Technical Support Lead – User Engagement
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Job Description
Data Linkage Technical Support & User Engagement Contract Lead overseeing user engagement and program activities for federal data initiatives. Collaborating with researchers, partners, and federal customers in a comprehensive support role.
Responsibilities:
- Lead end‑to‑end management of user-facing program operations workstreams, including study intake and researcher onboarding, DUA processing, data access request reviews, Privacy Board coordination, and ongoing technical assistance for linkage and data enclave services.
- Coordinate with federal customers and technical leads to translate program policies, privacy requirements, and program goals into clear operational processes, SOPs, templates, and training materials.
- Oversee day‑to‑day execution of operational activities, tracking data requests, data delivery timelines, risks, and issues, user support needs, and ensuring timely completion of requirements and deliverables.
- Manage development and use of dashboards and metrics to monitor user engagement, program participation, DUA processing, linkage demand, turnaround times, user experience, and continuous improvement actions.
- Lead planning and delivery of communications, documentation, and training for researchers and stakeholders, including guidance on DUAs, masking, linkage options, enclave use, CMS data use and analysis, and disclosure review processes.
- Oversee analytic output and disclosure review processes, including coordination of automated and manual review workflows, user notifications, issue resolution, and documentation updates.
- Plan and execute data linkage operations related transition activities, including orderly transfer of environments, configurations, documentation, and tools.
- Coordinate study closeout and transfer activities, including handoff of linked data products, materials, and compliance requirements.
- Manage DUA & Requirements Tracking Tool operations, ensuring that status updates, approvals, training completion, and lifecycle tracking are accurate and timely.
- Provide stakeholder engagement leadership, serving as a primary liaison between users, program leadership, federal customers, and technical teams.
- Support continuous improvement by standardizing templates, enhancing workflows, refining communications, and documenting lessons learned.
Requirements:
- Bachelor’s degree in a relevant discipline
- Experience with CMS claims data
- Minimum 5+ years of experience supporting federal agencies, research organizations, or healthcare systems in program operations, data access, or research support roles.
- Minimum 2+ years of experience as Lead on projects of comparable size and scope.
- Technical background to oversee stakeholder engagement, data governance, technical assistance.
- Demonstrated experience leading program operations or program management for federal research, health, or data access programs.
- Strong understanding of project and program management practices, including scope, schedule, risk, stakeholder management, documentation, and reporting.
- Experience working with or around federal data access, privacy, or governance requirements and DUAs in close coordination with technical and policy leads.
- Proven ability to manage multiple concurrent workstreams, deadlines, and stakeholder groups, including researchers, federal staff, and technical teams.
- Excellent written and verbal communication skills, including concise status reports, stakeholder communications, training materials, and program documentation for government and technical audiences.
- Current relevant professional certifications for program operations (e.g., PMP, CMMI)
- Ability to obtain/maintain a Public Trust or higher and authorization to work in the US.
- Willingness to travel 10–25% to support on‑site collaboration in the DC Metro area.
Benefits:
- Comprehensive benefits and wellness packages
- 401K with company match
- Competitive pay and paid time off
- Full-flex work week to own your priorities at work and at home
- Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
- GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees.
- Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance
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