[Hiring] Enterprise Data Warehouse End User & Vendor Support Manager @Conduent

Role Description

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.

• 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.

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.

Benefits

• Health and Welfare Benefits: Tailored to fit you and your family's needs starting on the first day of employment.
• Retirement Savings: Support to save for your future.
• Employee Discounts: Access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.
• Career Growth Opportunities: Opportunities to advance your career with a vast portfolio of businesses and a global footprint.
• Paid Training: Access to award-winning learning platforms throughout your Conduent career.
• Paid time off: Attractive paid time off packages designed for you to enjoy your life away from work.
• Great Work Environment: Award-winning culture and recognition for diversity efforts.

Company Description

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.