Lead EBS Federal Financials Analyst 1

BLUMEPROT+ technology; Norfolk (VA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Referral Bonus

401(k) matching

Holidays – Eleven

Technology Reimbursement

Short-Term & Long-Term Disability

Life Insurance (Basic, Voluntary & AD

Paid Time Off (0-3 years – 15 Days PTO

20 Days PTO for 3+ years

80% Employer Paid Health Care Plan (M,

Job summary

i360technologies is seeking an O&M Tier 1 Lead to run centralized user and application support for Oracle Federal Financials, serving multiple agencies and about 19,000 user accounts. The role leads Tier 1, manages tickets, SLAs, and reporting in ServiceNow, with access requiring federal clearance.

The position requires a Bachelor’s degree and 6+ years leading help desk operations, plus experience with ServiceNow and ITSM concepts. This is a mission-critical, on-site role for federal clients.

Qualifications

• Bachelor's degree required and relevant work experience in help desk or application support operations.
• Minimum 6 years of related experience with leadership in a similar environment.
• Proven ability to manage ticket queues, service levels, and a support team.

Responsibilities

• Lead the Tier 1 help desk team and own ticket quality and SLAs.
• Oversee user account management across ~19,000 accounts.
• Triage incidents, categorize, research, and escalate as needed.
• Document calls/requests in ServiceNow and ensure SLAs are met.
• Produce weekly, O&M, and monthly reports from ServiceNow.
• Lead testing of supporting applications (ALM, ServiceNow, FSMS).
• Support audit requests with meetings and data documentation.
• Coordinate with Tier 2, leads, and client program office on escalations.

Skills

ServiceNow

Team leadership

ITSM concepts

Account administration

Federal background check

Education

Bachelor's degree

Tools

ALM

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
• 401(k) 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.