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Advisor, Systems Operations Manager (Remote in USA)
<span class="jobdescription"><p><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.</span></p> <p> </p><div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px"><b>Summary</b></h2> </div><div><p>The <strong>Advisor, Systems Operations Manager</strong> will lead and oversee system operations, application environments, and service management for a large-scale <strong>Medicaid Management Information System (MMIS)</strong> program. The role involves close collaboration with district stakeholders, vendors, infrastructure teams, architects, and database administrators. The candidate will be accountable for system health, operational readiness, and service performance, ensuring all service level agreements (SLAs) and key performance indicators (KPIs) are consistently met or exceeded.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px"><b>Your role in our mission</b></h2> </div><div><ul> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Act as the primary point of contact between the district and external vendors for contract compliance and project execution. </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Manage system-related activities and proactively identify, report, and mitigate project risks. </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Ensure the successful build-out, configuration, and deployment of system applications across all environments (Development, SIT, UAT, Training, Production). </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Oversee application installation, configuration, and verification through smoke testing. </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Coordinate with stakeholders to develop ongoing Operations and Maintenance strategies. </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Collaborate with the infrastructure team to ensure system performance aligns with SLA/KPI targets.</li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Partner with DBAs and architects to validate system configurations and database integrity. </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Direct DBA teams, assign priorities, and manage day-to-day operations related to system databases. </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Own and enforce service management processes, including Incident, Problem, Change Management, and Major Incident Management (MIM). </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Ensure clear escalation paths are followed from L1 through L5 with no gaps in accountability. </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Drive system observability and enable early issue detection and rapid response capabilities. </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Serve on the Account Leadership Team and participate in the Change Advisory Board (CAB). </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Assess operational readiness of all changes and exercise the authority to halt changes if needed. </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Maintain and enforce a comprehensive system/service ownership map, assigning clear primary and secondary owners. </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Lead efforts in root cause analysis (RCA) and ensure permanent corrective actions are implemented. </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Maintain close working relationships with GWT Tech Stack stakeholders, including CDL, Architects, IDLs, and ASOs. </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Ensure adherence to GWT tools, solutions, and service standards. </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Manage budgeted hours for system management and environment setups. </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Oversee business automation with the operations team, including nightly batch cycles. </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Represent system operations in client-facing discussions and serve as a backup to other System Managers as needed.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px"><b>What we're looking for</b></h2> </div><div><ul> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field. (Master’s or PMP preferred)</li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">10+ years of experience in systems management, or IT operation roles. Experience working in public sector or Medicaid environments. </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Hands-on experience with large-scale enterprise systems (preferably MMIS or similar healthcare platforms). Strong understanding of system observability and proactive monitoring tools.</li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Proven experience with ITSM, ITIL practices and strong understanding of service management frameworks. ITIL v4 Certification or equivalent. </li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">5+ years in technical and service delivery leadership roles.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><h2 style="font-size:1.0em;margin:0.0px"><b>What you should expect in this role</b></h2> </div><div><ul> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">This is a full-time permanent regular salaried (W-2) employee position.</li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Monday through Friday work schedule (40 hours per week).</li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Opportunities to travel through your work (0-10%)</li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Health (medical, dental, vision) benefits start on day 1 of employment.</li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Company match 401K and other benefits available within months of starting.</li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.</li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Company provided computer for work use.</li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">This is a remote position. For all remote positions employees' Broadband Internet connections should have a minimum speed of <em>24MBS download </em>and <em>8 MBS upload</em>. Greater speeds will of course provide better performance.</li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">Video cameras must be used during all interviews, as well as during the initial week of orientation if hired. The use of AI during interviews is prohibited.</li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">The hiring process for this position requires 3-4 video interviews. This requires you to have a video-enabled device to join a live MS Teams meeting. Also, you will only be contacted if you are selected for an interview and due to application volume, there may be no update that will be available between interviews.</li> <li style="line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">We will accept applications for this position until June 8, 2026.</li> </ul> <p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif"> </p> <p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">#LI-NB1</p> <p style="margin:0.0in 0.0in 8.0pt;line-height:115%;font-size:12.0pt;font-family:Aptos, sans-serif">#LI-REMOTE</p></div></div></div><p> </p> <p><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">The pay range for this position is <span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">$87,300 - $124,700</span> per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a <span style="color:#cb1ac6"><u><a style="color:#cb1ac6" href="https://jobs.gainwelltechnologies.com/content/benefits/?locale=en_US">401(k) employer match, comprehensive health benefits</a></u></span>, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.</span></p> <p> </p> <p><span style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our <span style="color:#cb1ac6"><a style="color:#cb1ac6" href="https://www.gainwelltechnologies.com/">company website</a></span> and visit our <span style="color:#cb1ac6"><a style="color:#cb1ac6" href="https://jobs.gainwelltechnologies.com/">Careers site</a></span> for all available job role openings.</span></p> <p> </p> <p><span style="font-size:8.0pt;font-family:arial, helvetica, sans-serif"><em style="font-style:italic">Gainwell Technologies <span style="color:#32363a">is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. <span style="font-size:8.0pt;font-family:arial, helvetica, sans-serif">Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.</span></span></em></span></p> </span>
