---
title: 'Marketplace Domain Subject Matter Expert (SME) at Computer World Services'
canonical: 'https://feeny.ai/job/marketplace-domain-subject-matter-expert-sme-computer-world-services-baltimore-xb8vwmdq2tzh'
type: 'job'
last_seen: '2026-09-13'
---

# Marketplace Domain Subject Matter Expert (SME) at Computer World Services

- **Company:** Computer World Services
- **Location:** Baltimore, MD
- **Compensation:** $145k–$205k
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-05-28
- **Last confirmed live:** 2026-09-13
- **Apply:** https://jobs.lever.co/cwsc/e44544db-5608-4ecd-a9ac-1da9ebc5b031

## Job description

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

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 hr@cwsc.com.

## About Computer World Services

## Company Overview
- **One-liner**: Computer World Services Corp. (CWS) is a privately held IT services provider that delivers enterprise-wide solutions, digital transformation, and cybersecurity support to U.S. Defense and Civilian federal agencies.
- **Entity Type**: Private (Bootstrapped)
- **Headquarters**: Washington, D.C., USA (also has offices in Fairview Heights, IL; Falls Church, VA; St. Louis, MO; and Scott AFB, IL)
- **Founded**: 1990
- **Founders**: Frank Hameed (President and CEO)

## Core Business
- Primary industry/industries: Information Technology (IT) services, federal government contracting, cybersecurity, digital transformation.
- Target customers: U.S. federal government (Defense and Civilian agencies) – strictly B2G (Business-to-Government).
- Mission or purpose statement: Not explicitly stated, but the company emphasizes delivering “quality, value, and technological innovation” with a commitment to integrity and excellence in service delivery.

## Products & Services
- **Enterprise IT Solutions**: Full lifecycle IT support including network operations, systems administration, help desk, and infrastructure management.
- **Cybersecurity Services**: Cybersecurity operations, CSSP (Cybersecurity Service Provider) engineering and team leadership, threat monitoring, and compliance.
- **Digital Transformation & Process Optimization**: Modernization of legacy systems, cloud migration, and business process re-engineering for federal clients.
- **DevSecOps**: Integration of security into development and operations pipelines, including software development and application/web support.

All offerings are delivered as services (IT services, managed services, consulting) rather than SaaS or hardware products.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company).
- **Key Metric**: Total employees: ~400 (as of latest data). Revenue not publicly available.
- **Notable Investors/Partners**: No external investors listed; the company was founded organically by Frank Hameed. Key partners are federal agencies (DoD, civilian departments).
- **Growth Signals**: Talent footprint has expanded across 19 states and 140 cities. The company supports 100% remote and hybrid work models. Consistently high ratings in federal programs.

## Competitive Advantages
- **30+ Years of Federal Experience**: Deep understanding of government contracting, compliance, and security requirements.
- **Proven Track Record**: Recognized for consistent performance and high ratings in federal programs (e.g., past performance ratings).
- **Flexible Workforce**: Ability to deploy talent across CONUS and OCONUS, with a mix of on-site, hybrid, and remote roles.
- **Employee-Focused Benefits**: Competitive benefits package (see below) and a culture that supports work-life balance.

## Strategic Focus
- **Current Priorities**: Continue serving Defense and Civilian federal customers by expanding IT, cybersecurity, and digital transformation capabilities. Leverage a remote/hybrid talent model to attract skilled professionals nationwide.
- **Direction for Growth**: Likely organic growth through contract wins and recompete wins; no indication of M&A or external funding.

## Why Work Here
- **Culture Highlights**: Collaborative, mission-driven environment supporting national security and federal operations. Emphasis on integrity and excellence.
- **Remote/Hybrid/Office Policy**: Hybrid workspace – employees engage in a combination of remote and on-site work. Many roles are fully remote; on-site positions exist at government facilities (e.g., Scott AFB, IL; Washington, D.C.).
- **Notable Perks & Benefits** (from [cwsc.com/employee-benefits](https://cwsc.com/employee-benefits/)):
  - Medical, dental, and vision plans (United Healthcare)
  - 15 days PTO accrued from day one + 11 company holidays
  - Tuition reimbursement up to $5,000 per year
  - 401(k) with 4% company match (Safe Harbor, 100% vested immediately)
  - Short & long-term disability (100% employer-paid)
  - Company-paid basic life and AD&D insurance
  - Flexible spending accounts (FSA) and Health Savings Accounts (HSA)
  - Commuter benefits (pre-tax transit and parking)
  - Employee Assistance Program
  - Generous parental leave (from Built In)
- **Engineering Culture**: Focus on cybersecurity, network operations, DevSecOps, and systems engineering. Use of AI in hiring process (applicants are informed). Strong support for professional development via tuition reimbursement.

## Sources
1. [cwsc.com – Home](https://cwsc.com/)
2. [cwsc.com – Careers](https://cwsc.com/careers/)
3. [cwsc.com – Employee Benefits](https://cwsc.com/employee-benefits/)
4. [jobs.lever.co/cwsc – Current Openings](https://jobs.lever.co/cwsc)
5. [builtin.com – Computer World Services Corp. Profile](https://builtin.com/company/computer-world-services-corp)

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