MKS2 Technologies

Product Designer

• Facilitate process mapping and requirements validation sessions with contact center leaders, schedulers, clinicians, and call agents to capture current-state challenges and operational gaps.
• Develop comprehensive future-state artifacts—including swim lane diagrams, RACI matrices, SOPs, and workflow documentation—spanning intake, triage, appointment scheduling, secure messaging, and escalation pathways.
• Quantify expected benefits and value delivered through redesigned processes, including efficiency gains, quality improvements, and experience enhancements.
• Partner with Technology teams to ensure redesigned workflows align with system capabilities, configuration decisions, and user interface requirements.
• Support pilot planning and execution by defining success metrics, data collection approaches, and structured feedback loops.
• Train frontline supervisors and agents on new processes; gather insights from early adoption and drive iterative refinements.
• Develop implementation playbooks to guide consistent rollout across sites and operational teams.

Senior Process Redesign Lead

Communications

• Assist in developing and implementing a multi-phase communication strategy aligned with project milestones, stakeholder needs, and organizational objectives.
• Coordinate messaging across internal and external stakeholders to ensure clarity, consistency, and alignment with project goals.
• Collaborate with change management and training teams to support user adoption of new technologies and standardized workflows.
• Develop targeted communications to address resistance, build awareness, and foster buy-in for process changes.
• Create, edit, and distribute project-related communications, including newsletters, email updates, FAQs, presentations, and training materials.
• Update and maintain knowledge management resources to reflect changes in technical infrastructure and operational processes.
• Work with training teams to communicate the availability and benefits of new training resources.
• Ensure that knowledge management platforms are updated and accessible to all users, supporting ongoing learning and process standardization.
• Track and report on communication effectiveness, user engagement, and adoption metrics.
• Adjust communication strategies based on feedback and performance data.

Communications Specialist

Program Manager

• Provide day-to-day program operations support for a VA Contact Center Modernization engagement.
• Maintain and update the program project plan on a regular cadence (e.g., task updates, dependencies, milestones, baseline hygiene, publish-ready views).
• Support maintenance of the RAID (Risks, Assumptions, Issues, Dependencies) log by coordinating inputs and updates with workstream owners and project management leadership in line with the project plan.
• Track activities, deadlines, and milestones; proactively flag slippage, missing inputs, and upcoming due dates.
• Support action item tracking (capture, owners, due dates, follow-ups, closure confirmation).
• Capture and publish meeting notes/minutes with clear decisions, actions, and next steps.
• Draft and edit program communications as required (status asks, follow-ups, reminders) with strong business writing quality.
• Manage and organize the program’s Microsoft Teams site and associated SharePoint artifacts (folders, document hygiene, versioning conventions, templates as provided).
• Maintain program documentation and ensure key deliverables/artifacts are current, accessible, and consistently formatted.

Program Operations Analyst

Designer

• Participate in process‑mapping sessions with contact center leaders, schedulers, clinicians, and call agents to capture current-state workflows and identify improvement opportunities.
• Support the development of future-state process documentation, including workflow diagrams, SOPs, and RACI matrices across intake, triage, appointment scheduling, secure messaging, and escalation pathways.
• Assist in validating requirements and ensuring alignment between redesigned processes and system capabilities.
• Contribute to pilot planning activities, including defining success measures, preparing training materials, and supporting data‑collection efforts.
• Help deliver training and onboarding for supervisors and agents adopting new processes; gather feedback and support iterative refinements.
• Collaborate on the creation of implementation playbooks and other rollout materials to ensure consistent adoption across sites.
• Prepare summaries, presentations, and status updates for project leadership and stakeholders.

Process Redesign Support Lead

AI Engineer

• Copilot & Dynamics Integration: Design, build, and enhance Microsoft Copilot (out-of-the-box and custom) features within Dynamics 365 for case management and business processes.
• AI Solution Development: Create machine learning models, NLP solutions, and data-driven automation supporting Copilot and Dynamics workloads.
• Custom AI Implementation: Architect and deploy custom AI models or algorithms tailored to unique business or VA requirements, ensuring seamless integration with Dynamics 365 and related systems.
• Data Engineering: Prepare, process, and analyze data from Dataverse, Power Platform, and external VA systems to enable AI capabilities.
• Prototyping & POCs: Translate business requirements into proof-of-concept Copilot use cases; demo, refine, and iterate solutions.
• Testing & Validation: Lead testing, performance monitoring, and real-world validation of AI solutions.
• Documentation & Training: Produce documentation and support end-user training and solution handoff to operations teams.
• Continuous Improvement: Monitor solution performance, gather feedback, and recommend enhancements while staying current on Microsoft/Azure AI advancements.
• Compliance & Security: Ensure all AI solutions adhere to VA, federal, and organizational standards for privacy, security, and ethical AI use.

Dynamics AI Engineer

Business Analyst

• Work as a Portfolio Business Analyst (PBA) on our team as the primary point of contact (POC).
• Help the customer overcome their most difficult challenges in performance monitoring.
• Apply your knowledge to manage customer expectations and manage escalations as they arise.
• Use your skills to communicate and report status, issues, risks, and roadblocks.

Portfolio Business Analyst

Engineer

• Implement best-in-class engineering strategies to support a large, distributed SolarWinds environment.
• Maintain responsibility for supporting the Application Performance Monitoring solution via SolarWinds.
• Execute the daily activities of ServiceNow SolarWinds tickets, e.g., add/remove, maintenance mode, discovery, custom properties, etc., for Application/Hardware Performance Monitoring efforts.
• Create documentation of all steps and training for application customers and enable integration of SolarWinds process SolarWinds tickets, development of single pane of glass dashboards, including integration with ServiceNow ITSM.

Monitoring Engineer

Data Scientist

• Update and optimize business queries and data pulls to reflect new or consolidated data sources.
• Ensure data warehouse and dashboard systems accurately incorporate changes from modernization efforts.
• Collaborate with IT and business teams to align data structures with standardized workflows.
• Review and validate data to confirm successful consolidation and accuracy.
• Identify and resolve data discrepancies, ensuring integrity and consistency across systems.
• Develop and implement data quality checks and validation procedures.
• Develop, maintain, and enhance dashboards and regular reports to monitor key performance indicators (KPIs).
• Design, configure, and operate automated reporting solutions to streamline recurring data analysis and dashboard updates.
• Work closely with business process owners, IT teams, and leadership to understand evolving data requirements.
• Support cross-functional teams in interpreting and utilizing data for operational improvements.
• Document data processes, query logic, and reporting methodologies.
• Assist in training team members on updated data systems and reporting tools.

Data Scientist / Analyst

Strategy

• Assist in the preparation of briefing materials and executive communications to ensure clarity and alignment across the team and with stakeholders.
• Support the development, formatting, and refinement of content for client-facing sessions, ensuring that materials effectively convey insights and recommendations.
• Help synthesize findings from strategy workshops, interviews, and research, transforming raw data and feedback into structured summaries for team and leadership review.
• Coordinate the dissemination of key messages, updates, and deliverables, ensuring consistent and timely communication with all workstreams.
• Assist in collecting, organizing, and analyzing data from various internal and external sources to support ongoing program monitoring and continuous improvement.
• Act as a liaison between different workstreams, gathering updates and helping ensure all teams remain informed and aligned to the established strategy.

Strategy Consultant

Manager

• Supervise contract team and manage task‑order deliverables
• Prepare reports, conduct meetings, and ensure quality/compliance
• Serve as PR SME across analysis, design, development, and production
• Coordinate with stakeholders to meet requirements and timelines

Task Order Manager

• Lead the development and documentation of current and target-state organizational structures, ensuring comprehensive org charts, roles/responsibilities matrices, and governance models.
• Synthesize and communicate insights from org design activities, including workforce mapping, gap analysis, and structure optimization, through presentations, status reports, and analysis delivered to VA leadership and project collaborators.
• Guide decision-making to achieve alignment on future-state org design among diverse stakeholders, facilitating consensus on new structures, reporting relationships, and team functions.
• Ensure all technology and workforce enablement initiatives are directly integrated with, and supportive of, the future-state organizational design and capability needs.
• Track and report progress on org design milestones, from initial assessment through implementation, using key deliverables and performance indicators to measure transformation impact.
• Integrate and synchronize organization design efforts across related contact center consolidation and modernization workstreams, maintaining a unified vision for VA’s future-state organizational structure.

Organizational Design Consultant

• Analyze HR, staffing, and operational datasets to identify trends, gaps, and opportunities for optimization in clinical contact center consolidation.
• Develop, validate, and maintain data models/reports supporting workforce planning, resource allocation, and attrition forecasting.
• Prepare data-driven presentations, dashboards, and reports for project leadership and key stakeholders.
• Support scenario modeling and impact analyses to inform transition plans and workforce alignment.
• Design and execute analyses to support understanding of current-state vs. future-state staffing needs, leveraging both descriptive and predictive analytics.
• Collect, clean, and validate data from multiple sources to ensure data integrity and reliability.
• Collaborate with project teams to translate findings into actionable recommendations for staffing, training, and workforce deployment.
• Support the design of optimized operating models in partnership with clinical and operational teams, ensuring all business process improvements are grounded in data-based insights.

Organizational Design Data Consultant

• Work as an Instrumentation Engineer on our team as we help the customer overcome their most difficult challenges in performance monitoring
• Work directly on assigned ServiceNow tasks
• Perform as the technical POC for customers as you contribute to monitoring solution design, implement and execute the monitoring solution
• Resolve technical issues
• Update ServiceNow Visual Task Boards to document work
• Actively participate in quality assurance efforts
• Apply your knowledge to perform routine work such as adding and removing devices from Dynatrace and other monitoring tools like SolarWinds