Role Description The Senior Technical Support Specialist provides product and technical support to Follett's customers, answering complex questions on function and usage of our products via telephone or email. Serves as primary liaison between company and customer. Possesses excellent knowledge of company products used by customers and associated technologies. Operates under general supervision. The role is integral to exceeding our customer's expectations by creating a positive experience with each customer interaction. This position primarily supports our Facilities product within our technology suite. Responsibilities - Resolves complex customer questions and issues via escalated tickets in the areas of system configuration/setup, product functionality, and general usage. - Documents resolution processes for escalated issues and serves as a resource for other support areas. - Identifies and pursues opportunities for mentoring and knowledge sharing. - Creates and updates Knowledge Base articles. - Partners with Training Services and Tier 3 by providing assistance in training as requested. - Partners with Development to research and perform root cause analysis on potential product bugs/defects. - Creates and delivers product-specific presentations to customers as needed. - May travel to customer sites to provide training and support during Go Live and other critical times during the school year. - Maintains strong, positive relationships between the company and customers during each interaction to support customer satisfaction and the company's goals. - Other duties as assigned. Qualifications - Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience. - 3-5 years’ experience in a technical support role, preferably in a SaaS or software environment. - Experience in customer service or client-facing roles. - Proven ability to analyze and resolve technical issues quickly and efficiently. - Strong diagnostic skills with a methodical approach to troubleshooting. - Strong attention to detail and organizational skills. - Ability to work under pressure and manage multiple priorities. - Willingness to learn new technologies and software. - Experience working in a collaborative environment, partnering with development and product teams. - Effective interpersonal and communication skills: excellent writing and verbal skills to clearly communicate solutions to customers. - Proficient PC and technical/software skills. Proficient in CRM software (e.g., Salesforce), Microsoft Office Suite, and general technical/software tools. Work Environment - This role is remote and only open to candidates currently located in the United States and able to work without sponsorship. - It requires a suitable space that provides a private and quiet workplace. - Work hours and schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. Physical Requirements - Perform tasks in a home office environment with frequent virtual meetings, communications, and interruptions, requiring effective time management and prioritization. - Prolonged sitting with sustained visual focus on digital screens, requiring the ability to interact at a typical working distance. - Frequent use of keyboard and mouse, involving repetitive hand movements and fine motor skills for typing, navigating, and handling materials. - Occasionally adjust position or move within the workspace to reach, retrieve, or access items, involving bending, twisting, or reaching, and occasionally lifting or carrying items weighing up to 10 pounds. - Travel requirements: Minimal (less than 10%). EEO Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to individuals with disabilities and disabled veterans. If you are interested in applying for employment and need assistance or an accommodation in the application process due to a disability, please contact us by email and let us know the nature of your request and your contact information. Email: recruiting@follettsoftware.com CCPA Notice for California Residents: Notice to California Applicants

• Provide email and live technical support to our enterprise customers. • Identify and reproduce product issues, perform QA, and submit formal bug reports or feature requests. • Collaborate closely with software developers, sales engineers, and technical account managers. • Work to streamline and improve various Support and Engineering processes and tools. • Ensure customers have a positive support experience during every interaction.

**Key Responsibilities** - Investigate and resolve complex application support issues escalated from Level 1 support teams. - Perform configuration changes, data fixes, and technical workarounds within agreed service levels (SLAs). - Collaborate with Level 3 support, Product, Engineering, and Technical Operations teams to resolve defects and enhancement requests. - Maintain accurate case records and provide regular customer updates throughout the support lifecycle. - Participate in incident, problem, and change management activities in line with ITIL processes. - Create and maintain knowledge base articles, troubleshooting guides, and support documentation. - Act as a technical subject matter expert during customer escalations and meetings where required. - Mentor and support Level 1 analysts to help build team capability and improve first-line resolution rates. - Assist the LiveOps team by writing and maintaining operational scripts and automation tasks where appropriate. - Troubleshoot issues relating to finance modules and associated integrations or workflows.

Title: Technical Support & User Engagement Project Manager Job Description: Responsibilities for this Position Location: Any Location / Remote Full Part/Time: Full time Job Req: RQ220636 Type of Requisition: Regular Clearance Level Must Currently Possess: None Clearance Level Must Be Able to Obtain: None Public Trust/Other Required: None Job Family: Program Delivery and Execution Job Qualifications: Skills: Analytics, Deliverables Management, Project Cost Management, Project Schedule Management, Record Linkage Certifications: None Experience: 5 + years of related experience US Citizenship Required: No Job Description: GDIT is seeking an experienced Technical Support & User Engagement Project Manager to oversee planning, coordination, and delivery of user support, DUA workflows, privacy, training, analytic output review, and reporting for a large National Institutes of Aging (NIA) data access and linkage initiative. This position works closely with NIA stakeholders to ensure that onboarding, governance reviews, user engagement, training, and program support services are delivered on time and aligned with requirements. How a Technical Support & User Engagement Project Manager Will Make an Impact Lead project management across technical support and user engagement workstreams, turning policy, data access requirements, governance, user needs and requirements into plans, schedules, and deliverables. Coordinate, communications, training, and metrics/reporting to support researchers using the NIA data enclave and linkage services. - Develop and maintain project plans, schedules, milestones and budgets for DUA workflows, privacy board coordination, user support, training, documentation, and reporting. - Manage day-to-day execution across program support workstreams, tracking progress, risks, and issues, ensuring timely completion of key deliverables. - Serve as a primary liaison for user engagement and technical support, ensuring clear communication with federal stakeholders, researchers, and technical teams. - Organize and facilitate user engagement and governance meetings, prepare agendas, capture decisions, and manage action items to closure. - Monitor operational performance using dashboards and metrics, tracking user support responsiveness, DUA turnaround times, training completion, disclosure review volumes, and satisfaction indicators; drive corrective or preventive actions as needed.. - Support all DUA-related workflows, including intake, amendments, non-federal DUAs, requirements tracking, and privacy-related approvals. - Coordinate development of training materials, webinars, masking instructions, user guides, onboarding documentation, and compliance resources that help researchers understand policies and required workflows. - Support analytic output and disclosure review workflows by organizing automated and manual review tasks, coordinating reviewer assignments, tracking timelines, and ensuring compliant documentation. - Capture lessons learned, standardize templates, and proposing process enhancements to improve user experience and throughput. - Assist with project-level planning and execution of study closeout and transfer requirements, including documentation, activity tracking. - Support public-facing website content planning and updates by coordinating documentation, user guidance, training content, and program announcements. What You'll Need to Succeed - Bachelor's degree in public health, health services research, information systems, project management, public administration, or a related discipline. - 5+ years of relevant experience - Experience with CMS Accrual Data. - 3+ years of technical experience providing technical assistance and communicating with grantees. - 2+ years of experience on projects of comparable size and scope - Possess knowledge of federal communication policies. - Current professional certifications (PMP, CISSP, CISM, SANS GSNA) - Demonstrated experience managing projects in federal research, health, or health research environments, involving complex intake, coordination, and policy or governance workflows. - Strong understanding of project management practices, including scope, schedule, risk, stakeholder management, documentation, and reporting in a federal program context. - Ability to collaborate effectively with technical, policy, and user support teams, translating program goals and policies into executable project plans and resource needs. - Experience working with federal data access, privacy, and governance workflows in close coordination with technical and policy leads, including DUAs, privacy board processes, and compliance approval pathways. - Excellent organizational skills, with proven ability to manage multiple concurrent workstreams and deadlines across diverse operational areas. - Strong written and verbal communication skills in English, including preparing clear status reports, stakeholder communications, training materials, and government-ready documentation. - Ability to obtain and maintain a Public Trust or higher and authorization to work in the United States. Work visa sponsorship will not be provided for this position. - Work will be performed during regular business hours, East Coast time - Travel at 10-25% to support on-site collaboration primarily in the DC Metro area. Preferred - 5+ years of experience managing projects involving federal research programs, data access or sharing programs, or health services research operations, including significant stakeholder engagement and training/technical assistance components. - Prior experience supporting HHS agencies on data access, data sharing, or real-world data initiatives, particularly in aging or health services research. - Familiarity with DUA lifecycles, governance reviews, disclosure review processes, program metrics, and workflows for secure research environments. - 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 $122,274 - $165,430. 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