Emagine IT, Inc.

Business Analyst

• Capture, document, and manage business and operational requirements, translating business-process needs into clear technical requirements.
• Build and maintain ServiceNow metrics dashboards and produce KPI/SLA products that feed the COR's MSR and QER cadence.
• Prepare Monthly Status Report inputs and supporting analytics, including trend analysis and recommended improvements.
• Provide business-process and systems analysis, improvement, and implementation support across all service areas.
• Support change management, training, configuration management, strategic planning, and knowledge management activities.
• Assess operational and functional baselines and identify IT gaps or deficiencies affecting the ability to meet client objectives; recommend enhancements.
• Support documentation and artifact management (SOPs, knowledge articles, governance artifacts) in approved repositories.
• Coordinate with task-area leads to ensure metrics, requirements, and reporting are accurate, auditable, and aligned to Government requirements.

Project Manager

• Own the integrated project schedule and track cost and quality against the Work Breakdown Structure (WBS) across all seven task areas.
• Plan and manage special projects, surge initiatives, and modernization workstreams inside the standing ERB/CCB (Enterprise/Change Control Board) change-governance cadence.
• Maintain schedule, scope, and resource discipline, reporting status and variance at the biweekly PMO Sync and supporting the Program Management Plan (PMP) and communications artifacts.
• Analyze complex, cross-tower project problems and develop innovative solutions involving schedule, technology, methodology, tools, solution components, and financial management.
• Support governance meetings including the Daily Operations Stand-Up, Weekly Integrated Project Team (IPT) meeting, Monthly Service Review (MSR), and Quarterly Executive Review (QER).
• Maintain the Risk Register and Issue/Action Item Log, driving items from identification through documented closure and escalating to Government leadership as appropriate.
• Support long- and short-range planning for application selection, systems development, maintenance, and production support resources.
• Contribute to program-level reporting, including monthly status reports, burn-rate/funding tracking by LCAT, and change-activity summaries provided to the COR.

Technician

• Serve as the on-site senior technical presence, providing advanced troubleshooting and Tier III coordination for issues beyond standard Tier I/II scope.
• Deliver white-glove VIP and executive support, including conference-room A/V support, rapid response, discretion, and proactive follow-through, adhering to ServiceNow ticketing requirements.
• Provide escort and incident coordination as authorized and coordinate with facilities/security for on-site access and after-hours needs.
• Perform deskside support: break/fix, device setup, peripherals support, and hands-on troubleshooting that cannot be completed remotely; maintain local stock of standard peripherals and coordinate swap devices.
• Support LAN closet access coordination for basic connectivity troubleshooting in collaboration with Network Operations.
• Provide Microsoft 365 support (Outlook/Exchange Online, Teams, OneDrive, SharePoint), endpoint troubleshooting (Windows/iOS), and remote-access support.
• Perform account access, password reset, and MFA triage in coordination with IAM (Azure AD/Entra ID + Okta) and Zero Trust/Conditional Access procedures; validate user identity before account actions.
• Meet Service Desk SLAs with complete, accurate ServiceNow ticket documentation and user-confirmed closure.
• Support user onboarding/offboarding, Major Incident response, and knowledge-base article creation to drive first-contact resolution and shift-left.

Senior Service Desk Technician

Network Engineer

• Provide day-to-day engineering and operational support across a federal government client’s enterprise network
• Operate and maintain Cisco LAN/WAN infrastructure
• Support Palo Alto firewall, Zscaler (ZIA/ZPA), and Aruba wireless/ClearPass NAC operations
• Execute network changes through ServiceNow ERB/CCB change management
• Support installation, implementation, troubleshooting, and maintenance of client LANs and WANs
• Provide production support of the network: day-to-day operations, continuous monitoring, and second-level problem identification, diagnosis, and resolution
• Prepare and submit network change requests through ServiceNow in full ERB/CCB compliance
• Conduct impact analysis and risk assessment for routing, VLAN redesign, and firmware upgrades
• Enforce Zero Trust principles - identity-aware segmentation, no implicit trust by location, continuous monitoring
• Participate in Major Incident bridges for Priority 1 network outages; document root causes and corrective actions in ServiceNow to support prevention

Consultant

• Lead system security assessments within cloud-based environments in accordance with FedRAMP, FISMA, NIST SP 800-53, 800-37, OMB, and other authoritative IT security guidance
• Provide direction for scheduling, project sequencing, and resource management; assist with managing client expectations and performing project management
• Prepare, review, and/or update, and maintain IT Security supporting artifacts; provide IT security guidance to Information System Owners
• Identifying information security problems and challenges, researching and developing technical solutions to rectify them
• Execute, examine, interview, and test procedures in accordance with FedRAMP requirements and NIST SP 800-53A
• Ensure cyber security policies are adhered to and that required controls are implemented
• Validate information system security documentation to ensure FedRAMP and NIST control requirements are met
• Author recommendations based on findings to improve security postures compliant with FedRAMP and NIST controls
• Assist in the review and analysis of Security Authorization Packages for completeness and compliance with FedRAMP and NIST requirements.
• Participate in client interviews to complete Security Assessments.
• Ensure existing systems Security Authorization Packages remain up to date throughout the life cycle.
• Build a customer-focused relationship with client(s).
• Collaborate across multiple internal teams to ensure successful delivery of results based on scope of work.
• Establish standards and procedures to minimize risks.
• Drive working sessions with client to ensure expectations and direction are aligned and timelines are being met.
• Demonstrate ability to lead projects through the project lifecycle from initiation to project closure.

Senior Consultant

Full-stack Engineer

• Own AI powered features end to end – from identifying user problems to shipping polished, production ready experiences.
• Talk to users, define product requirements, and decide what’s worth building next.
• Design intuitive UX flows and interfaces for AI native interactions.
• Build across the full stack – backend services, AI/LLM integrations, and frontend UI.
• Develop and refine prompts, retrieval pipelines, and agentic workflows using frontier LLMs (Claude, Gemini, GPT).
• Build evaluation frameworks to measure model quality, accuracy, caching, fallback strategies, and cost optimization.
• Help shape engineering culture, technical standards, and product direction as the team grows.
• Stay current with advances in LLMs, RAG, agents, and evaluation techniques; bring promising ideas into the product.
• Move fast, ship often, and iterate relentlessly based on user feedback.

Business Analyst

Project Manager

Senior Service Desk Technician

Network Engineer

Senior Consultant

AI Product Engineer