Remote EDW End-User & Vendor Support Lead

Conduent, Inc.; Oregon; Hybrid; USD 71,000 - 92,000; Full time

Benefits offered by this job

Health and Welfare Benefits

Retirement Savings

Employee Discounts

Career Growth Opportunities

Paid Training

Paid time off

Great Work Environment

Job summary

Conduent, Inc. is seeking an EDW End User & Vendor Support Manager in Oregon to lead day-to-day user support, Help Desk operations, and vendor coordination within a complex enterprise data environment.

You will partner with security, application, and business teams to drive SLA performance, create training materials, manage access provisioning, and continually improve service delivery in Medicaid and healthcare technology contexts.

Qualifications

• Over 5 years of supervisory, service delivery, or operations leadership.
• At least 3 years of enterprise application or Help Desk experience.
• Experience across multi-channel user support and incident management.
• Experience coordinating with vendors, customers, and technical teams.
• Proven ability to monitor SLAs and drive improvements.

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 ticket-management activities meet established 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.

Skills

End-user support

Incident management

SLA monitoring

Vendor coordination

ITSM

Documentation

Communication

Training materials

Access management

Azure DevOps

Education

Bachelor's degree

Tools

Azure DevOps

SharePoint

Microsoft 365

Job description

Conduent, Inc. is seeking an EDW End User & Vendor Support Manager in Oregon to lead day-to-day user support, Help Desk operations, and vendor coordination within a complex enterprise data environment.

You will partner with security, application, and business teams to drive SLA performance, create training materials, manage access provisioning, and continually improve service delivery in Medicaid and healthcare technology contexts.