Technical Support and User Engagement Contract Lead

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.

Responsibilitiesinclude, 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

Required Skills

·       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

required Experience

·       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.g., PMP or equivalent, CMMI, ITIL)