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Serve as primary customer engagement lead for a portfolio of federal agencies transitioning to GO.gov ETS. Manage transition planning, issue tracking, stakeholder communication, gap analysis, change management, testing and go‑live readiness. Coordinate with MSP and solution teams, apply T&E project management (waterfall and agile), and support technology integrations and security accreditation to ensure successful SAP Concur implementation and user adoption.

Lead the product evolution of a ServiceNow-based application for tracking IT vendor performance at the Department of State. Responsibilities include managing product backlog, leading Agile delivery, advancing metric libraries, and driving customer engagement to enhance satisfaction and compliance.

As a Business Analyst, you'll support client engagements, conduct data analysis, develop insights, and collaborate with team members to solve complex problems.

The Project Coordinator will manage digital operations, oversee website updates, support customer services, and drive operational improvements across projects while collaborating with stakeholders.

The consultant will support the GSA by providing customer engagement, governance, strategic communications, and change management while leveraging SAP Concur expertise to enhance operations and ensure compliance.

Support IRS modernization of Taxpayer Assistance Centers through operational analysis, process improvement, workforce planning, change management, and CX research. Conduct site visits, quantitative and qualitative analysis, develop recommendations, drive adoption planning, training and communications, build client relationships, and produce reports and presentations to improve service delivery, efficiency, and taxpayer experience.

Support IRS modernization of Taxpayer Assistance Centers through operational analysis, workforce planning, process improvement, and change management. Conduct site visits, stakeholder interviews, quantitative and qualitative analysis, develop recommendations, and produce deliverables and reporting to improve staffing, service delivery, and taxpayer experience. Build client relationships and communicate findings via written reports and presentations.

Lead and manage IRS Taxpayer Assistance Center modernization projects: assess operations, workforce, processes, and technology; perform quantitative and qualitative analysis; develop recommendations, KPIs, dashboards, and change management plans; support QA/UAT, stakeholder engagement, and implementation to improve service delivery and taxpayer experience.

Support Customer Engagement Managers during federal agency transitions to GO.gov ETS by coordinating activities, tracking schedules, risks, and issues, facilitating stakeholder meetings and communications, documenting decisions, maintaining records and transition data, supporting data quality and readiness assessments, preparing customer-facing materials, and contributing to process improvements, SOPs, and lessons learned.

The Engagement Manager leads project teams to deliver solutions for Federal clients, ensuring client satisfaction and mentoring junior staff while managing multiple contracts.