Job Family: Management Consulting Travel Required: Up to 10% Clearance Required: Ability to Obtain Public Trust What You Will Do: The Senior Consultant – Customer Engagement & Delivery serves as a trusted client partner and primary point of coordination for projects focused on payments, financial operations, shared services, and mission-critical business systems. This role supports clients through complex transformations by guiding transition planning, managing stakeholder engagement, tracking issues and resolutions, and coordinating cross-functional delivery teams to ensure successful outcomes. The Senior Consultant is responsible for: - Serving as the client-facing engagement delivery support for assigned federal agencies or programs, acting as the central coordination point between government stakeholders, delivery teams, and solution partners. - Developing, coordinating, and sustaining strong working relationships across customer stakeholders, including program leadership, financial management, IT, and operations stakeholders. - Maintaining a deep understanding of the customer’s mission, strategic objectives, operating environment, and constraints, and serving as an internal point of expertise on the client account. - Building relationships with senior leadership to strategically position programs and initiatives in support of agency-wide goals and priorities. - Monitoring and assessing customer satisfaction, expectations, and perceptions, proactively addressing gaps and opportunities for improvement. - Collaborating across internal business lines and delivery teams to leverage expertise, promote innovation, reduce execution risk, and align solutions to client needs. - Promoting a customer-centric delivery model by integrating agency requirements into service design, operating models, and technology solutions. - Developing strategic account artifacts including account plans, customer profiles, executive briefings, governance updates, and performance reports. - Participating in or leading cross-functional and inter-agency teams, special initiatives, and working groups to represent the customer perspective. - Remaining current on federal payment systems, financial operations, shared services, and regulatory standards, identifying opportunities where expertise can add value. - Contributing to account strategy development, including defining goals, success metrics, and improvement initiatives aligned to customer and program outcomes. - Identifying and supporting new opportunities by working with subject matter experts to design innovative, scalable, cost-effective, and sustainable solutions. - Applying payments, financial systems, shared services, or enterprise IT project experience to resolve complex issues related to system integration, validation, data quality, security, and compliance. What You Will Need: - Minimum of three (3+) years of relevant professional experience. - Bachelor’s degree from an accredited university OR in lieu of a bachelor’s degree, seven (7) years of experience, with at least five (5) years in a relevant subject area. - Experience supporting federal government payment programs, preferably involving financial operations, payments, shared services, or enterprise systems. - Account and stakeholder management skills, including managing complex client relationships and navigating multi-stakeholder environments. - Strong analytical skills, with the ability to assess operational challenges, synthesize data, and develop practical recommendations. - Project delivery and coordination skills, including tracking issues, risks, actions, schedules, and dependencies. - Exceptional written and verbal communication skills, including executive-level briefings and client-ready documentation. - Strong relationship-building skills across technical, operational, and executive audiences. - Demonstrated ability to manage conflict, resolve issues, and facilitate consensus in complex environments. - Proven problem-solving skills, including root cause analysis and solution development. - Ability to clearly explain complex technical, financial, or operational topics to non-technical stakeholders and senior leadership. - Experience operating in highly regulated environments, with an understanding of federal governance, oversight, and compliance expectations. What Would Be Nice To Have: - Experience with federal payments programs, financial management systems, shared services, or government-wide platforms. - Familiarity with payment operations, fraud risk, internal controls, reporting, or oversight requirements. The annual salary range for this position is $98,000.00-$163,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs. What We Offer: Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Benefits include: - Medical, Rx, Dental & Vision Insurance - Personal and Family Sick Time & Company Paid Holidays - Position may be eligible for a discretionary variable incentive bonus - Parental Leave and Adoption Assistance - 401(k) Retirement Plan - Basic Life & Supplemental Life - Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts - Short-Term & Long-Term Disability - Student Loan PayDown - Tuition Reimbursement, Personal Development & Learning Opportunities - Skills Development & Certifications - Employee Referral Program - Corporate Sponsored Events & Community Outreach - Emergency Back-Up Childcare Program - Mobility Stipend About Guidehouse Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation. Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco. If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation. All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process. If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties. Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.

• Serve as the initial point of contact for helpdesk support across the organization on a daily basis. • Manage employee onboarding across core tooling including Okta, Google Workspace, Jamf, and Slack. • Administer and maintain MDM solutions across Mac and PC endpoints including Jamf and AirWatch. • Collaborate with the Sr. Manager of IT & Security to support infrastructure improvements and tooling projects. • Maintain and contribute to internal IT documentation and knowledge base. • Support user access management and provisioning through identity and access management tools. • Assist with security and compliance initiatives including SOC2 as needed. • Promote a collaborative, inclusive, and approachable IT culture across the organization.

• Diagnose and resolve technical issues, including but not limited to branch video and phone systems, access issues across multiple platforms, and data connectivity for remote users. • Deliver high-quality support via phone, guiding users through technical solutions while following a structured knowledge base. • Handle password resets, "how-to" questions, and general inquiries about supported systems. • Identify, document, and analyze trends to support effective problem resolution and prevent recurrence. • Assess and prioritize work based on severity, urgency, and impact. • Follow escalation protocols to ensure unresolved issues are addressed promptly. • Maintain detailed and accurate records of daily activities, system functions, and user interactions. • Assist with additional tasks as assigned.

• Provide advanced technical support for media and television systems • Troubleshoot complex issues involving commercial TVs, media distribution systems, set-top boxes, and streaming devices • Serve as a technical escalation point for Tier 1 agents • Diagnose system-level issues involving network connectivity, device firmware, and media platform configurations • Coordinate with engineering or technical teams to resolve advanced issues • Provide detailed documentation of troubleshooting processes and solutions • Assist in improving support processes and knowledge base documentation