Lead EBS Federal Financials Analyst 1

i360technologies, Inc.; Chesapeake (VA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Referral Bonus

401k Matching

Eleven Holidays

Technology Reimbursement

Short-Term & Long-Term Disability

Life Insurance

Paid Time Off

80% Employer Paid Health Care Plan

Job summary

i360technologies, Inc. is looking for an O&M Tier 1 Lead in Chesapeake, Virginia. This role involves leading the Tier 1 help desk team and managing support for approximately 19,000 user accounts. You'll ensure service quality and produce regular reporting while coordinating with stakeholders on escalated issues.

The ideal candidate will have a Bachelor's degree, significant experience in help desk operations, and familiarity with ServiceNow or similar platforms. This position also requires U.S. citizenship or permanent residency.

Qualifications

• Minimum 6 years of related experience in help desk or application support.
• Strong experience managing ticket queues and service levels.
• Ability to pass a federal background investigation.

Responsibilities

• Lead the Tier 1 help desk team, managing user support for 19,000 accounts.
• Ensure accurate documentation of calls and requests in ServiceNow.
• Produce recurring reports such as weekly summaries and O&M reports.

Skills

Help desk operations

ServiceNow

Team leadership

User account administration

Education

Bachelor's degree

Tools

ServiceNow

Job description

At i360technologies, we deliver business consulting and technology solutions that support the mission of federal agencies. i360 is 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 and roughly 19,000 user accounts. 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 is a designated key personnel position.

Key Responsibilities

• 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.
• Oversee user account management and administration across roughly 19,000 accounts.
• 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 reports, including weekly summaries, O&M reports, and monthly statistics drawn from ServiceNow.
• Lead testing of the applications that support Tier 1 functions (for example, ALM, ServiceNow, FSMS).
• 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.

Qualifications

• Bachelor's degree.
• 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 pass a federal background investigation and obtain client site access.

Nice to Have

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

Security & Eligibility Requirements

• Ability to obtain and maintain a federal Public Trust (suitability) clearance
• Must be able to pass a federal background investigation
• U.S. Citizenship or Permanent Residency required (no visa sponsorship available)

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)

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.