Lead Analyst FSMS 2

i360technologies, Inc.; Chesapeake (VA); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Referral Bonus

401k Matching

Holidays - Eleven

Technology Reimbursement

Short-Term & Long-Term Disability

Life Insurance (Basic, Voluntary & AD

PTO

Health Insurance (80% Employer Paid)

Job summary

i360technologies, Inc. is seeking an O&M Tier 2 Lead to resolve complex Oracle Federal Financials escalations. You will oversee the Tier 2 team, manage incidents in ServiceNow, and drive timely resolution for a shared services environment supporting multiple agencies.

The role requires 6+ years of related experience, a Bachelor's degree, and the ability to work on-site in Chesapeake, VA. Strong analytical and communication skills, and familiarity with MILSTRIP are desirable.

Qualifications

• Bachelor's degree or equivalent.
• 6+ years of related experience, with significant time in advanced application support or functional/technical issue resolution.
• 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 outputs for accuracy, completeness, and compliance.

Responsibilities

• 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 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.

Skills

Leadership

Escalation management

Team leadership

Communication

AI tools usage

Education

Bachelor's degree or equivalent

Tools

ServiceNow

AI tools

Job description

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.

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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.

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.