Role Description ITility is seeking an experienced Business Analyst – Cloud Applications to support a mission-critical enterprise modernization contract with the Department of Defense (DoD). This role supports mission-critical, AWS-hosted enterprise applications that enable the secure processing of recruit candidates entering the U.S. Armed Forces. This is a remote position with occasional travel (10%) to government installations. The Business Analyst operates within an Agile DevSecOps environment, serving as the primary liaison between Government stakeholders and cloud-based development teams. This position translates operational needs into structured, technically implementable requirements that align with mission objectives, compliance mandates, and system scalability. This role supports multiple related MITES workstreams, including coordination with the Dev Force team, and requires the ability to balance priorities across parallel Agile delivery efforts. Key Responsibilities - Requirements Elicitation & Functional Analysis - Lead structured requirements elicitation sessions with Government stakeholders, subject matter experts, and end users. - Translate business and operational needs into clear functional and non-functional requirements. - Decompose high-level capabilities into epics, user stories, and acceptance criteria within Jira. - Ensure traceability from mission need through implementation and validation. - Backlog Governance & Agile Delivery - Manage and prioritize requirements backlogs in collaboration with Product Owners and Scrum Masters. - Ensure user stories are development-ready, properly estimated, and sequenced for sprint planning. - Maintain traceability across epics, stories, subtasks, and test artifacts. - Participate actively in sprint planning, backlog refinement, demonstrations, and release cycles. - Serve as the primary point of contact for requirements clarification during development. - Cloud & Technical Collaboration - Collaborate with development teams supporting modern cloud-native applications utilizing technologies such as Ruby on Rails, Python, Typescript, React, PostgreSQL, and GraphQL. - Support design discussions by providing functional context for data models, database structures, and API interfaces. - Engage with cloud infrastructure teams to understand monitoring, logging, and integration patterns that inform system requirements. - Ensure requirements are technically feasible within AWS-hosted environments. - Security & Compliance Integration - Incorporate security, compliance, and role-based access control considerations into functional requirements. - Support collaboration with cybersecurity teams to ensure alignment with DoD security standards and system authorization requirements. - Identify risks, dependencies, and potential system impacts early in the requirements lifecycle. - Testing, Validation & Stakeholder Support - Ensure acceptance criteria and test scenarios are sufficient for QA and QAT execution. - Coordinate with stakeholders during User Acceptance Testing to validate functional outcomes. - Disposition defects and change requests through structured backlog management. - Develop technical documentation, training materials, and executive-level briefings. - Continuous Improvement - Evaluate and recommend enhancements to requirements management processes, tools, and templates. - Promote transparent communication and collaboration across development, security, operations, and program management teams. Qualifications - U.S. Citizenship required; active DoD Secret clearance preferred. - Minimum of eight (8) years of progressive experience in business analysis, functional analysis, or requirements engineering supporting federal IT systems. - Demonstrated experience supporting Agile development environments. - Experience supporting modern cloud-hosted application environments. - Proficiency in Jira or similar Agile lifecycle management tools. - Demonstrated ability to develop workflow diagrams, data flow diagrams, and requirements traceability artifacts. - Strong analytical and systems-thinking skills. - Excellent written and verbal communication skills, including experience briefing senior leadership. - Bachelor’s degree in Computer Science, Information Systems, Business, or related field (or equivalent professional experience). Preferred Qualifications - Experience supporting DoD or federal acquisition programs. - Experience supporting AWS-hosted or GovCloud-based applications. - Familiar with DevSecOps delivery models. - Experience collaborating with application teams using technologies such as Ruby on Rails, Python, Typescript, React, PostgreSQL, and GraphQL. - Experience incorporating role-based access controls and entitlement modeling into requirements. - Agile certification (CSM, SAFe, or equivalent). Work Environment and Physical Requirements - Primarily remote position requiring consistent professional virtual presence. - Participation in video-enabled collaboration sessions is expected. - Occasional travel (up to 10%) to government installations may be required. - Must comply with applicable security and access requirements when traveling. - Work is typically performed in an office setting. - Prolonged periods of sitting at a desk and working on a computer. - Must have the ability to lift 15-25 pounds. Benefits ITility is a Service-Disabled Veteran-Owned Small Business dedicated to delivering secure, innovative technology solutions that protect and defend our nation. We empower our teams to think beyond perceived limits and deliver mission-focused solutions that matter. Your work will directly contribute to enterprise modernization efforts supporting national defense readiness.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This opportunity is ideal for individuals who value people-first leadership, take pride in developing others, and want to make a meaningful impact while building a long-term career in a supportive, growth-oriented environment. - Help guide client service professionals - Support day-to-day operations - Foster a collaborative environment focused on excellence, accountability, and continuous improvement Qualifications - A strong commitment to delivering exceptional client service - Excellent communication and interpersonal skills - The ability to lead, motivate, and inspire teams toward shared goals - A proactive approach to professional growth and leadership development - Comfort working in a dynamic, fast-paced environment Requirements - Work from home - Flexible schedule - Ongoing mentorship from experienced leaders - Union support and representation - Annual incentive trips for top-performing leaders - Insurance reimbursement program - Specialized leadership training Benefits - Deliver outstanding client service and leadership support from home - Create a schedule that supports productivity and work-life balance - Access to medical insurance reimbursement - Participate in advanced training designed to enhance leadership effectiveness

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role leads the operational engine behind the service floor, driving workforce management, quality assurance, and process optimization. You will manage frontline team leads and ensure efficient queue handling, call and ticket management, and coaching programs. By implementing rigorous forecasting, adherence standards, and performance benchmarks, you will help scale operations while maintaining high-quality service delivery. This position combines leadership, analytical insight, and system optimization to ensure operational excellence. You will work closely with cross-functional teams to leverage data, automate workflows, and implement metrics that directly impact customer satisfaction. The ideal candidate thrives in a fast-paced, remote environment and is motivated by building disciplined, high-performing teams that deliver measurable results. - Build and maintain accurate workforce forecasts, factoring seasonality, peak periods, and new product launches - Develop capacity models tied to SLAs, volume projections, and cost targets - Manage Service Team Leads, standardizing expectations for queue management, call monitoring, QA scoring, and coaching - Implement productivity and performance benchmarks while ensuring floor discipline and operational control - Own and evolve quality assurance processes, tying insights to training, workflow changes, and continuous improvement - Optimize CX systems, dashboards, routing logic, and automation to improve efficiency and visibility - Define, track, and report core service KPIs to senior leadership, driving accountability and measurable improvement Qualifications - 7+ years of experience in workforce management, service operations, or contact center leadership - Proven experience in forecasting, capacity planning, QA management, and floor operations at scale - Demonstrated ability to manage frontline leaders in high-volume, fast-paced environments - Strong analytical skills and experience building operational dashboards and performance reporting - Familiarity with Zendesk, Twilio Flex, or similar service platforms preferred - Excellent communication, coaching, and organizational skills - Track record of process optimization and driving measurable operational improvements Benefits - Competitive salary: $100,000 – $110,000 USD annually - Remote-first flexibility with U.S. employees eligible in multiple states - Comprehensive medical, dental, and vision coverage, including mental health support and family-building benefits - Paid time off, holidays, and vacation accrual with increasing PTO over time - Company-paid life, short-term, and long-term disability insurance - 401(k) plan and long-term financial planning support - Wellness offerings including gym discounts and Employee Assistance Program - Performance-driven culture with referral rewards and recognition programs - Choice of Mac or PC and top-tier tech to support productivity

• Conduct call/interaction monitoring evaluations on Expert’s calls using current Quality program guidelines. • Review data and interactions to support the ongoing maintenance of AI-driven tools. • Conduct thorough and accurate audits of machine and expert performance to identify trends and needed enhancements. • Create appropriate documents that provide traceability for others to determine readiness, work-around processes, and modifications needed in toolsets. • Communicate and document any known issues or risks and escalate to leadership as appropriate. • Present results in a clear, concise, and compelling manner. • Maintain a customer-focused mindset to ensure our work meets the needs of our Experts, external customers, and the business. • Conduct an audit of the auditor evaluation, which rates the initial auditor’s adherence to the Quality program standards. • Evaluate a minimum number of interactions daily, based on set standards for interaction type. • Research escalated customer complaints and provide readouts to Operations or Client Services. • Adhere to Expert and customer privacy expectations. • Attend relevant new hire training classes to inform Experts of the Quality process. • Contribute to quality scorecard evaluations used in monthly, quarterly, and annual performance reviews. • Interface closely with Quality Manager and Quality Coach to champion required projects to successful completion. • Participate in weekly calibration sessions and relevant trainings to stay informed of any client changes. • Host listening sessions with Quality, Operations, or Client Services. • Provide readouts on Quality performance per Line of Business (LOB). • Support additional work efforts for other departments, including phone time, detractor callbacks, and special projects to understand the voice of the customer. • Perform other duties and special projects as assigned.