Enterprise Data Warehouse (EDW) End User & Vendor Support Manager

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 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. #J-18808-Ljbffr