Role Description IronMountain Solutions is seeking a Business Systems Analyst. The Business Systems Analyst (BSA) supports the SEVP Response Center (SRC) Level II Application Services team by providing advanced technical, analytical, and operational expertise. This role serves as a liaison between business units, technical teams, vendors, and federal stakeholders to ensure timely resolution of SEVIS-related issues, improve workflows, and maintain critical contact center systems. Strong communication skills are required to translate technical information for non-technical audiences. - Administer Avaya/Calabrio access for Level II staff - Coordinate with stakeholders and vendors to document, set up, and test Desktop Screen‑Pop/Soft‑Phone applications and reporting systems. - Serve as liaison between business units to resolve routing issues and support upgrades. - Collaborate seamlessly with Level I BSAs, federal leads, telephony vendors and ICIO - Conduct daily testing and analysis of systems to assess performance. - Prepare, consolidate, analyze, and present recurring reports (daily, weekly, monthly, quarterly). - Recommend improvements to processes, procedures, and system workflows. - Maintain and upgrade support tools and telecom/contact center reports. - Provide decision makers with actionable system-related recommendations. - Design and develop reporting tools capturing key operational metrics. - Support resolution of day‑to‑day system and interface issues. - Monitor and analyze service‑level trends to identify opportunities for improvement. - Document and report all system changes, maintaining definitions and structures. - Lead analysis workstreams or small project efforts as assigned. - Perform additional duties as required. Qualifications - A minimum of seven (7) years of hands-on experience with the following technologies and competencies: - Contact Center operations software (Avaya, Genesys, NICE, Cisco). - Automatic Call Distributors (ACD). - Interactive Voice Response (IVR). - Knowledge base software. - Strong working knowledge of installing, configuring, monitoring, and troubleshooting routers, switches, firewalls, TCP/IP, IPX, EIGRP, BGP, VoIP, SIP Trunking, trunk ports, VLANs, access ports, VPNs, and cloud/standalone controllers. - Advanced troubleshooting and problem‑solving abilities. - Strong skills in analyzing complex problems, processes, and systems to propose solutions. - Ability to quickly learn new systems, technologies, and processes. - Strong oral and written communication skills. Requirements - Desired Experience - Experience with web, chat, email, social media, SMS/text, mobile, and fax contact center features. - Experience with business intelligence software, XML, XMLSpy, HTTP, SSL, and client certificates. - Experience in telecommunications architecture, system analysis, and networking. - Experience with scripting languages such as Python, Java, SQL. - Experience querying databases (SQL expertise preferred). - Experience with CRM, SharePoint, and Microsoft Office. - Experience with cloud platforms such as AWS, Azure, or Google Cloud. - Experience presenting complex information clearly to all organizational levels. Company Description - ITILv4 certification required within 30 calendar days of onboarding. - Bachelor's degree in a related technical discipline preferred but not required. - IronMountain Solutions is an Equal Opportunity Employer.

• Provide production support and triage for system issues impacting operations and call centers • Investigate, reproduce, and document system defects in lower environments • Create, prioritize, and track bugs in partnership with IT teams • Execute system testing and validations to ensure solutions meet business and operational needs • Run and analyze SQL queries to support troubleshooting and analysis • Gather, document, and translate complex business and system requirements • Participate in testing, quality assurance, and implementation activities for complex projects • Collaborate with cross-functional teams including IT, Operations, and Business partners • Support system enhancements that improve efficiency, compliance, and scalability

• Represent business within Agile delivery team; develop and retain strong positive relationships with business stakeholders; demonstrate deep expertise of aligned business domain, including knowledge of stakeholders, business and technology strategies; act as liaison with business stakeholders, planning, conducting and leading the analysis efforts for new system implementations as well as system upgrades and maintenance; may lead collaborative decomposition sessions to identify high level scope of work across business and IT areas. • Collaborate with business partners, IT partners and delivery teams on more complex business challenges to identify, refine and document business requirements in the form of epics, features and user stories with clear acceptance criteria or in the form of user cases, business requirements, functional requirements, UI specifications and business rules; consider inter-related solutions when identifying business requirements; understand process analysis and cost versus benefit analysis; and apply these skills routinely; follow industry standard methodologies and guidelines to write technical and support documentation; use wide range of techniques including interviews, document analysis, requirements workshops, business process analysis, use case, story mapping, and task and workflow analysis; develop and maintain knowledge of Premera IT systems within the aligned domain as well as supporting business and IT domains; research, inform and recommend opportunities to apply business and technology solutions to address business problems. • Demonstrates strong knowledge of data considerations for assigned domain and data extract and transport tools; create queries to troubleshoot, develop metrics, and create ad hoc reporting as needed; aggregate, track, analyze and generate reports; perform data analysis to assist in defining functional requirements; develop more complex data mapping and begin to independently create modeling, and data transformation rules. • May participate in multiple testing efforts through the SDLC; builds test scenarios and analyzes data from tests; work with software developer to write test scripts; use data extract tools to validate test results; may provide direction and support for UAT. • Provide input on backlog priorities and dependencies. • Identify and lead improvement opportunities through analysis and understanding of business domain and technology solutions; provide mentorship and direction to more junior analysts within the team; collaborate with delivery team to continuously improve both the team and the solution. • Perform other duties as assigned.

Role Description We are hiring on behalf of our client who is an innovative organization building the next generation of market infrastructure to redefine how value is discovered, priced, and distributed in real time. The successful candidate will design and build core systems from first principles. This is an opportunity to turn ambiguous problems into production-grade infrastructure, defining architecture and making critical tradeoffs in a fast-moving environment. The role involves working across the full stack of real-time distributed systems, including data ingestion, low-latency execution, and auction mechanisms. Key Responsibilities - System Architecture: Design and implement the core system architecture for a real-time, high-stakes distributed platform. - End-to-End Ownership: Own systems from initial concept and design through implementation and production deployment. - Technical Problem Solving: Translate ambiguous, high-level objectives into concrete, scalable technical solutions. - Performance Optimization: Identify and resolve performance bottlenecks, latency constraints, and complex system failures. - Technical Leadership: Drive technical direction across various components and services while establishing engineering best practices and code quality standards. - Collaboration: Work closely with product and business functions to ensure technical decisions align with intended economic outcomes. - Cultural Impact: Define engineering standards, influence future hiring, and set the cultural bar for the engineering organization. Qualifications - Systems Programming: Advanced proficiency in Rust and strong systems programming experience. - Distributed Systems: Extensive experience building or operating distributed systems with real-world constraints regarding latency, scale, and fault tolerance. - Architecture & Design: A proven ability to design complex systems from scratch, demonstrating a strong intuition for tradeoffs between performance, complexity, and reliability. - Autonomy: A track record of taking end-to-end ownership of products or systems in ambiguous environments with minimal structure. - Modern Workflows: Experience leveraging AI tools and agent-based workflows to accelerate the development lifecycle. Preferred Qualifications - Background in systems where both correctness and low latency are mission-critical. - Experience with blockchain consensus internals, validator client architecture, or low-level protocol development. - Familiarity with virtual machines or low-level execution environments. Benefits - Competitive Compensation: Competitive base salary commensurate with experience. - Equity: Significant equity stake as an early member of the engineering team. - High Impact: Opportunity to shape the foundational engineering culture and build systems that mediate real economic flows. Interview Process - Initial Interview: A discussion with the Founder/CEO to align on vision and role expectations. - Technical Assignment: A take-home assignment designed to evaluate practical problem-solving and architectural skills. - Technical Review: A deep-dive interview focused on the review of the take-home assignment and broader technical expertise. Due to the high volume of applications we anticipate, we regret that we are unable to provide individual feedback to all candidates. If you do not hear back from us within 4 weeks of your application, please assume that you have not been successful on this occasion. We genuinely appreciate your interest and wish you the best in your job search. Commitment to Equality and Accessibility At MLabs, we are committed to offer equal opportunities to all candidates. We ensure no discrimination, accessible job adverts, and providing information in accessible formats. Our goal is to foster a diverse, inclusive workplace with equal opportunities for all. If you need any reasonable adjustments during any part of the hiring process or you would like to see the job-advert in an accessible format please let us know at the earliest opportunity by emailing human-resources@mlabs.city. MLabs Ltd collects and processes the personal information you provide such as your contact details, work history, resume, and other relevant data for recruitment purposes only. This information is managed securely in accordance with MLabs Ltd’s Privacy Policy and Information Security Policy, and in compliance with applicable data protection laws. Your data may be shared only with clients and trusted partners where necessary for recruitment purposes. You may request the deletion of your data or withdraw your consent at any time by contacting legal@mlabs.city.