Onsite Lead: Oracle Federal Financials Support (Tier 1)

i360technologies, Inc.; Chesapeake (VA); On-site; USD 90,000 - 120,000; 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&

Job summary

i360technologies, Inc. seeks 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 for multiple agencies.

This on-site role is based at the FSC in Chesapeake, VA with limited telework and US citizenship required. You will lead the Tier 1 team, manage ticket queues and SLAs, oversee user accounts, and produce recurring ServiceNow reports while coordinating with Tier 2 and the client program office.

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.

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.
• 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.

Skills

ServiceNow

ITSM

Team leadership

Help desk operations

On-site work

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Job description

i360technologies, Inc. seeks 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 for multiple agencies.

This on-site role is based at the FSC in Chesapeake, VA with limited telework and US citizenship required. You will lead the Tier 1 team, manage ticket queues and SLAs, oversee user accounts, and produce recurring ServiceNow reports while coordinating with Tier 2 and the client program office.