Citizant

Business Analyst

• Improve IT Service Delivery
• Analyze current IT service management processes and identify opportunities to improve efficiency, consistency, and performance.
• Identify bottlenecks, redundancies, and opportunities for automation within existing workflows.
• Develop recommendations that align with ITSM and industry best practices.
• Document and Design Processes
• Create clear documentation and visual representations of technical workflows.
• Support ServiceNow Process Improvements
• Partner with stakeholders and technical teams to gather requirements for enterprise project and service management processes within ServiceNow.
• Communicate with Leadership
• Facilitate stakeholder discussions and workshops to gather requirements and validate process improvements.
• Develop executive-level briefings and stakeholder updates.
• Enable Adoption Through Training
• Develop training materials and user guidance to support new processes.
• Measure and Monitor Performance
• Establish metrics and performance indicators to measure the effectiveness of IT service delivery processes.

IT Business Analyst

Manager

• Lead Service Desk Operations
• Manage daily Service Desk operations, ensuring incidents and service requests are handled from intake through closure
• Establish and enforce best practices for ticket quality, categorization, prioritization, documentation, and resolution
• Ensure a consistent, customer-first experience with clear communication and strong follow-through
• Build a Tier Zero / Self-Service Experience
• Design and expand self-service capabilities, including a knowledge base, FAQs, step-by-step guides, and video tutorials
• Improve and maintain a searchable, easy-to-use, continuously updated knowledge repository
• Partner with internal stakeholders to enhance portals, virtual agents, and automation features to increase self-service adoption and reduce repeat issues
• Drive Automation and AI-Enabled Support
• Implement automation-first approaches to improve resolution speed and consistency
• Leverage AI-enabled capabilities such as proactive issue detection, intelligent routing, trend analysis, and automated troubleshooting to strengthen service outcomes
• Escalation Management and Performance Oversight
• Own the escalation process, ensuring high-impact issues are quickly routed, resolved, and communicated with appropriate visibility
• Track and analyze trends, recurring issues, and drivers of escalation to reduce future incidents
• Provide performance reports and dashboards that highlight service metrics, risk areas, and opportunities for improvement
• Lead or support recurring operational reviews/governance forums focused on service performance and continuous improvement
• Support Events and Executive Needs (as required)
• Coordinate or provide end-to-end IT and AV support for meetings and events, including setup, testing, and troubleshooting
• Ensure adequate staffing coverage and resource planning for high-priority needs

Senior Service Desk Manager

• Support overall program management activities, including planning, coordination, execution, monitoring, and reporting across multiple task areas.
• Maintain program schedules, milestones, and deliverables to ensure projects remain aligned with contract and organizational objectives.
• Track program risks, dependencies, and resource utilization, ensuring issues are proactively escalated and mitigated.
• Assist leadership with task order oversight, including progress monitoring and status reporting.
• Apply program management best practices and industry standards to ensure high-quality execution and delivery.
• Support governance forums such as portfolio reviews, architecture boards, and operational reviews by preparing decision-support materials and program dashboards.
• Track portfolio performance metrics to ensure alignment with organizational strategic outcomes.
• Maintain program artifacts, including risk registers, action trackers, and portfolio reports.
• Develop and maintain program dashboards and visualizations to track progress, operational performance, and key performance indicators.
• Apply data analytics techniques to evaluate operational performance and inform leadership decisions.
• Produce status reports, executive briefings, and program metrics to support leadership and stakeholders.
• Assist in tracking financial and operational performance against program objectives.
• Support digital product delivery teams by tracking feature delivery timelines, milestones, and performance metrics.
• Assist with portfolio oversight activities supporting enterprise data initiatives, ensuring alignment with strategic priorities.
• Monitor project artifacts, including roadmaps, sprint deliverables, and release milestones.
• Coordinate across technical teams, product owners, and leadership to ensure consistent communication and progress tracking.
• Identify opportunities to improve program management processes, reporting workflows, and operational efficiency.
• Maintain program documentation and ensure knowledge transfer and onboarding materials are current.
• Support the adoption of modern program management tools, dashboards, and collaboration platforms.

PMO – Management Analyst

Data Engineer

• The Cloud Data Architect serves as the senior technical authority responsible for defining, governing, and evolving enterprise architecture to support mission and business objectives
• Leads the development of architecture strategies, standards, and technical roadmaps
• Ensures alignment with enterprise architecture frameworks and federal best practices
• Provides architectural oversight across engineering, product development, infrastructure, data platforms, and digital services
• Develops and maintains enterprise architecture framework, reference architectures, and technology standards
• Establishes and leads architecture governance processes
• Maintains enterprise architecture artifacts
• Defines and maintains reference architectures for cloud environments, SaaS platforms, enterprise applications, and data services
• Guides engineering and development teams in designing integrated, scalable, and resilient solutions
• Develops and maintains multi-year technology roadmaps aligned with organizational goals

Cloud Data Architect

• Own Product Planning and Governance
• Drive strategic alignment and lifecycle planning, including business case support, risk management, role clarity, governance mechanisms, comprehensive project plans, and stakeholder commitment
• Maintain a prioritized product backlog and support delivery planning aligned to mission needs, user feedback, and performance outcomes
• Elicit and document functional and non-functional requirements, user personas, epics/user stories, and acceptance criteria
• Collaborate on wireframes/mockups and ensure accessibility requirements are incorporated (e.g., WCAG / Section 508)
• Partner with engineering teams to support development/configuration of applications, integrations, workflows, and APIs using approved technologies and secure coding/DevSecOps best practices
• Support production operations, including monitoring, incident/problem awareness, and minor enhancements

Product Owner – Business Analyst

Artificial Intelligence

• Lead the design and implementation of AI-enabled automation strategies to enhance enterprise technology services and operational efficiency.
• Identify opportunities to automate repetitive processes, service desk operations, and data workflows using AI and intelligent automation technologies.
• Implement automation-first approaches across enterprise platforms, leveraging machine learning, predictive analytics, and intelligent agents to improve service delivery.
• Establish best practices for responsible AI adoption, governance, and operational integration.
• Implement AI-powered service management capabilities, including virtual agents, automated troubleshooting tools, and predictive issue detection.
• Develop automation solutions that reduce service desk workload through self-service tools, chatbots, and intelligent routing of support requests.
• Use AI-driven analytics to identify service trends, root causes of incidents, and opportunities for operational improvement.
• Monitor performance metrics for automated service capabilities to improve response times, resolution rates, and user satisfaction.
• Design and implement automated workflows and integrations between enterprise platforms using APIs, event-driven automation, and orchestration tools.
• Develop automation pipelines that connect enterprise applications, cloud services, and collaboration platforms.
• Implement automation-as-code practices using CI/CD pipelines, workflow orchestration tools, and automation frameworks.
• Integrate AI capabilities into enterprise SaaS platforms to improve productivity, collaboration, and decision-making.
• Lead development of AI-powered analytics capabilities to extract insights from operational and enterprise data.
• Develop predictive models, statistical analysis tools, and machine learning workflows that support data-driven decision-making.
• Design and implement data pipelines and analytics platforms that support real-time and batch processing of enterprise data.
• Develop dashboards and visualization tools that allow leadership to monitor performance metrics, operational trends, and program outcomes.
• Enable predictive insights that support mission-critical decisions and improve operational performance.
• Establish frameworks for secure, scalable AI implementation across enterprise technology platforms.
• Ensure automation solutions align with enterprise architecture, cybersecurity requirements, and data governance policies.
• Implement monitoring tools to track AI system performance, model accuracy, and automation effectiveness.
• Develop governance policies for the responsible use of AI and automated decision-support tools.
• Work closely with engineering, cybersecurity, service operations, and data teams to integrate AI capabilities across the enterprise environment.
• Communicate complex AI concepts and automation strategies to technical and non-technical stakeholders.
• Provide training and guidance to teams on automation tools, AI platforms, and intelligent workflow solutions.
• Support cross-functional teams in identifying automation opportunities and implementing scalable solutions.

AI – Intelligent Automation Lead

Program Manager

• Provide efficient, outcome-driven task order administration and oversight using multidisciplinary program management, fiscal oversight, and technical leadership.
• Provide comprehensive program management, staffing, and coordination to support low-risk, high-quality execution aligned to contractual requirements and defined roles.
• Establish and maintain a task order-level view of progress, risks, dependencies, and resource utilization across teams and task areas.
• Apply ITIL-based service management and industry best practices across end-to-end services, integrating Risk Management Framework (RMF) practices and other relevant federal standards throughout the service lifecycle.
• Apply advanced analytics and visualization to support better decision-making, operational insight, and program outcomes.
• Support program management, portfolio management, operational oversight, FinOps, and performance reporting.
• Provide the IV&V provider timely access to documentation, environments (including test and pre-production), test data, repositories (where authorized), CI/CD pipelines, and relevant technical/design artifacts, as directed.
• Integrate IV&V activities into release and deployment plans (planning, scheduling, and participation in IV&V meetings/reviews when requested).
• Address IV&V findings by analyzing root causes, proposing remediation plans, and implementing corrective actions within agreed timeframes.

Senior Program Manager

Backend Engineer

• Develop, implement, and enforce data governance policies and standards to ensure data integrity, security, and compliance.
• Create governance mechanisms to prioritize and approve data-focused projects, including decision workflows, escalation paths, and oversight forums (e.g., Project Review Board).
• Build practical governance artifacts: project tracking, approval processes, a data project management framework, standardized templates, and documentation/version control practices.
• Deliver training and documentation on data management best practices, pipelines, orchestration tools, and platform integrations to improve stakeholder self-sufficiency and maintainability.
• Prioritize, manage, and deliver data projects through effective resource and risk management.
• Develop capacity-planning approaches and workflow mechanisms for requesting/allocating/reallocating resources.
• Define architecture principles and guidelines to support hybrid, on-prem, and multi-cloud environments; perform current-state assessment and gap analysis.
• Design modular, layered data architectures (e.g., data lakes/warehouses/marts) and build pipeline frameworks supporting both batch and real-time ingestion.
• Map data flows across systems/APIs/clouds to identify risks and inefficiencies; implement automated data classification by sensitivity/criticality/compliance requirements.
• Develop and implement data pipelines that integrate data from IT systems, applications, and devices; automate ingestion and processing workflows.
• Ensure seamless integration with key IT tools (e.g., CMDB, ticketing, monitoring, cloud platforms) and support secure, governed API/data-sharing environments.
• Implement robust encryption protocols and compliance processes across cloud/on-prem/hybrid environments, including policy-based access restrictions tied to data sensitivity and clearance requirements.
• Establish continuous auditing/monitoring for data usage, access violations, and compliance adherence; support compliance reporting and validation (e.g., FISMA, NIST, GDPR, HIPAA as applicable).

Technical Architect

• Maintain Accurate Inventory & Property Records
• Maintain and continuously update a comprehensive inventory of IT assets and personal property in approved systems of record (e.g., Sunflower / NBSC as applicable).
• Ensure strong inventory controls and asset safeguarding in line with federal/departmental guidance and internal control expectations.
• Partner with the Property Accountable Officer (PAO) & Strengthen Controls
• Work with the PAO to define and document inventory processes, controls, and audit reconciliation procedures consistent with governing property guidance and organizational business needs.
• Support a disciplined property management program focused on accurate records, asset control, protection of sensitive assets, and separation/transfer clearance processes where applicable.
• Tag, Label, and Standardize Asset Data
• Tag and label assets using approved identification methods (barcodes, physical tags, or electronic tags).
• Ensure asset records include required data elements (as applicable), such as decal/serial number, manufacturer/model, accountable user, property location, accountable supervisor, cost/custodial coding (for manual additions), and deployment/maintenance information (warranty/lease terms).
• Standardize asset descriptions using the approved property catalog and apply classification attributes such as FSC/OCC, life expectancy, and sensitivity flags as required.
• Execute Physical Inventory Cycles & Reconciliation
• Conduct pre-inventory activities and physical inventory in accordance with governing property guidance.
• Support the established inventory cadence: Physical inventory January–September, with monthly metrics delivered to the PAO Annual reconciliation October 1–December 31 Reconcile overages, shortages, and discrepancies by December 31, providing weekly reporting to the PAO (e.g., shortage/overage, damaged/idle, double decal, survey items found, inventory items found, software license/installation reporting).
• Support Procurement, Coordination, and Distribution
• Support procurement by validating specifications, tracking orders, and ensuring accurate tagging and system entry for received assets.
• Coordinate with acquisitions, finance, and vendor management to ensure procurement compliance and property accountability.
• Facilitate controlled distribution supporting onboarding/offboarding, refresh cycles, off-cycle requests, and incident-driven replacements.

Asset Manager

Security Engineer

• Deliver practical, high-impact cybersecurity risk management services
• Manage System Security Assessment & Authorization (ATO) Documentation
• Develop, upload, and maintain system cybersecurity assessment documentation
• Track progress and completion of assessment activities
• Assess cybersecurity risk for new or changed IT capabilities
• Own Contingency Planning & Testing
• Drive POA&M and Governance Execution
• Coordinate with system teams on operational cybersecurity activities
• Respond to cybersecurity governance data calls as directed

Cybersecurity Risk Manager

QA Engineer

• Create and execute test cases and test scripts (manual and automated) to validate functionality, reliability, and usability.
• Perform smoke, regression, and integration testing across lower environments and support release validation.
• Support automation testing activities related to UiPath workflows, including validation of expected outputs, exception handling, and repeatability.
• Document test execution results, defects, and test evidence; follow issues through resolution with development teams.
• Log, track, and manage defects and testing work items in Jira (including status updates, workflows, and traceability to stories/acceptance criteria).
• Participate in Agile ceremonies (sprint planning, reviews, retrospectives) and assist with refining acceptance criteria and test readiness.
• Coordinate with developers, product owners, and stakeholders to clarify requirements and ensure quality standards are met.