Teams at Empower AI

Leads IT Capability Request analysis for a federal enterprise IT program. Responsibilities include requirements elicitation, process and gap analysis, alternatives analysis, market research, ROMs, cost-benefit analysis, executive briefings, Agile backlog development, UAT leadership, change impact assessment, CX roadmap contributions, requirements governance, and mentoring business analysts. The role requires collaboration with government stakeholders while supporting ITSM development, governance boards, and approved capability implementation.

Manages and improves configuration management processes and ServiceNow CMDB operations. Designs workflows, governance, integrations, and discovery processes; maintains CI data models and CSDM alignment; ensures data quality; conducts audits; supports ITSM processes; trains CI owners; collaborates with service owners, technical teams, and government clients; and implements continuous improvements.

Develops and manages an enterprise Knowledge Management program for a federal IT support organization. Responsibilities include KM strategy and governance, knowledge repositories and self-service content, chatbot and Virtual Agent content, content quality and accessibility, team leadership, analytics, ticket deflection and first-contact resolution improvement, and integration with customer experience and service management initiatives.