Tier 2 Lead, Analyst

About the role

• CAREER OPPORTUNITY
• Federal Financial Shared Service Center | Tier 2 Lead
• Oracle EBS Help Desk
• Help Desk Tier 2 Lead | Escalation Lead | Oracle Federal Financials
• 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 2 Lead to resolve the complex technical and functional issues escalated from Tier 1 in the client's Oracle Federal Financials environment, operated as a shared service serving multiple agencies.

This role leads the Tier 2 team, manages advanced issue resolution across the financial system, and owns the backlog and priority 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 2 team in resolving complex issues across Oracle Federal Financials sub-ledgers, ledgers, interfaces, and financial reports.
• Manage all incidents assigned to the Tier 2 group in ServiceNow, driving timely resolution and accurate documentation.
• Coordinate and produce the Tier 2 backlog report and the priority ticket report for the client.
• Act as Tier 2 module approver for application access requests.
• Provide MILSTRIP (Military Standard Requisitioning and Issue Procedures) support as part of Tier 2 support, and direct the Tier 2 Senior Analysts who share this work.
• Provide deep functional and technical analysis on escalated issues, identify root causes, and recommend solutions.
• Support shared service provider liaison activities, including monitoring tickets for supported agencies and reporting status.
• Coordinate with the Tier 1 Lead, functional, architect, and program leads on escalations and process improvements.
• Support audit requests with documentation, data, and walkthroughs.

Required Qualifications

• Bachelor's degree or equivalent.
• Minimum 6 years of related experience, with significant time in advanced application support or functional/technical issue resolution.
• Demonstrated experience leading escalation management and a support team.
• Experience with ServiceNow (or similar ITSM platform) and managing assignment-group queues, backlog, and reporting.
• 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 E-Business Suite or Oracle Federal Financials, including sub-ledgers, ledgers, interfaces, and financial reports.
• Familiarity with federal financial management environments and shared service operations.
• Familiarity with MILSTRIP (Military Standard Requisitioning and Issue Procedures) transactions.
• ITIL certification or formal service management training.

What Success Looks Like

• Suggested: Incidents assigned to the Tier 2 group are resolved on time with accurate documentation.
• Suggested: The Tier 2 backlog report and the priority ticket report are produced and accurate.
• Suggested: Root causes are found for escalated issues and solutions are recommended.

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.