Enterprise Data Warehouse (EDW) End User & Vendor Support Manager
EDW Operations | Help Desk & ITSM | Vendor Support | Data Integration | Medicaid
& Healthcare Technology
The Enterprise Data Warehouse (EDW) End User & Vendor Support Manager leads
day-to-day end-user support, Help Desk operations, vendor support, access
management, training, documentation, and service delivery for a complex
enterprise data environment.
This role serves as a key point of coordination across users, vendors, technical
teams, and customer stakeholders to ensure timely issue resolution, strong SLA
performance, operational readiness, and continuous improvement.
Responsibilities
Lead day-to-day EDW End User and Vendor Support, including Help Desk
operations, incident and service request management, access and provisioning,
training, documentation, and vendor support.
Oversee support for State and authorized third-party users, including intake,
triage, assignment, escalation, follow-up, and resolution of incidents and
service requests.
Ensure Help Desk and ticket-management activities meet established
service-level agreements (SLAs), priority definitions, response requirements,
escalation procedures, and contractual expectations.
Manage and improve support processes across EDW applications, reporting and
analytics tools, data access, authentication, file-transfer services, and
other enterprise data services.
Coordinate vendor onboarding and interface support, including connectivity,
access, data-exchange and file-transfer requirements, testing dependencies,
operational readiness, issue tracking, and escalation.
Partner with application, infrastructure, security, reporting, data,
technical, and business teams to route and actively manage support requests
through resolution.
Monitor service performance, support trends, recurring incidents, and
operational issues, driving corrective actions and continuous service
improvement.
Manage communications to users, vendors, customer stakeholders, and internal
teams regarding incidents, service interruptions, processing delays, access
issues, and operational dependencies.
Oversee user documentation, knowledge articles, job aids, training materials,
support procedures, and knowledge-management content, ensuring resources
remain current and accessible.
Coordinate user onboarding, identity and access management, role-based
access, authentication, and application provisioning in partnership with
security and application administrators.
Support user-access reviews, audit readiness, compliance activities, and
operational evidence collection related to EDW support and access processes.
Monitor inbound and outbound data exchanges, coordinating resolution of file
delivery, connectivity, data-processing, integration, and vendor-related
issues.
Partner with customer project, contract, security, technical, and business
stakeholders on operational reporting, SLA performance, issue resolution,
risk management, and continuous improvement.
Maintain disciplined use of Azure DevOps, SharePoint, and approved systems of
record to support traceability of requests, documentation, decisions, and
operational evidence.
Required Qualifications
Bachelor’s degree or an equivalent combination of relevant education and
professional experience.
Minimum of 5 years of supervisory, service delivery, operations, or
support-management experience.
Minimum of 3 years of enterprise application, end-user, Help Desk, or
technical support experience.
Experience managing multi-channel user support, incident management, service
request management, escalation, SLA monitoring, and customer communications.
Experience coordinating support across technical teams, business users,
external vendors, and customers in a complex enterprise environment.
Experience managing vendor dependencies, third-party integrations,
operational escalations, and data-exchange/interface support.
Experience with enterprise ticketing/ITSM, collaboration, documentation, and
reporting platforms.
Strong written and verbal communication skills, with the ability to
communicate technical and operational issues to users, vendors, technical
teams, customers, and leadership.
Experience developing operational procedures, training materials, user
documentation, knowledge articles, job aids, and performance reporting.
Knowledge of identity and access management, information security, audit
readiness, documentation controls, and enterprise support processes.
Ability to analyze operational trends and recurring service issues,
coordinate corrective actions, and improve service delivery.
Preferred Qualifications
Experience with Azure DevOps or comparable ITSM/ticketing tools, SharePoint,
Microsoft 365, business intelligence/reporting tools, and managed
file-transfer solutions.
Experience supporting public-sector healthcare, Medicaid, CHIP, health data,
or government technology programs.
Experience supporting enterprise data warehouses (EDW), analytics platforms,
reporting environments, data integration, or complex data ecosystems.
Why Join Us
This role provides an opportunity to lead a highly visible EDW support and
service-delivery function supporting users, vendors, and stakeholders across a
complex enterprise environment. You’ll work at the intersection of data,
technology, customer support, vendor management, and healthcare operations,
helping improve service performance, user experience, and operational
reliability.
Flexible Working
At Conduent, we want you to be yourself. We recognize that everyone is different
and that how people want to work and deliver at their best is different for
everyone too.
In this role, you can expect the following working conditions:
Remote work: Work in a way that allows you to work from home and have time
onsite when needed to connect with other team members and business leaders.
Working For You
Perks and rewards designed for you:
Health and Welfare Benefits: Our health and welfare benefits can be tailored to
fit you and your family's needs and start on the first day of employment.
Retirement Savings: We will support you as you save for your future.
Employee Discounts: We offer you access to a vast selection of global, national,
and local discounts on merchandise, services, travel, and more.
Career Growth Opportunities: We help you thrive, so together, we can grow. We
provide opportunities to advance your career with a vast portfolio of businesses
and a global footprint.
Paid Training: Earn while you learn and continue to grow with access to
award-winning learning platforms throughout your Conduent career.
Paid time off: We provide attractive paid time off packages designed for you to
enjoy your life away from work.
Great Work Environment: We are proud of our award-winning culture and the
recognition we’ve received for our diversity efforts.
Join Us
At Conduent, we are one team, one mission. We understand that our success is
directly related to the success of our associates.
We strive to create a culture where you can:
Bring your authentic self to work.
Grow and thrive, both personally and professionally.
Make a difference with our clients, in our communities, and with the millions
of people we support.
When you join Conduent, you are engaged in creating the future - both our
company’s and your own. With more than 60,000 associates across 24 countries, we
will provide you the opportunity to grow with a team of people who will
challenge and inspire you to be the best!
Pay Transparency Laws in some locations require disclosure of compensation
and/or benefits-related information. For this position, actual salaries will
vary and may be above or below the range based on various factors including but
not limited to location, experience, and performance. In addition to base pay,
this position, based on business need, may be eligible for a bonus or incentive.
In addition, Conduent provides a variety of benefits to employees including
health insurance coverage, voluntary dental and vision programs, life and
disability insurance, a retirement savings plan, paid holidays, and paid time
off (PTO) or vacation and/or sick time. The estimated salary range for this role
is $71,148-$92,400.
Through our dedicated associates, Conduent delivers mission-critical services
and solutions on behalf of Fortune 100 companies and over 500 governments -
creating exceptional outcomes for our clients and the millions of people who
count on them. You have an opportunity to personally thrive, make a difference
and be part of a culture where individuality is noticed and valued every day.
Conduent is an Equal Opportunity Employer and considers applicants for all
positions without regard to race, color, creed, religion, ancestry, national
origin, age, gender identity, gender expression, sex/gender, marital status,
sexual orientation, physical or mental disability, medical condition, use of a
guide dog or service animal, military/veteran status, citizenship status, basis
of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation
to apply for or compete for employment with Conduent may request such
accommodation(s) by submitting their request through this form that must be
downloaded: click here to access or download the form
[https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf].
Complete the form and then email it as an attachment to FTADAAA@conduent.com
[FTADAAA@conduent.com]. You may also click here to access Conduent's ADAAA
Accommodation Policy
[http://downloads.conduent.com/content/usa/en/document/cdt_adaaa_accommodation_pol.pdf].