into the backlog or operational queue. - Participate in backlog refinement, sprint planning, acceptance testing and release preparation. - Manage in‑flight work and program status for active reporting requests and enhancements; track progress, coordinate dependencies, identify and escalate blockers, and ensure timely handoffs to delivery teams. - Coordinate across teams during sprints/releases to ensure deployment readiness and post‑release stabilization; maintain transparent communication to stakeholders. - Build and maintain strong relationships with regional representatives, business leaders, technical teams and the Data Insights & Reporting COE to surface issues, recommend scalable solutions and manage change impact. - Communicate status, risks and recommendations clearly and professionally to stakeholders at all levels. - Apply change‑management principles in all stakeholder interactions to foster adoption and cross‑departmental alignment. - Develop an effective team; foster a collaborative, innovative team culture, build strong working relationships, hire skilled talent and manage workloads appropriately Reporting Support and Training - Serve as the primary point of contact for reporting and analytics users; triage incoming requests, validate intake, enforce SLAs, and ensure requests are routed appropriately. - Act as first responder for analytics incidents (access, data, report failures); assess scope and business impact, coordinate immediate remediation with technical teams, communicate timely status to stakeholders, and lead post-incident reviews and follow-up actions. - Provide dedicated regional support and escalation coverage; manage regional escalation paths and response expectations. - Test reported bugs, validate enhancements, and perform QA on new or changed reports pre- and post-release to confirm accuracy. - Serve as the subject-matter expert for Epic reports: understand available reports and outputs, consult with stakeholders on Epic’s role in the broader reporting ecosystem, triage and prioritize ad‑hoc requests, and configure Epic reports to meet requirements. - Create and maintain clear, authoritative documentation explaining report logic, UX, data sources, calculations, and use cases to ensure consistent interpretation and consumption. - Maintain accurate records of use cases, escalation scenarios, and decision logs to enable continuity of service and inform prioritization. - Produce and preserve procedures, SOPs, release notes, roadmaps and quick-reference materials to support onboarding and operational consistency. - Design and deliver regional orientation and role-based training programs (workshops, demos, office hours); track regional completion and proficiency; tailor materials by region and role; and iterate content based on feedback. Process Improvement and Quality Assurance - Apply process‑improvement best practices and data governance principles to identify root causes, prioritize opportunities, and implement solutions that increase efficiency, quality and consistency. - Design and implement controls, QA processes and KPIs to monitor end‑to‑end reporting performance and sustain improvements. - Identify systemic problems (data, platform, design) and escalate with reproducible steps and recommended next actions. - Serve as a liaison between business users and technical teams (internal and COE); translate business needs into system requirements, validate technical solutions, and ensure implementation partners have needed context. - Recommend how system enhancements and new features can improve business outcomes; act as point of contact for escalated system issues and coordinate timely resolution. - Monitor incident trends and adoption metrics; capture recurring user pain points and perform root cause analysis to prioritize improvements. - Translate user feedback and observed trends into prioritized insights; collaborate with Data Insights & Reporting COE, product, and tech teams to implement fixes and document updates. - Participate in governance meetings to gather regional feedback, confirm stakeholder alignment, prioritize change requests, and define change management steps to ensure consistent workflows and reporting standards. Our future colleague. We’d love to meet you if your professional track record includes these skills: - Minimum 8 years of professional experience in client facing operations, professional services in insurance/brokerage, including at least 5 years in process design, operations, or business analysis supporting multi regional teams. - Reporting and Analytics Tools: Experience with reporting and analytics tools, including data analysis and testing, requirements gathering, and generating actionable insights to support business decision-making. - Process and Training: Proven ability to design and document scalable business processes and workflows, produce SOPs, deliver role based training and provide user support - Technical and Analytical Literacy: Able to explain technical requirements to non technical users and assess system impacts when designing process changes. - Stakeholder Engagement and Influence: Demonstrated success influencing cross functional and regional stakeholders without formal authority, communicating consistent updates, and collaborating to align priorities and achieve shared goals. - Change Management and Adoption: Applies change management principles to drive adoption, engage regional representatives, and manage people/process/technology impacts. - Problem Solving and Strategic Mindset: Strategic thinker with a pragmatic, scalable approach to problem solving; challenges the status quo and identifies opportunities to improve efficiency, quality, and competitive advantage through digital enablement. - Communication and Personal Traits: Excellent written and verbal communication, detail oriented, highly organized, customer focused, resilient under pressure, and committed to delivering sustainable results while demonstrating organizational values (integrity, collaboration, passion, innovation, accountability). Your Physical Demands & Work Environment requires: - Occasional travel may be required. Travel may consist of off-site venues, occasional overnight stays, and visits to other operating companies. - Work occurs during regular day hours as well as occasional extended hours and schedule flexibility necessary to complete tasks to meet needs. - Flexible location within reasonable proximity to an MMA office We know there are excellent candidates who might not check all of these boxes. Don’t be shy. If you’re close, we’d be very interested in meeting you. Valuable benefits. We value and respect the impact our colleagues make every day both inside and outside our organization. We’ve built a culture that promotes colleague well-being through robust benefit programs and resources, encourages professional and personal development, and celebrates opportunities to pursue the projects and causes that give colleagues fulfilment outside of work. Some benefits included in this role are: - Generous time off, including personal and volunteering - Tuition reimbursement and professional development opportunities - Remote work - Charitable contribution match programs - Stock purchase opportunities To learn more about a career at MMA, check us out our website or flip through recruiting brochure. Follow us on social media to meet our colleagues and see what makes us tick: - Instagram - Facebook - X - LinkedIn Who you are is who we are. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. We are always seeking those with ethics, talent, and ambition who are interested in joining our client-focused teams. Marsh McLennan and its affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers. The applicable base salary range for this role is $74,600 to $139,100. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives. We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs. Applications will be accepted until: April 30, 2026

Our not-so-secret sauce. Award-winning, inclusive, Top Workplace culture doesn’t happen overnight. It’s a result of hard work by extraordinary people. The industry’s brightest talent drive our efforts to deliver purposeful work and meaningful impact every day. Learn more about what makes us different and how you can make your mark as our Business Process Analyst, Reporting, at MMA. Marsh McLennan Agency (MMA) provides business insurance, employee health & benefits, retirement, and private client insurance solutions to organizations and individuals seeking limitless possibilities. With offices across North America, we combine the personalized service model of a local consultant with the global resources of the world’s leading professional services firm, Marsh (NYSE: MRSH). A day in the life. The Business Process Analyst, Reporting, executes day-to-day reporting operations to deliver accurate, timely, and actionable information to business stakeholders. Working closely with the Business Process team, the Data Insights & Reporting Center of Excellence (COE), and regional and national partners, this role supports, troubleshoots, and validates reports, performs quality assurance, and produces and maintains documentation to ensure consistent interpretation and strong user adoption. The Business Process Analyst, Reporting manages reporting intake and triage, participates in agile delivery activities, and applies change-management and data-governance principles to drive continuous improvement in reporting quality, operational efficiency, and stakeholder satisfaction. Program and Change Management - Monitor reporting intake channels; apply triage and prioritization rules to ensure requests are logged, contextualized, and routed into the backlog or operational queue. - Participate in backlog refinement, sprint planning, acceptance testing and release preparation. - Manage in‑flight work for active reporting requests and enhancements; track progress, coordinate dependencies, identify and escalate blockers, and ensure timely handoffs to delivery teams. - Coordinate across teams during sprints/releases to ensure deployment readiness and post‑release stabilization; maintain transparent communication to stakeholders. - Apply change‑management principles in all stakeholder interactions to foster adoption and cross‑departmental alignment. Reporting Support and Training - Provide 1st level support to colleagues by gathering missing context, provide immediate user coaching when appropriate, and attempt simple, documented fixes or workarounds. - Perform 2nd-level troubleshooting: reproduce reported issues in non-production environments and inspect report logic and extracts to isolate the likely root cause for issues. - Assess data integrity and quality: reconcile source records against reporting outputs. - Differentiate training/user-error from technical defects: evaluate user steps, identify knowledge gaps, deliver concise coaching or quick guides when suitable, and escalate reproducible technical defects into bug tickets with step-by-step evidence. - Communicate frequently and transparently with stakeholders: provide timely incident status updates, expected next steps, estimated timelines, and closure confirmation; document incident resolution details. - Assist technical teams with incident resolution: including reproduction steps, sample records, screenshots, sample data results, expected vs actual outputs, and any supporting documentation. - Reproduce reported bugs, validate fixes, and close tickets when verification criteria are satisfied. - Test reported bugs, validate enhancements, and perform Quality Assurance testing on new or changed reports pre- and post-release to confirm accuracy. - Serve as the subject-matter expert for Epic reports: understand available reports and outputs, consult with stakeholders on Epic’s role in the broader reporting ecosystem, triage and prioritize ad‑hoc requests, and configure Epic reports to meet requirements. - Create and maintain clear, authoritative documentation, including quick-reference materials explaining report logic, UX, data sources, calculations, and use cases to ensure consistent interpretation and consumption. - Produce and preserve procedures, SOPs, release notes, roadmaps and quick-reference materials to support onboarding and operational consistency. - Participate in regional orientation and role-based training programs (workshops, demos, etc.) Process Improvement and Quality Assurance - Apply process‑improvement best practices and data governance principles to identify root causes, prioritize opportunities, and implement solutions that increase efficiency, quality and consistency. - Execute established controls, QA processes and KPIs to monitor end‑to‑end reporting performance and sustain improvements. - Identify systemic problems (data, platform, design) and escalate with reproducible steps and recommended next actions. - Serve as a liaison between business users and technical teams (internal and COE); translate business needs into system requirements, validate technical solutions, and ensure implementation partners have needed context. - Recommend how system enhancements and new features can improve business outcomes; act as point of contact for escalated system issues and coordinate timely resolution. - Monitor incident trends and adoption metrics; capture recurring user pain points and perform root cause analysis to prioritize improvements. - Translate user feedback and observed trends into prioritized insights; collaborate with Data Insights & Reporting COE, product, and tech teams to implement fixes and document updates. - Participate in governance meetings to gather regional feedback, confirm stakeholder alignment, help prioritize change requests, and implement change management steps to ensure consistent workflows and reporting standards. Our future colleague. We’d love to meet you if your professional track record includes these skills: - 3–5 years direct experience with Applied Epic data, workflows, and reporting. - Hands-on experience providing 1st/2nd-level support for enterprise reporting, analytics operations, or systems that produce business reports. - Practical understanding of data quality concepts (completeness, accuracy, timeliness) and basic data governance/privacy controls. - Able to explain technical requirements to non‑technical users and assess system impacts when designing process changes. - Strong customer-service mindset: timely communication, empathy, and clear expectations. - Excellent written and verbal communication, detail oriented, highly organized, customer focused, resilient under pressure, and committed to delivering sustainable results while demonstrating organizational values (integrity, collaboration, passion, innovation, accountability). - Familiar with change‑management principles to drive adoption and manage people/process/technology impacts. Your Physical Demands & Work Environment: - Occasional travel may be required. Travel may consist of off-site venues, occasional overnight stays, and visits to other operating companies. - Work occurs during regular day hours as well as occasional extended hours and schedule flexibility necessary to complete tasks to meet needs. - Flexible location within reasonable proximity to an MMA office We know there are excellent candidates who might not check all of these boxes. Don’t be shy. If you’re close, we’d be very interested in meeting you. Valuable benefits. We value and respect the impact our colleagues make every day both inside and outside our organization. We’ve built a culture that promotes colleague well-being through robust benefit programs and resources, encourages professional and personal development, and celebrates opportunities to pursue the projects and causes that give colleagues fulfilment outside of work. Some benefits included in this role are: - Generous time off, including personal and volunteering - Tuition reimbursement and professional development opportunities - Remote work - Charitable contribution match programs - Stock purchase opportunities To learn more about a career at MMA, check us out our website or flip through recruiting brochure. Follow us on social media to meet our colleagues and see what makes us tick: - Instagram - Facebook - X - LinkedIn Who you are is who we are. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. We are always seeking those with ethics, talent, and ambition who are interested in joining our client-focused teams. Marsh McLennan and its affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers. The applicable base salary range for this role is $74,600 to $139,100. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives. We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs. Applications will be accepted until: April 30, 2026