Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities. Summary The Gainwell Systems Manager is a strategic, technical, and operational leader accountable for the performance, availability, modernization, and delivery of all systems supporting the Medicaid Management Information System (MMIS) and related enterprise services. This role drives IT service management (ITSM) maturity, ensures seamless operations, and enforces governance over system changes, incidents, and escalations. As a core member of the account leadership team, the Systems Manager owns system health, enforces escalation and ownership protocols, and ensures all systems and services are optimized, secure, and aligned with contractual and business outcomes. This role is not a traditional Project Manager or HR People Manager, but is accountable for the systems team’s technical delivery, excellence, and cross-functional coordination. Your role in our mission 1) Operational Oversight & Systems Health - Own end-to-end Gainwell system availability, performance monitoring, and operational continuity. - Enforce defined escalation paths across L1–L5 tiers, ensuring no ownership gaps. - Lead Root Cause Analysis (RCA) and implement permanent corrective actions for all major incidents (P1/P2). -Maximize system updates, patches, and troubleshooting efforts. -Responsible for defect tracking (PROD and non-PROD). - Ensure system observability and lead rapid triage during outages or degradation events. - Maintain operational compliance with HIPAA, state/federal policies, and internal audit controls. 2) Technical Architecture & Modernization - Guide infrastructure modernization initiatives such as cloud-readiness, refactoring, virtualization, and platform reengineering. - Collaborate with architects and engineering teams to align with SOA, DevOps, and enterprise integration best practices. - Implement security best practices, including access controls, data protection, SOC audits, and help with disaster recovery planning and execution. - Coordinate with teams to remediate Security Vulnerabilities across systems. - Champion technical innovation and recommend solutions to increase scalability, security, and automation. 3) ITSM & Service Delivery - Lead the design, implementation, and continuous improvement of ITSM processes, leveraging the ITIL4 framework. - Supervise Incident, Problem, Change, and Service Request Management across all system tiers. -Responsible for MIM reporting and communication. - Own, define and monitor KPIs and SLAs for service quality, proactively driving improvements. - Manage second-level support teams and coordinate with L1 providers for seamless escalation and response workflows. -Promote support to Release team for successful releases to build on project deliverables and compliance to client timelines. -Oversee annual DR exercise. -Support annual SOC audit. 4) Driving Delivery Excellence - Lead technical planning for system initiatives, migrations, upgrades, and risk mitigation efforts. change to reflect partnership with Arch… -Understands Gainwell Technologies Policies and Procedures. -Provide weekly defect reporting and change requests. -Work closely with PMO for weekly/monthly reporting. - Participate in project governance, CAB, and readiness assessments for production deployment approvals. - Ensure successful alignment of technical execution with contractual obligations, security audits, and disaster recovery objectives. 5) Stakeholder & Client Engagement - Act as the primary systems liaison to client leaders (e.g., CDL, DHS, AGM), participating in governance and planning meetings. - Represent systems at weekly status meetings, steering committees, and delivery reviews. - Partner with clients to anticipate future needs, align on solution roadmaps, and maintain strong business relationships. - Provide clear communication and detailed impact reporting during outages, escalations, and planned changes. 6) Influencing Leadership & CSI Development - Lead and coach technical and operations staff across multiple delivery areas. - Set aligned objectives, drive performance feedback, and promote a culture of accountability and learning. - Maintain an Ownership Map—ensuring every service/system has clearly defined primary and secondary owners. - Encourage cross-training, succession planning, and bench strength development. What were looking for - Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field (Master’s or PMP preferred). - 10+ years in IT systems engineering, operations, or infrastructure leadership (Medicare MIS or healthcare platform experience preferred). - 5+ years in technical and service delivery leadership roles. - Deep expertise in ITIL4, ITSM, and technical project execution within complex, regulated environments. - Knowledge of HIPAA, SOC, and enterprise compliance frameworks. What you should expect in this role - United States remote opportunity - Video cameras must be used during all interviews, as well as during the initial week of orientation - The Deadline to submit applications for this posting is March 24, 2026 The pay range for this position is $99,000.00 - $141,400.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities. We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings. Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.

• Establish and maintain strong relationships with key stakeholders within CDW and clients • Assist in leading the end-to-end cycle of professional services engagements, including consultation, service design, implementation, integration, management, and support • Mentor a team of sales professionals, pre-sales services consultants and project managers • Collaborate with clients and pre-sales to design tailored service solutions that meet their specific needs and objectives • Provide support in establishing key performance indicators (KPIs) to measure engagement success and client satisfaction • Proactively identify potential risks associated with service delivery and develop mitigation strategies • Identify opportunities for upselling and cross-selling additional services within existing accounts

• Provides strong leadership for Resident Services Coordinators (RSCs) • Ensures key initiatives and core services are implemented as outlined in the Program Model and contracts • Ensures staff have the resources and training necessary to lead a high-performing center • Oversees resource center budget development • Partners with other functions to enhance volunteer/internship opportunities at the centers • Assists in developing and implementing programs • Refines program performance and assesses center performance and outcomes • Leads committees and builds relationships in the region • Participates in Project Access events • Ensures RSCs adhere to safe practices and regulatory requirements • Manages coverage for centers as needed • Conducts quarterly site visits to centers • Helps staff develop annual budgets and maintain fiscal responsibility • Provides coaching, guidance, and direction for staff development

• Lead day-to-day CRO and experimentation execution across partner microsites and landing pages (A/B tests, personalization, journey tests). • Own the testing backlog and execution: identify opportunities, develop hypotheses, prioritize tests. • Create test strategies and briefs. • Build WISYWIG no-code tests in web experimentation platform. • Manage execution from concept to readout. • Partner with SEO/AEO, UX, Content, Creative, Analytics, and Paid teams to ensure optimization efforts are aligned with discovery, design, and brand guidelines. • Use web and journey analytics, swimlane analysis, and user research to uncover friction points and growth opportunities, generate high value testing plans, and prioritize opportunities based on impact. • Use behavioral signals (drop-off, hesitation, rage clicks, form friction) to diagnose UX issues and design meaningful tests. • Support identification and rollout of personalization use cases, including audience segmentation and next-best-action recommendations. • Apply UX and conversion best practices (clarity, friction reduction, trust signals, information hierarchy, cognitive load) to identify and prioritize optimization hypotheses. • Translate insights into clear recommendations. • Contribute to scaling optimization practices, testing wins, templates, and playbooks across the university portfolio. • Socialize results, learnings, and best practices across internal teams. • Support test planning and execution of site migrations as needed. • Leverage AI to accelerate and facilitate the testing process from ideation to results measurement and scaling.