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

Conduent • Denver, CO

4d • Remote

About The Position

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. The role coordinates across users, vendors, technical teams, and customer stakeholders to support timely issue resolution, strong SLA performance, operational readiness, and continuous improvement.

The manager oversees support for State and authorized third-party users; manages intake, triage, assignment, escalation, follow-up, and resolution of incidents and service requests; and ensures support activities meet SLAs, priority definitions, response requirements, escalation procedures, and contractual expectations. The role improves support processes across EDW applications, analytics and reporting tools, data access, authentication, file-transfer services, and other enterprise data services.

The position coordinates vendor onboarding and interface support, including connectivity, access, data exchange, file-transfer requirements, testing dependencies, operational readiness, issue tracking, and escalation. It partners with application, infrastructure, security, reporting, data, technical, business, project, contract, and customer stakeholders to manage support requests, operational reporting, risk, and continuous improvement. The role also monitors service performance, trends, recurring incidents, and inbound and outbound data exchanges, and coordinates corrective actions and issue resolution.

The manager oversees user communications, documentation, knowledge articles, job aids, training materials, support procedures, and knowledge-management content. In partnership with security and application administrators, the role coordinates onboarding, identity and access management, role-based access, authentication, and application provisioning, and supports access reviews, audit readiness, compliance activities, and operational evidence collection. The position uses Azure DevOps, SharePoint, and approved systems of record to maintain traceability of requests, documentation, decisions, and operational evidence.

This remote role may require onsite time to connect with team members and business leaders. Conduent describes the position as a visible EDW support and service-delivery function at the intersection of data, technology, customer support, vendor management, and healthcare operations.

Requirements

• Bachelor’s degree or an equivalent combination of relevant education and professional experience.
• At least 5 years of supervisory, service delivery, operations, or support-management experience.
• At least 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, including the ability to explain 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.

Nice To Haves

• 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.

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 issue resolution.
• Ensure Help Desk and ticket-management activities meet 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 manage support requests through resolution.
• Monitor service performance, support trends, recurring incidents, and operational issues; drive corrective actions and continuous service improvement.
• Communicate with users, vendors, customer stakeholders, and internal teams about 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, keeping resources current and accessible.
• Coordinate user onboarding, identity and access management, role-based access, authentication, and application provisioning 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 and coordinate 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.
• Use Azure DevOps, SharePoint, and approved systems of record to maintain traceability of requests, documentation, decisions, and operational evidence.

Benefits

• Health and welfare benefits, including health insurance coverage and voluntary dental and vision programs.
• Retirement savings plan.
• Employee discounts on merchandise, services, travel, and more.
• Career growth and advancement opportunities.
• Paid training and access to learning platforms.
• Paid time off, including paid holidays and PTO or vacation and/or sick time.
• Potential bonus or incentive eligibility based on business need.
• Life and disability insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager