Title : Technical Business Analyst Location: Sydney Australia Job Description: (CIAM) Initial 6 Months Contract with view to extend Competitive Day Rates Sydney based, 2 days on-site / 3 days WFH (hybrid flexibility) We are seeking a Technical Business Analyst (CIAM) to work across the Identity and Consent domain, gathering and translating both technical and functional requirements into business and customer outcomes while collaborating with cross-functional teams to deliver secure, scalable solutions. The role involves supporting and enhancing identity, authentication (including MFA), and consent capabilities, with a focus on CIAM, cybersecurity practices, and platforms such as Okta or similar technologies. Key Responsibilities: - Gather and translate both technical and functional requirements into clear business and customer outcomes within the Identity and Consent domain. - Collaborate with cross-functional teams including Product, Architecture, Development, and QA to deliver high-quality solutions. - Support the enhancement of authentication and security capabilities, including ongoing improvements to multi-factor authentication and platform upgrades. - Deliver and integrate identity and consent services, including customer preference management and consent-related features across digital platforms. Required Skills: - 5-7+ years' experience as a Technical Business Analyst, with both technical and functional expertise - Solid Customer Identity and Access Management (CIAM) or similar experience - Experience with Okta IAM or similar identity and access management technologies is preferred - Cyber Security exposure - Strong communication skills with the ability to engage both technical teams and business stakeholders - Experience in insurance, financial services, or a related industry is a plus

• Research, evaluate, and recommend the implementation of new technologies and applications to improve existing systems • Manage and prioritize projects • Assist in designing and developing systems to attain maximum efficiencies and minimize costs • Complete testing and provide technical support and training • Develop, plan, direct and implement technology projects • Analyze application issues and recommend solutions/system changes • Prepare detailed written documentation of recommendations • Develop project plans, provide direction to coordinate project activities to meet project goals • Complete configuration changes, test, deploy and support process, workflow and application changes • Determine software needs to meet business objectives • Monitor and evaluate emerging technologies and recommend appropriate technologies to company management • Develop and maintain knowledge of company business operations • Create and maintain procedural documentation • Test and debug title and escrow business applications • Perform daily systems monitoring and maintenance • Provide end user support for assigned applications • Help train end users on application use

Role Description The Service Quality Analyst is responsible for developing and implementing initiatives and programs that drive process improvement and ensure customer and stakeholder satisfaction. This position will work closely with other departments to identify opportunities for improvement and lead projects to achieve measurable results. - Analyzes process performance data and customer/client feedback to identify areas for improvement. - Develops and implements programs and initiatives to improve process efficiency, customer and stakeholder satisfaction. - Collaborates with other departments to identify root causes of quality issues and develop solutions to address them. - Facilitates process improvement projects with project teams to achieve goals and timelines. - Develops and partners with the Training team to deliver training programs to support quality improvement initiatives and ensure consistent application of quality standards. - Develops and maintains quality metrics and reporting to track progress and drive accountability. - Reviews current processes within the organization, identifies areas for improvement, and provides recommendations. - Participates in calibration sessions with the Service Delivery team and other stakeholders or clients to ensure consistency and accuracy in scoring. - Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules. - Collaborates with other departments as needed to resolve issues. - Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times. - Adheres to company policies and procedures. - Meets or exceeds performance targets for related KPIs. Qualifications - Must be 18 years of age or older. - Strong communication skills, both verbal and written. - Knowledge of quality management systems and tools. - Knowledge of project management. - Proficient in using computers and various software applications. - 1-2 years of experience in quality process improvement, quality assurance, or equivalent, preferably in the call center environment. Requirements - Knowledgeable on COPC framework (preferred qualification). Benefits - Full-time employees. - Competitive compensation. - Adherence to government-mandated benefits. - Retirement Savings Program with Company Matching. - Life Insurance. - HMO on day 1. - Paid time off, birthday leave. - Opportunities for skills training and personal and professional development. - Employee Referral Program. - Beautiful office space (for onsite employees). - Free lunch provided daily (for onsite employees).

Title: Program Business Analyst (Maine, Massachusetts, Vermont REMOTE) Location: Maine, Massachusetts, Vermont REMOTE Full-time Job Description: PROGRAM BUSINESS ANALYST You are required to live in Maine, Massachusetts or Vermont to be considered for this role. Provides analytical and documentation support for complex state or federally funded health initiatives. Supports program implementation by assisting with grant administration, procurement and deliverable tracking, reporting workflows, and compliance documentation under the direction of senior staff. Maintains structured trackers for milestones, deliverables, reporting deadlines, and partner/subrecipient documentation. Supports data extraction, cleaning, and validation activities to inform program reporting and performance monitoring. Assists with reconciliation of basic financial and performance information and preparation of supporting materials for recurring reports and deliverables. Contributes to organized, audit-ready documentation practices within compliance-driven environments and supports cross-functional workstreams requiring strong attention to detail and structured execution. Basic Qualifications: - High school diploma or GED required. Associate's or Bachelor's degree in public health, public administration, business administration, health policy, data analytics, economics, or related field preferred. - Minimum 1 year of experience supporting administrative, analytical, or program coordination functions, preferably within public-sector, healthcare, or grant-funded environments. - Experience working with structured trackers, documentation systems, and/or reporting workflows preferred. - Comfortable working with data in Excel and maintaining organized documentation; strong attention to detail and ability to follow defined processes. Working at ICF ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future. We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy. We will consider for employment qualified applicants with arrest and conviction records. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. Candidate AI Usage Policy At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process. However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed. Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position based on full-time employment is: $61,232.00 - $104,094.00 Nationwide Remote Office (US99)