Remote Itsm Analyst Jobs in Baltimore, MD (NOW HIRING)

CWS is pursuing the CMS Marketplace Service Desk (MSD) opportunity. The MSD supports the Center for Consumer Information and Insurance Oversight (CCIIO) by providing technical assistance to issuers, agents and brokers, Application Development Organizations (ADOs), state agencies, and other Affordable Care Act (ACA) Marketplace stakeholders.
The Marketplace Domain SME is a key position responsible for providing deep subject matter expertise in the ACA Health Insurance Marketplace, Qualified Health Plan (QHP) certification, and CCIIO program operations. This individual will serve as the resident domain authority for our MSD team - ensuring service desk operations, knowledge management content, training curricula, and stakeholder communications reflect accurate, current Marketplace policy and regulatory knowledge.
Key Tasks & Responsibilities
Marketplace Domain Expertise and Advisory

• Serve as the MSD team's primary subject matter authority on ACA/ Patient Protection and ACA (PPACA) policy, regulation, and CCIIO program operations

• Monitor and interpret annual Notice of Benefit and Payment Parameters (NBPP), plan year guidance, and CCIIO policy updates; 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

Knowledge Management

• Lead development and maintenance of the MSD knowledge base, ensuring accuracy and currency of articles and related materials

• Author and review Tier 1-3 resolution guides, Standard Operating Procedures (SOP), 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 AI/automation tools team to ensure triage bots and self-service content accurately reflect current Marketplace guidance

Training and Staff Development

• Design and deliver Marketplace domain training and mentorship for MSD Customer Service Representatives and Senior Analysts onboarding and annually for plan year refreshers and surge-readiness training materials

Stakeholder and Account Management Support

• Support 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

Education & Experience
Education

• Bachelor's degree required in health policy, public administration, public health, business administration, information technology, or a related field

Experience

• Minimum 5 years of direct experience supporting CMS CCIIO Marketplace operations, QHP certification, issuer relations, or ACA plan management

• Direct experience on the CMS Marketplace Service Desk (MSD) or a closely adjacent CCIIO program

• Demonstrated expertise in QHP certification processes, including HIOS/MPMS submission workflows, plan management requirements, and issuer compliance obligations

• Experience developing or maintaining knowledge management content, SOPs, or training materials in a federal help desk or program support environment

• Excellent written and verbal communication skills; experience preparing federal deliverables, briefings, or policy documents

Technical Knowledge

• In-depth knowledge of HIOS (Health Insurance Oversight System), MPMS (Marketplace Plan Management System), and/or SERFF as used in the QHP certification process

• Familiarity with CMS Marketplace Quality Initiatives: Quality Rating System (QRS), QHP Enrollee Survey, and Quality Improvement Strategy (QIS)

• Working knowledge of ACA/PPACA statute, associated federal regulations, and annual CCIIO guidance documents

• Understanding of CCIIO stakeholder ecosystem

Preferred Qualifications

• Prior key personnel designation on a CMS or federal health IT service desk contract

• Experience with ITSM platforms (ServiceNow or equivalent) in a federal service desk environment

• Experience with AI-assisted knowledge management tools or chatbot/virtual agent content development

• Established relationships within the CCIIO/Marketplace contractor or federal program community

Certifications

• PMP, ITIL Foundation, or equivalent project/service management certification preferred

Security Clearance

• Must be able to obtain a federal Public Trust, Moderate Background Investigation (MBI), or higher clearance

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

• Remote / Telework with occasional work at CMS CCIIO (Baltimore, MD)

• Ability to work Eastern Time Zone hours, including flexible scheduling during open enrollment surge periods (October-January)

• Potential travel for meetings to locations throughout Baltimore, MD and/or Washington, DC areas

$145,000 - $205,000 a year
The offered rate will be based on the selected candidate's knowledge, skills, abilities and/or experience and in consideration of internal parity. The posted range is appropriate for a typical candidate meeting, at a minimum, all the core requirements of the position.
Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected].
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.