• Provide high-quality customer support and deliver seamless software integrations across client environments. • Work closely with customers, internal development teams, and third-party vendors to ensure successful deployment, configuration, and ongoing optimization of enterprise software solutions. • Troubleshoot and resolve issues related to software functionality, user access, and system configuration. • Escalate complex incidents to development or technical teams and monitor progress through resolution. • Document issues, root causes, and solutions in the support ticketing system. • Educate clients on product features, updates, and best practices through documentation, webinars, and virtual meetings. • Gather and analyze client integration requirements. • Install, configure, and integrate software solutions with client systems and third-party platforms. • Collaborate with development teams to design, test, and validate new integrations. • Create and maintain business and technical documentation for deployment and integration processes. • Provide post-implementation support and optimize system performance. • Serve as the technical liaison between clients, internal teams, and external vendors. • Support the sales team by providing technical input during pre-sales discussions. • Share customer feedback with product and engineering teams to guide future enhancements. • Maintain and manage software configuration across integrated environments. • Contribute to project analysis and delivery activities when needed. • Identify opportunities to streamline support processes and improve customer satisfaction. • Stay current with emerging technologies, integration methods, and support best practices. • Participate in ongoing training to strengthen product and technical knowledge.

• Actively improve the customer experience; • Work with clients and their employees to identify problems and advise on the solution; • Recreate, troubleshoot and independently investigate reported issues; • Collaborate with development teams, identify errors and report bugs via internal helpdesk; • Master the support channels: Ventrata Chat, Slack and Helpdesk; • Help with client onboarding and uploading data to our systems; • Supporting internal teams with tasks beyond the job description.

• Configure and integrate new acquirers and payment providers into the payment orchestration environment; • Set up provider credentials, API access, routing logic, and payment methods within the platform; • Create and maintain merchant accounts, ensuring accurate onboarding and production readiness; • Guide merchants through technical go-live processes, including API integration and payment setup validation; • Advise clients on the most suitable integration models, including Host-to-Host (H2H), hosted payment pages, and API-based solutions; • Act as the primary technical contact for merchants after launch, handling integration-related incidents and operational support; • Troubleshoot payment processing issues, webhook failures, routing inconsistencies, tokenisation challenges, and 3DS-related errors; • Collaborate with payment providers and external partners to resolve technical incidents and minimise downtime; • Monitor live integrations and proactively identify anomalies, performance risks, or configuration issues; • Maintain clear technical documentation covering integrations, workflows, recurring issues, and support procedures.

Title: Technical Support & User Engagement Contract Lead Job Description: Job ID Number RQ220635 Washington, District of Columbia, US Category Project/Program Management Employment Type Full Time Business Unit GDIT Responsibilities for this Position Location: Any Location / Remote Full Part/Time: Full time Job Req: RQ220635 Type of Requisition: Regular Clearance Level Must Currently Possess: None Clearance Level Must Be Able to Obtain: None Public Trust/Other Required: BI Full 6C (T4) Job Family: Program Delivery and Execution Job Qualifications: Skills: Collaboration, Data Management, Data Quality Management, Deliverables Management, Stakeholder Management Certifications: None Experience: 5 + years of related experience US Citizenship Required: No Job Description: GDIT is seeking an experienced Data Linkage Technical Support & User Engagement Contract Lead to manage the full lifecycle of user engagement, training, DUA processing, privacy workflows, analytic output review, documentation, and program assessment activities for a large federal data access and linkage initiative. This role ensures that technical assistance, user support, governance workflows, and training services are delivered consistently, efficiently, and in alignment with federal requirements and the needs of the program. The Technical Support & User Engagement Contract Lead works closely with the program, technical teams, partners, researchers, and federal customers. How a Data Linkage Operations Lead Will Make an Impact - 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. - Lead transition-related activities including transfer of content, user support materials, tools, and documentation to ensure operational continuity. What You'll Need to Succeed - 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. Work visa sponsorship will not be provided for this position. - Work will be performed during regular business hours, East Coast time - Willingness to travel 10-25% to support on-site collaboration in the DC Metro area. Preferred - Master's degree in a relevant field. - 7+ years of experience leading user support operations for federal data access or sharing programs, health services research programs, or large-scale research support initiatives. - Familiarity with end-to-end DUA lifecycles, governance reviews, and disclosure control in enclave or similar secure research environments. - Experience with metrics, dashboards, and KPIs for tracking program performance, researcher demand, and operational throughput for data linkage. - Prior work with federal health or research agencies on data access, linkage, or real-world data initiatives. - Washington, DC metropolitan area preferred GDIT is Your Place At GDIT, the mission is our purpose, and our people are at the center of everything we do. - Growth: AI-powered career tool that identifies career steps and learning opportunities. - Support: An internal mobility team focused on helping you achieve your career goals. - Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off. - Flexibility: Full-flex work week to own your priorities at work and at home. - Community: Award-winning culture of innovation and a military-friendly workplace. #GDITFedHealthJobs The likely salary range for this position is $158,855 - $214,921. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. Scheduled Weekly Hours: 40 Travel Required: 10-25% Telecommuting Options: Remote Work Location: Any Location / Remote Additional Work Locations: Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee's date of hire. The 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. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most. We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology. Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans PI284744173