Role Description We are looking for a personable, organized Customer Operations Specialist to serve as the first point of contact for our customers across phone and email. This role combines front-line service and support with billing assistance and training coordination, and is ideal for someone who enjoys variety, communicates clearly, and takes pride in keeping things on track. - Customer Service & Communication: - Answer inbound customer phone calls and email inquiries promptly and professionally, escalating complex issues to the appropriate teams when needed. - Document every customer interaction in Zendesk (or comparable ticketing system), track open items, and follow up to ensure timely resolution. - Surface recurring questions and issues to help improve self-service resources and reduce repeat contacts. - Billing & Account Support: - Assist customers with billing inquiries, including charges, invoices, payment status, and account balances. - Walk customers through the customer portal to add or update payment methods, troubleshooting issues as they arise. - Provide details on current products, pricing, and contract terms, and process changes such as adding or removing products, upgrades, downgrades, and cancellations in line with company policy. - Training Coordination & Calendar Management: - Maintain trainer calendars in Outlook, Zoom, and Calendly, ensuring meeting links, time zones, and availability are accurate and conflict-free. - Send Calendly scheduling links to customers so they can book their own training sessions, and provide confirmations, prep materials, and follow-up communications as needed. - Track attendance and feedback to support a smooth training experience. - Collaboration & Internal Support: - Work closely with sales, billing, training, and product support teams to ensure customer needs are met end-to-end. - Represent the customer’s perspective in internal discussions and support cross-departmental projects as assigned. Qualifications - Experience in a customer service or customer support role, including phone and email support. - Hands-on experience with a help desk or ticketing system such as Zendesk, Freshdesk, or ServiceNow, including triage, tagging, and reporting basics. - Working knowledge of Outlook, Zoom, and Calendly (or similar scheduling tools). - Comfort handling billing-related conversations, including payment methods, contract details, and cancellations. - Proficiency with Microsoft Office and the ability to learn new web-based tools quickly. - Strong written and verbal communication, attention to detail, and ability to manage multiple open items independently. Requirements - Experience with Salesforce or a comparable CRM platform. - Experience using Microsoft Copilot or other AI tools to support day-to-day work. - Experience supporting a SaaS or subscription-based business model. - Background in scheduling, training coordination, or operations support. - Familiarity with customer portals or self-service billing platforms (e.g., Stripe, Chargebee, Recurly). - Experience de-escalating difficult customer conversations with empathy and professionalism. Benefits - Flexible and autonomous work environment. - Support from teammates and leaders committed to your growth. - Opportunities to collaborate, challenge each other, and share knowledge.

• Own and support interview scheduling across teams, levels, time zones, and interview formats, ensuring candidates and interviewers have a smooth and timely experience. • Serve as a forward-facing representative of the Talent Acquisition team by providing clear, warm, and professional communication to candidates, hiring managers, and interview panelists. • Maintain accurate and complete candidate, requisition, interview, and hiring process data in Ashby, helping ensure the system remains clean, reliable, and easy for the team to use. • Support general recruiting logistics, including interview coordination, calendar management, candidate communications, interview prep materials, and day-of interview troubleshooting. • Help manage the contractor hiring process, including intake coordination, workflow tracking, stakeholder follow-up, and handoffs with the appropriate internal partners. • Assist with job posting and requisition administration, ensuring roles are accurately reflected across Ashby, the careers site, and relevant job boards. • Support recruiting process improvement and Talent program logistics, including maintaining workflows, templates, interviewer training tracking, and Quality of Hire data, while helping create a smoother experience for candidates and internal partners. • Manage select junior-level searches, including Support, Operations, Intern, and other early-career roles, ensuring a consistent, organized, and high-quality hiring process from intake through offer. • Act as a recruiting partner for high-volume or junior-level hiring needs by supporting hiring manager alignment, candidate communication, interview logistics, process follow-through, and candidate experience. • Support offer and pre-onboarding logistics as needed, partnering with recruiters and HR partners to ensure a seamless candidate transition. • Contribute to ad hoc Talent Acquisition projects that improve operational excellence, candidate experience, data accuracy, and team efficiency.

Oversee operational structure and process management within Shared Resources, coordinate production efforts, and ensure alignment with financial and legal teams while fostering collaboration and continuous improvement in a scientific environment.

Title: NIAID Power Platforms Operations Manager Location: Any Location / Remote Remote Full Part/Time: Full time Job Req: RQ221588 Job Description: Type of Requisition: Regular Clearance Level Must Currently Possess: None Clearance Level Must Be Able to Obtain: None Public Trust/Other Required: MBI (T2) Job Family: Administration Job Qualifications: Skills: Microsoft Azure, Microsoft Power Platform, Microsoft SharePoint Certifications: None Experience: 7 + years of related experience US Citizenship Required: No Job Description: Operations Manager responsible for overseeing day-to-day platform administration, maintenance, operational support, and service delivery for NIAID's Enterprise Collaboration and Power Platform environments. This includes responsibility for SharePoint On-Premises, SharePoint Online/M365, Power Platform, Azure API Management, and associated operational workflows. The role ensures secure, compliant, efficient, and scalable operations aligned with NIH/NIAID requirements.. Key Responsibilities SharePoint On-Prem & Online Operations - Manage Central Administration settings, services, accounts, and backup/recovery operations. - Automate administrative tasks using PowerShell and conduct regular system health checks using SharePoint Health Analyzer. - Apply feature packs and cumulative updates; oversee system integrity, performance, and disaster recovery planning. - Manage site collections, external sharing settings, app catalogs, site lifecycle, and content migrations (SPMT or equivalent). - Oversee configuration of tenant-level settings within the SharePoint Admin Portal. Power Platform Administration - Manage environments (Dev/Test/Prod), security roles, permissions, and DLP policies via Power Platform Admin Center. - Implement and maintain ALM/CI/CD processes, source control practices, solution deployments, and environment strategies. - Deploy and maintain the CoE Starter Kit; provide audit, analytics, and performance monitoring. - Support citizen developers and uphold shared governance frameworks. Azure API Management - Configure API gateways, policies (authentication/authorization/rate limiting), versioning, documentation, and integrations. - Monitor API performance via Azure Monitor and Application Insights, analyzing and optimizing performance. Maintenance & Support - Ensure timely and effective maintenance of supported applications to meet performance and availability requirements. - Perform root-cause analysis, incident tracking, outage notifications, and trend reporting. - Maintain SOPs and ensure all operational documentation is current within the Knowledge Base. - Support license and service agreement management, change management, configuration management, and O&M lifecycle processes. Required Experience - 7-12 years of platform administration, enterprise collaboration, or M365/Power Platform operations experience. - 5-8+ years of technical team leadership or IT operations management experience - Demonstrated experience supporting enterprise-scale Microsoft platforms including: M365, SharePoint, Power Platform, Dynamics 365, and Azure identity/integration/monitoring services. - Experience coordinating with Government stakeholders and managing contractor staff to meet task order requirements. Required Technical Sklills - SharePoint Server (On-Prem) administration including PowerShell automation, updates, disaster recovery. - SharePoint Online and M365 tenant administration. - Power Platform ALM, security, DLP, environment strategy, CoE Starter Kit deployment. - Azure API Management configuration and operational monitoring. - Familiarity with SPFx, JavaScript/TypeScript, Node.js, React, Power Fx, and Microsoft 365 integrations. Required Certifications - PL-200 or PL-600 (Power Platform Administration) - PL-400 (Power Platform Development) - MS-102 (M365 Administration) - AZ-104 (Azure Integration Administration) - CompTIA Security+ (or equivalent DoD 8570/8140 certification) - ITIL 4 Foundation (End User Support) The likely salary range for this position is $113,347 - $153,353. 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: Less than 10% Telecommuting Options: Hybrid 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.