• Partner with business stakeholders and agency teams to understand workflows, challenges, and priorities • Serve as a primary liaison between business teams, IT, and software vendors • Help define and prioritize technology initiatives aligned with business goals • Clearly communicate business needs to vendors and evaluate proposed solutions • Gather and document business requirements through interviews, workshops, and process reviews • Evaluate software applications and vendor solutions for business fit, usability, and scalability • Assess how new tools would integrate with existing systems using APIs, automation (RPA), or AI-based solutions • Document current-state and future-state processes and integration approaches at a high level • Coordinate and support delivery of system implementations and enhancements • Collaborate with IT and vendors on implementation plans, dependencies, and timelines • Participate in testing, validation, and rollout activities • Help manage scope, risks, and expectations throughout delivery • Support communication, training, and adoption of new tools and processes • Gather user feedback and support continuous improvement • Help ensure solutions are practical, well understood, and effectively adopted