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Computer World Services

Mission-critical IT services for government

Marketplace Domain Subject Matter Expert - SME

Customer Education & TrainingConfirmed live in the last 24 hours
Full-timeBaltimore, MD, USA$145k - $205k /yrRemote

About the Job

Requirements

  • A bachelor's degree in health policy, public administration, public health, business administration, information technology, or a related field is required.
  • At least five years of direct experience supporting CMS CCIIO Marketplace operations, QHP certification, issuer relations, or ACA plan management is required.
  • Direct experience on the CMS Marketplace Service Desk or a closely adjacent CCIIO program is required.
  • Demonstrated expertise in QHP certification processes, including HIOS/MPMS submission workflows, plan management requirements, and issuer compliance obligations is required.
  • Experience developing or maintaining knowledge management content, standard operating procedures, or training materials in a federal help desk or program support environment is required.
  • Written and verbal communication skills and experience preparing federal deliverables, briefings, or policy documents are required.
  • In-depth knowledge of HIOS, MPMS, and/or SERFF as used in the QHP certification process is required.
  • Familiarity with CMS Marketplace Quality Initiatives, including the Quality Rating System, QHP Enrollee Survey, and Quality Improvement Strategy, is required.
  • Working knowledge of ACA/PPACA statute, associated federal regulations, and annual CCIIO guidance documents is required.
  • Understanding of the CCIIO stakeholder ecosystem is required.
  • Must be able to obtain a federal Public Trust, Moderate Background Investigation, or higher clearance.
  • Ability to work Eastern Time Zone hours, including flexible scheduling during open enrollment surge periods from October through January.

Responsibilities

  • Serve as the MSD team's primary subject-matter authority on ACA/PPACA policy, regulation, and CCIIO program operations.
  • Monitor and interpret annual Notice of Benefit and Payment Parameters, plan year guidance, and CCIIO policy updates, and brief operations staff on changes affecting MSD scope.
  • Provide expert guidance on QHP certification cycle requirements, issuer obligations, and CMS-issuer relationship management.
  • Support Tier 2 and Tier 3 escalation resolution for complex policy, regulatory, and plan management inquiries.
  • Lead development and maintenance of the MSD knowledge base, ensuring the accuracy and currency of articles and related materials.
  • Author and review Tier 1–3 resolution guides, standard operating procedures, and escalation playbooks for Marketplace-specific issue categories.
  • Ensure knowledge base content reflects current plan year policies, system changes, and issuer/agent-broker guidance.
  • Coordinate with the AI/automation tools team to ensure triage bots and self-service content accurately reflect current Marketplace guidance.
  • Design and deliver Marketplace domain training and mentorship for MSD Customer Service Representatives and Senior Analysts during onboarding and annually for plan year refreshers and surge-readiness training.
  • Support the Account Manager in issuer communications, onboarding, and annual QHP certification cycle outreach.
  • Contribute domain expertise to CMS-facing deliverables, including monthly reports, escalation summaries, and continuous improvement recommendations.
  • Assist in preparing CMS briefings on Marketplace issue trends, emerging policy questions, and stakeholder feedback patterns.

Desired Qualifications

  • Prior key personnel designation on a CMS or federal health IT service desk contract is preferred.
  • Experience with IT service management platforms such as ServiceNow in a federal service desk environment is preferred.
  • Experience with AI-assisted knowledge management tools or chatbot/virtual agent content development is preferred.
  • Established relationships within the CCIIO/Marketplace contractor or federal program community are preferred.
  • PMP, ITIL Foundation, or an equivalent project/service management certification is preferred.

About the Company

Computer World Services

Mission-critical IT services for government

Computer World Services provides IT services and support to the Federal Government, focusing on mission-critical and enterprise needs. Its offerings include IT operations and maintenance, systems architecture and engineering, cloud solution services, agile software development, call center outsourcing, and cybersecurity. The company works by delivering a range of services through a staff of 400+ across 20+ federal customers worldwide, pairing hands-on operations with engineering, cloud, and security capabilities to meet government missions. It differentiates itself through formal quality and process certifications (ISO 9001:2015 and CMMI-DEV Level 3) and a track record of ongoing process improvement. The company’s goal is to provide reliable, secure, and scalable IT support and development to federal agencies, ensuring mission success and continual performance improvement.

Company size
201-500
Company stage
Not listed
Total funding
Not listed
Headquarters
Falls Church, VA
Founded
1990

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