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Technical Support and User Engagement Contract Lead
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CALIBRE Systems Inc
Alexandria, VA (In Person)
Full-Time
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Job Description
Technical Support and User Engagement Contract Lead 5406 CALIBRE Systems, Inc., an employee-owned mission focused solutions and digital transformation company, is looking for a highly motivated leads execution of technical support, user engagement, and governance activities to ensure high-quality service delivery and compliance with federal requirements. Responsibilities include, but are not limited to:
- Oversee execution of user engagement, technical support, and governance-related tasks
- Lead coordination of Data Use Agreement (DUA) lifecycle management, tracking, and compliance activities
- Direct user support and technical assistance services including knowledgebases and helpdesk functions
- Guide development of training materials, webinars, and user engagement campaigns
- Support review of data access requests and ensure compliance with policies
- Oversee analytic output and disclosure review processes
- Ensure successful implementation of program website and communication tools
- Strong technical background in stakeholder engagement, data governance, and technical assistance
- Knowledge of federal compliance, privacy, and data access policies
- Strong verbal and written communication skills
- Experience managing workflows and user-facing support systems
Desired Experience and Skills:
- Bachelor's degree in Information Systems, Public Policy, Communications, or related field
- Experience developing user training programs and instructional materials
- Experience implementing DUA tracking or workflow systems
- Familiarity with website development and content management
- Experience managing user satisfaction programs and feedback systems
- CISM/CISSP, Customer Experience (CX) Certification
- At least 5 years of technical experience
- At least 2 years as a lead on projects of similar size and scope
- Experience supporting federal agency programs and Centers for Medicare & Medicaid Services (CMS) data environments
- Professional certifications commensurate with duties (e.