• Monitor progress notes to ensure updates are entered at required 14-day intervals; generate exception reports for the supervisor to address non-compliance • Track and obtain status updates • Submit and manage reopen requests; assign cases appropriately once returned to holding • Review and process requests to return nonproductive audits after verifying all required contact attempts have been made • Ensure carrier-specific scheduling procedures are followed on each case • Fulfill requests to send audit records to carriers in a timely manner • Maintain an active audit inventory of approximately 100 cases • Meet weekly productivity expectations, including billing a minimum of 15 hours

• Serve as the Tier 1 customer support Point of Contact for all CBP employees and contractors, operating in a 24x7x365 environment. • Respond to incoming incidents, service requests, and inquiries via internal 800 number, live agent chat, self-service tickets, and email. • Accurately log and document all incidents and service requests in ServiceNow, including troubleshooting steps and resolution details required for next-level support. • Perform initial investigation, triage, troubleshooting, resolution, and escalation for issues related to: - CBP web-based and client-based applications - Email and messaging systems - Mobile devices - Hardware (printers, desktops, laptops, peripherals) - Network connectivity - Workstation login and PIV card issues - Remote access, VPN, and DHS Workplace connectivity • Perform password resets, account unlocks, and initial request intake in compliance with security policies. • Provide first-call resolution using established troubleshooting techniques and approved knowledge articles. • Escalate incidents to Tier 2 or Tier 3 support teams, including internal CBP groups and third-party vendors, using ticket transfer and warm-call transfer methods. • Monitor ticket status and proactively communicate updates and resolution progress to customers. • Identify and escalate potential major incidents affecting multiple users. • Participate in major incident bridge calls and communicate customer impact as required. • Handle sensitive or VIP customer contacts with timely, accurate escalation and follow-up. • Verify ACE Portal accessibility following scheduled maintenance or outage events.

Role Description Dayforce is seeking a Senior IT Project Manager to join our Shared Services Technology team and lead business-critical initiatives across the data organization. This role partners closely with IT Operations, business stakeholders, technology teams, and senior leaders to translate priorities into actionable plans and deliver strategic initiatives. The ideal candidate is an experienced project manager who operates with urgency, works autonomously, drives accountability, and leads complex, cross-functional initiatives from initiation through completion. This position requires strong technical knowledge, sound judgment, attention to detail, executive-level communication skills, and the ability to manage multiple workstreams in a fast-paced enterprise environment. Please note: This role supports Government of Canada and U.S. Government projects. Candidates must be eligible to meet applicable government security requirements. For U.S. candidates, this includes U.S. citizenship, permanent residency, Green Card status, or naturalized citizenship, and the ability to obtain U.S. security clearance. For Canadian candidates, the ability to obtain (or currently hold) Canadian Protected B security clearance and a minimum of five years of residency in Canada are required. Qualifications - Bachelor's degree required; degree in Project Management, Computer Science, Information Technology, or a related field preferred. - 8+ years of project management experience. - 5+ years of experience managing vendor-driven projects. - 5+ years of experience applying Agile and Waterfall methodologies, including frameworks such as SAFe or Scrum. - Experience building and managing relationships across large enterprise organizations while influencing stakeholders at all levels. - Advanced proficiency with Microsoft PowerPoint, Excel, and Word. - Strong executive communication, presentation, and public speaking skills. - Ability to clearly communicate project status, risks, issues, decisions, and roadblocks. - Strong analytical, critical thinking, and problem-solving abilities. - Ability to manage multiple priorities in fast-paced, evolving environments. - Proactive mindset with strong ownership, sound judgment, and a process-driven approach. - Excellent organizational skills and attention to detail. - Working knowledge of IT infrastructure, application integration, systems automation, and IT operations. Requirements - Lead large, business-critical technology projects from initiation through completion. - Own project scope, plans, schedules, milestones, resources, risks, issues, dependencies, communications, financial tracking, and project outcomes. - Serve as the primary project leader, aligning cross-functional teams around objectives, deliverables, ownership, and success measures. - Drive project governance, including project charters, kickoff meetings, status reporting, time reporting, financial tracking, and stakeholder communications. - Communicate project progress, risks, issues, blockers, decisions, and required actions clearly to business, IT, executive stakeholders, and project sponsors. - Manage changing priorities, resource constraints, stakeholder requests, and ambiguity through structured planning and transparent communication. - Escalate risks, issues, and key decisions with recommended options and clear next steps. - Apply PMBOK principles, governance standards, and established project management methodologies. - Partner with the IT Service Effectiveness team to support organizational readiness, change management, solution delivery, and go-live activities. - Facilitate migration and cutover planning, including sequencing, ownership, dependencies, validation, and rollback planning. - Lead productive meetings, document outcomes, and ensure follow-up actions are completed. - Identify dependencies, risks, blockers, and opportunities across related programs to improve delivery efficiency. - Proactively resolve issues, remove obstacles, and ensure successful project delivery. - Coach, mentor, and influence project team members, contractors, and stakeholders to drive accountability and successful execution. - Identify opportunities to improve project delivery practices, processes, tools, and governance. Benefits - Medical, dental, vision, and life insurance. - 401k plan (plus match). - Global Employee Stock Purchase Plan. - Unlimited Time Away From Work (in lieu of accrued vacation time). - 10 paid US holidays. - Up to 80 hours of paid sick time. - 17 weeks of paid parental leave, subject to the terms of the applicable policy or program. - Opportunities for community impact, including volunteer days and charity initiatives.

Role Description Dayforce is seeking a Senior IT Project Manager to join our Shared Services Technology team and lead business-critical initiatives across the data organization. This role partners closely with IT Operations, business stakeholders, technology teams, and senior leaders to translate priorities into actionable plans and deliver strategic initiatives. The ideal candidate is an experienced project manager who operates with urgency, works autonomously, drives accountability, and leads complex, cross-functional initiatives from initiation through completion. This position requires strong technical knowledge, sound judgment, attention to detail, executive-level communication skills, and the ability to manage multiple workstreams in a fast-paced enterprise environment. Please note: This role supports Government of Canada and U.S. Government projects. Candidates must be eligible to meet applicable government security requirements. For U.S. candidates, this includes U.S. citizenship, permanent residency, Green Card status, or naturalized citizenship, and the ability to obtain U.S. security clearance. For Canadian candidates, the ability to obtain (or currently hold) Canadian Protected B security clearance and a minimum of five years of residency in Canada are required. What You’ll Get to Do - Lead large, business-critical technology projects from initiation through completion. - Own project scope, plans, schedules, milestones, resources, risks, issues, dependencies, communications, financial tracking, and project outcomes. - Serve as the primary project leader, aligning cross-functional teams around objectives, deliverables, ownership, and success measures. - Drive project governance, including project charters, kickoff meetings, status reporting, time reporting, financial tracking, and stakeholder communications. - Communicate project progress, risks, issues, blockers, decisions, and required actions clearly to business, IT, executive stakeholders, and project sponsors. - Manage changing priorities, resource constraints, stakeholder requests, and ambiguity through structured planning and transparent communication. - Escalate risks, issues, and key decisions with recommended options and clear next steps. - Apply PMBOK principles, governance standards, and established project management methodologies. - Partner with the IT Service Effectiveness team to support organizational readiness, change management, solution delivery, and go-live activities. - Facilitate migration and cutover planning, including sequencing, ownership, dependencies, validation, and rollback planning. - Lead productive meetings, document outcomes, and ensure follow-up actions are completed. - Identify dependencies, risks, blockers, and opportunities across related programs to improve delivery efficiency. - Proactively resolve issues, remove obstacles, and ensure successful project delivery. - Coach, mentor, and influence project team members, contractors, and stakeholders to drive accountability and successful execution. - Identify opportunities to improve project delivery practices, processes, tools, and governance. Qualifications - Bachelor's degree required; degree in Project Management, Computer Science, Information Technology, or a related field preferred. - 8+ years of project management experience. - 5+ years of experience managing vendor-driven projects. - 5+ years of experience applying Agile and Waterfall methodologies, including frameworks such as SAFe or Scrum. - Experience building and managing relationships across large enterprise organizations while influencing stakeholders at all levels. - Advanced proficiency with Microsoft PowerPoint, Excel, and Word. - Strong executive communication, presentation, and public speaking skills. - Ability to clearly communicate project status, risks, issues, decisions, and roadblocks. - Strong analytical, critical thinking, and problem-solving abilities. - Ability to manage multiple priorities in fast-paced, evolving environments. - Proactive mindset with strong ownership, sound judgment, and a process-driven approach. - Excellent organizational skills and attention to detail. - Working knowledge of IT infrastructure, application integration, systems automation, and IT operations. What Would Make You Stand Out - PMP certification. - Experience using Microsoft Teams, SharePoint, Smartsheet, Jira, and Confluence. - Experience supporting IT infrastructure, application integration, systems automation, or IT operations initiatives. - Experience leveraging AI-enabled tools, custom GPTs, or AI agents to improve project management processes. Benefits - Medical, dental, vision, and life insurance. - 401k plan (plus match) and a Global Employee Stock Purchase Plan. - Unlimited Time Away From Work (in lieu of accrued vacation time). - 10 paid US holidays. - Up to 80 hours of paid sick time. - 17 weeks of paid parental leave, subject to the terms of the applicable policy or program. About the Salary Ranges Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, budget, and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization. Fraudulent Recruiting Beware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud Dayforce actively monitors all job applications to ensure authenticity. Submissions determined to be fraudulent or misleading will be declined from the recruitment process.