Computer World Services

Role Description CWS is pursuing the CMS Marketplace Service Desk (MSD) opportunity. The MSD supports the Center for Consumer Information and Insurance Oversight (CCIIO) by providing technical assistance to issuers, agents and brokers, Application Development Organizations (ADOs), state agencies, and other Affordable Care Act (ACA) Marketplace stakeholders. The Marketplace Domain SME is a key position responsible for providing deep subject matter expertise in the ACA Health Insurance Marketplace, Qualified Health Plan (QHP) certification, and CCIIO program operations. This individual will serve as the resident domain authority for our MSD team — ensuring service desk operations, knowledge management content, training curricula, and stakeholder communications reflect accurate, current Marketplace policy and regulatory knowledge. Key Tasks & Responsibilities - Marketplace Domain Expertise and Advisory - Serve as the MSD team's primary subject matter authority on ACA/Patient Protection and ACA (PPACA) policy, regulation, and CCIIO program operations. - Monitor and interpret annual Notice of Benefit and Payment Parameters (NBPP), plan year guidance, and CCIIO policy updates; brief operations staff on changes affecting MSD scope. - Provide expert guidance on QHP certification cycle requirements, issuer obligations, and CMS-issuer relationship management. - Support Tier 2 and Tier 3 escalation resolution for complex policy, regulatory, and plan management inquiries. - Knowledge Management - Lead development and maintenance of the MSD knowledge base, ensuring accuracy and currency of articles and related materials. - Author and review Tier 1–3 resolution guides, Standard Operating Procedures (SOP), and escalation playbooks for Marketplace-specific issue categories. - Ensure knowledge base content reflects current plan year policies, system changes, and issuer/agent-broker guidance. - Coordinate with AI/automation tools team to ensure triage bots and self-service content accurately reflect current Marketplace guidance. - Training and Staff Development - Design and deliver Marketplace domain training and mentorship for MSD Customer Service Representatives and Senior Analysts onboarding and annually for plan year refreshers and surge-readiness training materials. - Stakeholder and Account Management Support - Support Account Manager in issuer communications, onboarding, and annual QHP certification cycle outreach. - Contribute domain expertise to CMS-facing deliverables including monthly reports, escalation summaries, and continuous improvement recommendations. - Assist in preparing CMS briefings on Marketplace issue trends, emerging policy questions, and stakeholder feedback patterns. Qualifications - Bachelor’s degree required in health policy, public administration, public health, business administration, information technology, or a related field. - Minimum 5 years of direct experience supporting CMS CCIIO Marketplace operations, QHP certification, issuer relations, or ACA plan management. - Direct experience on the CMS Marketplace Service Desk (MSD) or a closely adjacent CCIIO program. - Demonstrated expertise in QHP certification processes, including HIOS/MPMS submission workflows, plan management requirements, and issuer compliance obligations. - Experience developing or maintaining knowledge management content, SOPs, or training materials in a federal help desk or program support environment. - Excellent written and verbal communication skills; experience preparing federal deliverables, briefings, or policy documents. Technical Knowledge - In-depth knowledge of HIOS (Health Insurance Oversight System), MPMS (Marketplace Plan Management System), and/or SERFF as used in the QHP certification process. - Familiarity with CMS Marketplace Quality Initiatives: Quality Rating System (QRS), QHP Enrollee Survey, and Quality Improvement Strategy (QIS). - Working knowledge of ACA/PPACA statute, associated federal regulations, and annual CCIIO guidance documents. - Understanding of CCIIO stakeholder ecosystem. Preferred Qualifications - Prior key personnel designation on a CMS or federal health IT service desk contract. - Experience with ITSM platforms (ServiceNow or equivalent) in a federal service desk environment. - Experience with AI-assisted knowledge management tools or chatbot/virtual agent content development. - Established relationships within the CCIIO/Marketplace contractor or federal program community. Certifications - PMP, ITIL Foundation, or equivalent project/service management certification preferred. Security Clearance - Must be able to obtain a federal Public Trust, Moderate Background Investigation (MBI), or higher clearance. Other - Remote / Telework with occasional work at CMS CCIIO (Baltimore, MD). - Ability to work Eastern Time Zone hours, including flexible scheduling during open enrollment surge periods (October–January). - Potential travel for meetings to locations throughout Baltimore, MD and/or Washington, DC areas. - Salary range: $145,000 - $205,000 a year, based on the selected candidate's knowledge, skills, abilities and/or experience.

• Engineer, build, configure and maintain Windows, Cloud, Virtualization and Storage systems. • Administer and maintain Active Directory (AD) and Group Policy Objects (GPOs). • Manage user accounts, permissions, and security groups. • Implement Active Directory best practices and troubleshoot AD-related issues. • Administer Office 365 environment, including Exchange Online, Teams, and OneDrive for Business. • Manage and optimize virtualization platforms (e.g., VXRail/VMware/Horizon). • Oversee physical and virtual servers, monitor performance, conduct regular updates, and perform backups. • Maintain accurate and up-to-date documentation for all IT systems and procedures. • Work closely with other IT staff, departments, and external vendors to resolve technical issues.

The contractor will support OFR’s efforts to: - Coordinate and/or perform additions and changes to operating systems and applications; includes investigation, analysis, recommendation, configuration, installation, and testing of new software and applications. - Provide direct support in the day-to-day operations on operating systems and software, including the evaluation of system utilization, monitoring response time and primary support for detection and correction of operational problems. - Will be responsible for securing user applications, application integrations, deployment automation, and improving security using Okta solutions. - Will play a crucial role in implementing Identity and Access Governance solutions, providing advanced authentication, overseeing privileged access management, and ensuring secure information distribution. - Perform tasks including but not limited to User Lifecycle Management, security policy frameworks, and advanced directory integration for cloud and on-premises access. - Use the Okta Policy framework to control user access, map identity attributes and data transformations using Universal Directory, and troubleshoot issues Key Tasks & Responsibilities - Experience with Okta includes installation, configuration, and migrations. - Troubleshoot advanced problems within the Okta IdP by using tools such as SAML tracer, Fiddler, and other similar tools. - Integrate applications with SAML, OpenID Connect, RADIUS and Oauth. - Integrate applications with Multi Factor/Password less Authentication - Provide Proof of Concepts and Pilots for Advancing Zero Trust integration infrastructure. - Support of primarily Microsoft 365 stack (Exchange Online (hybrid), Intune, Entra ID, Teams, OneDrive) - Systems Administration: Knowledge of Microsoft Windows Server Platforms, Active Directory, Group Policy as well as basic MS SQL administration. - Ensure that all Group Policy Management (GPM) changes are controlled and documented. - Measure and monitor metrics, identify trends, and report standings and findings to management and other stakeholders. - Participating in meetings with executives to discuss technical issues and propose solutions. - Collaborating with other members of the engineering team to design new features or improve existing ones. - Escalate issues to vendor and third-party entities, as necessary. - Other operational support duties as assigned. - Experience leading engineering projects from start to finish. - Provide support to technical leaders by coordinating activities pertaining to the development, documentation and maintenance associated with changes to the system. - Ability to work and deliver on short response tasking in a fast paced environment. - Ability to effectively manage several projects simultaneously while balancing resources - Ability to work in a dynamic team environment, adaptable to change, and thrive in an atmosphere that requires trust, initiative, creativity, and strong problem-solving skills. - Strong communication skills with customers over phone, email, or ticketing system. - Ability to work well in a constantly evolving work environment. - Excellent communication and organizational skills; able to articulate intent, frame requirements, set priorities, develop practical methods, and align resources to meet goals. Education & Experience - 10+ or more years of IT experience preferably in a Windows domain environment (hybrid) - 5+ direct years of experience engineering and providing operations support for Okta SSO solution. - Experience as a remote worker demonstrating time management and self-discipline with cultural change management and Agile mindset. - Hands-on experience migrating applications to implement Okta. - Strong knowledge of the different identity and access management (IAM) concepts, technologies and authentication protocols. - Intimately familiar with IAM related protocols such as SAML, SPML, XACML, SCIM, OAuth, OIDC, OpenID and REST APIs, and other security interfaces. - Strong experience with Directories, SSO, Federation, Delegated administration, API gateways, SOA services. - An understanding of Zero Trust concepts. - Active Directory including but not limited to: - Microsoft Active Directory/Azure Active Directory (EntraID) - Privileged access management (PAM) systems such as Beyond Trust - Hands-on experience with cloud computing services (O365/Microsoft Azure/AWS). - Experience with SailPoint IdentityIQ integration and operations. - Experience with network architecture. - Experience with Windows PowerShell scripting. Certifications - Okta Certified Security Clearance - Public Trust High (Tier 4/BI) Risk Level - Must be a US citizen Other - Remote or DC $145,000 - $155,000 a year Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations. Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at hr@cwsc.com.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Master Scheduler provides integrated project management support and oversight to control the master schedule for IT projects of large scope and high complexity. The Project Scheduler is responsible for working closely with technical experts, project leads, and project managers in planning, creating, and managing project schedules. The candidate must have senior level experience of hands-on integrated master scheduling and will be expected to: - Work with program and project managers to capture all efforts, link and sequence efforts, assign resources to activities, establish duration of activities, conduct schedule risk analysis, update status and progress of projects, and maintain the baselines. - Utilize scheduling theory to develop and maintain the Integrated Master Schedule (IMS) and related documents following Government Auditing Office (GAO) and DCMA standards of best practice. - Work with cross-functional teams to generate and manage an accurate master schedule to meet customer milestones. - Create and sustain resource-loaded project schedules using detailed project documentation and input from project managers/teams. - Conduct regular schedule reviews to ensure accountability and proactive issue identification among project managers. - Track, analyze, and report critical path analysis, metrics, schedule, and task status accurately to allow the project teams to manage their projects and evaluate weekly reports. - Ensure accuracy of project schedules and perform version control while tracking baseline variances. - Monitor projects’ progress, including identifying critical path activities and reviewing forecasts and progress achieved to date. - Facilitate risk mitigation and issue management through detailed schedule analysis. - Review, compare, and analyze schedule performance against baseline program plans. - Use MS Project files, JIRA, and Confluence data as the source documents for updating milestones. - Upload, link, and maintain MS Project schedules in MS Project Server environment. Qualifications - Senior/Expert Level scheduling skills - Ability to work independently managing the Master Schedule effectively - Strong communication skills to collaborate with various functional teams to identify and maintain schedule tasks and dependencies - Strong analytical and planning skills - Ability to learn quickly and work under pressure in a fast-paced environment - Excellent attention to detail - Excellent organizational and time management skills - Good working ethics and ability to treat documents with confidentiality - Ability to work effectively within a team setting - Ability to multitask and work with changing priorities - Ability to complete tasks in a timely manner with minimal supervision Requirements - Bachelor's Degree or higher and 6 years of related experience - Mastery of creating and updating GAO compliant schedules using MS Project and MS Project Server - Agile and Scrum knowledge and experience required - DevOps experience preferred - Strong communication skills to build schedule and lead schedule review meetings - Schedule tools such as Schedule Inspector - Microsoft Office suite (MS Word, Excel, and PowerPoint) and SharePoint - Project Management Certifications - None Security Clearance - Candidate must possess DHS Suitability background investigation or be eligible to qualify for DHS Entry of Duty background investigation followed by DHS Public Trust Clearance Other - None