Tier 1 Help Desk Analyst

i360technologies, Inc.
Chesapeake, VA
On-siteCareer-pivot friendly

Who this role is best for

Geared toward candidates comfortable with ticket documentation and user account administration, working in an on-site federal financial services environment.

Best fit for

  • Candidates with federal financial domain experience and strong ServiceNow documentation skills
    — “centralized user and application support for the client's Oracle Federal Financials help desk”
  • Individuals who can thrive in a structured, in-office help desk environment with fixed hours
    — “Work is performed within the FSC's normal help desk operating hours (6:00 am–9:00 pm ET, Monday–Friday)”
  • Professionals with a track record of triaging and escalating IT incidents effectively
    — “Triage incoming ServiceNow incidents, including categorization, research, and escalation of issues that cannot be resolved at Tier 1”

Things to consider

  • U.S. citizenship is a strict requirement, limiting eligibility to U.S. residents only
    — “U.S. citizenship required”
  • Limited telework potential due to on-site work arrangement and client approval constraints
    — “Onsite (limited telework with client approval)”
  • Candidates must be prepared for occasional work outside normal business hours
    — “occasional work outside normal hours (for example, maintenance weekends and month-end or year-end closing) may be required”

How to stand out

  • Highlight experience with Oracle Federal Financials and ServiceNow in your resume and interview responses
    — “Experience supporting Oracle E-Business Suite / Oracle Federal Financials users”
  • Emphasize your ability to document and categorize incidents accurately and efficiently
    — “Document all calls and requests for assistance in ServiceNow”
  • Showcase your data contribution skills, particularly in generating summary reports
    — “Contribute data to weekly and monthly ServiceNow summary reports”
  • Demonstrate familiarity with user account administration and application testing
    — “manages user accounts, and triages and escalates incidents in ServiceNow”
  • Stress your readiness to work on-site in Chesapeake, VA, as this is a core requirement
    — “this role is on-site at the client's Financial Service Center (FSC) in Chesapeake, VA”
Pace · SteadyCollaboration · MediumAutonomy · MediumDecision Impact · Individual

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • Providing centralized support for user accounts and applications
  • Triage and escalate incidents in ServiceNow
  • Contribute to weekly and monthly reports
Typical background
5+ years of help desk or application support experienceBachelor's degree in a related field

Skills & requirements

Required

Help Desk SupportUser Account AdministrationServicenowTicket Documentation

Preferred

Oracle E-business Suite / Oracle Federal Financials Support

Stack & domain

User Account AdministrationService NowOracle Ebs Help DeskHelp Desk AnalystUser Account ManagementService Now IncidentsService Now Summary ReportsTier 1 FunctionsAlmFinancial SystemAudit RequestsMeetingsInformationDocumentationDataHelp Desk SupportOracle E-business SuiteOracle Federal Financials UsersUser Account Access AdministrationService Now ExperienceCustomer ServiceWritten CommunicationHelp Desk

About the role

Original posting from i360technologies, Inc. via Greenhouse

CAREER OPPORTUNITY

Federal Financial Shared Service Center | Tier 1 Help Desk Analyst

Oracle EBS Help Desk

Help Desk Analyst | User Account Administration | ServiceNow

CLIENT

Federal Financial Shared Service Center

PROJECT

Oracle Federal Financials Operations Support

LOCATION

Chesapeake, VA

WORK

ARRANGEMENT

Onsite (limited telework with client approval)

U.S. WORK

AUTHORIZATION

U.S. citizenship required

SCHEDULE

Assigned shift within 6:00 am–9:00 pm ET, Monday–Friday; 40-hour week

EXPERIENCE

5+ years, or a Bachelor's degree in a related field

DEGREE

Bachelor's degree in a related field, or 5 years of related experience

The OpportunityAt i360technologies, we deliver business consulting and technology solutions that support the mission of federal agencies. We are seeking Tier 1 Help Desk Analysts to provide centralized user and application support for the client's Oracle Federal Financials help desk, operated as a shared service serving multiple agencies.

This role answers and resolves requests, manages user accounts, and triages and escalates incidents in ServiceNow. This role is on-site at the client's Financial Service Center (FSC) in Chesapeake, VA. Telework is limited and requires client approval, so this is an in-office role. Work is performed within the FSC's normal help desk operating hours (6:00 am–9:00 pm ET, Monday–Friday) on a typical 40-hour week; occasional work outside normal hours (for example, maintenance weekends and month-end or year-end closing) may be required.

What You Will DoProvide centralized support for the management and administration of user accounts.Track, answer, and resolve requests for assistance regarding applications, business processes, and payment status.Triage incoming ServiceNow incidents, including categorization, research, and escalation of issues that cannot be resolved at Tier 1.Document all calls and requests for assistance in ServiceNow.Contribute data to weekly and monthly ServiceNow summary reports and Tier 1 weekly telework statistics.Test applications used to support Tier 1 functions (ALM, ServiceNow, and the financial system).Support audit requests by participating in meetings and providing information, documentation, or data.Work an assigned shift within the FSC help desk hours of 6:00 am–9:00 pm ET, Monday–Friday.Required QualificationsBachelor's degree in a related field or 5 years of related experience.Help desk or application support experience, including ticket documentation in an ITSM tool.Strong customer service and written communication skills.Ability to work on-site in Chesapeake, VA.Preferred ExperienceExperience supporting Oracle E-Business Suite / Oracle Federal Financials users.User account/access administration experience.ServiceNow experience.What Success Looks LikeSuggested: Requests are tracked, answered, and resolved, with every call documented in ServiceNow.Suggested: Incidents that cannot be solved at Tier 1 are categorized, researched, and escalated correctly.Suggested: Accurate data is provided on time for the weekly and monthly ServiceNow reports.Security & Eligibility RequirementsU.S. citizenship is required.Selected candidate must successfully clear a U.S. government suitability background check.Must sign a non-disclosure agreement before gaining site and system access.BenefitsReferral Bonus(401k) MatchingHolidays – ElevenTechnology ReimbursementShort-Term & Long-Term DisabilityLife Insurance (Basic, Voluntary & AD&D)Paid Time Off (0-3 years - 15 Days PTO | 3+ years 20 Days)80% Employer Paid Health Care Plan (Medical, Dental & Vision)Benefit eligibility and coverage are subject to applicable plan terms and company policies.

Equal Opportunity Employer Minority/Female/Veteran/Disability

All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or status within any other protected group.

Only direct applicants will be considered. Submissions from recruiting or staffing firms will not be accepted.

Source: i360technologies, Inc. careers (Greenhouse)

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