Tier 1 Lead, Analyst (Senior)

About the role

• CAREER OPPORTUNITY
• Federal Financial Shared Service Center | Tier 1 Lead
• Oracle EBS Help Desk
• Help Desk Tier 1 Lead | Application Support Lead | 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

Monday-Friday, 40-hour week, within 6:00 am-9:00 pm ET; occasional maintenance weekends and month-end or year-end close

• EXPERIENCE
• 6+ years
• DEGREE
• Bachelor's degree or equivalent

The Opportunity

At i360technologies, we deliver business consulting and technology solutions that support the mission of federal agencies. We are seeking an O&M Tier 1 Lead to run centralized user and application support for the client's Oracle Federal Financials help desk, operated as a shared service serving multiple agencies.

This role leads the Tier 1 team, owns ticket quality and service levels, manages user account administration, and drives the recurring reporting the client relies on. 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 Do

• Lead the Tier 1 help desk team, serving as the central point of support for system issues, funds check errors, and transaction problems received through ServiceNow tickets, phone, email, and walk-ins.
• Schedule Tier 1 staff so coverage spans the FSC help desk operating hours of 6:00 am-9:00 pm ET, Monday-Friday.
• Oversee user account management and administration.
• Manage incident triage, categorization, research, and escalation for issues that cannot be resolved at Tier 1.
• Ensure all calls and requests are documented accurately in ServiceNow and that service level agreements are met.
• Produce and submit recurring weekly and monthly ServiceNow summary reports and Tier 1 telework statistics.
• Lead testing of the applications that support Tier 1 functions.
• Support audit requests by participating in meetings and providing documentation and data.
• Coordinate with Tier 2, the functional and program leads, and the client program office on escalations and process improvements.

Required Qualifications

• Bachelor's degree or equivalent.
• Minimum 6 years of related experience, with significant time leading help desk or application support operations.
• Demonstrated experience managing ticket queues, service levels, and a support team.
• Experience with ServiceNow (or similar ITSM platform) and user account administration.
• Ability to work on-site in Chesapeake, VA.
• Use AI tools to improve efficiency in research, drafting, and analysis, while validating all outputs for accuracy, completeness, and compliance.

Preferred Experience

• Experience supporting Oracle Federal Financials users.
• Familiarity with federal financial management environments and shared service operations.
• ITIL certification or formal service management training.

What Success Looks Like

• Suggested: Tier 1 coverage spans the full 6:00 am-9:00 pm ET help desk hours, Monday-Friday.
• Suggested: Service level agreements are met and every call and request is documented accurately in ServiceNow.
• Suggested: Recurring weekly and monthly help desk reports are submitted on time.

Security & Eligibility Requirements

• U.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.

Benefits

• Referral Bonus
• (401k) Matching
• Holidays - Eleven
• Technology Reimbursement
• Short-Term & Long-Term Disability
• Life 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.