Oracle EBS Help Desk Specialist (Federal / NOAA BAS Support)

ITegrity, Inc. - A trusted Technology, Engineering, and Management Services Provider; Silver Spring (MD); On-site; USD 67,000 - 71,000; Full time

Job summary

ITegrity, Inc. is seeking an Oracle EBS Help Desk Specialist to provide functional and end-user support for NOAA Finance Office. You will assist federal users with Oracle EBS inquiries, log and route tickets, and resolve issues as part of an integrated help desk team.

You will handle Tier 0/1 intake during high-volume periods, maintain documentation, and ensure coverage during lunch, meetings, and fiscal year-end. Strong communication and customer-service skills are essential.

Qualifications

• Experience supporting end-users on Oracle E-Business Suite (Oracle EBS) financial modules.
• Experience using ServiceNow or equivalent enterprise help desk platforms.
• Strong problem-solving and communication skills with patient, professional client service.

Responsibilities

• Provide courteous, prompt support to NOAA end-users with Oracle EBS and related finance applications.
• Log and route tickets, monitor queues, email inboxes, voicemail, and Google Chat; document interactions in ServiceNow.
• Own issues from intake through final resolution with regular user updates.
• Escalate complex issues to Tier 2/3 per Finance Office procedures.
• Contribute to knowledge base and end-user training efforts.

Skills

Oracle EBS support

ServiceNow

Customer service

Communication

Tier 0/1 intake

Tools

ServiceNow

Job description

ITegrity, Inc. is seeking a customer-focused Oracle EBS Help Desk Specialist to provide functional and end-user support services for the NOAA Finance Office. In this role, you will act as a core support resource for NOAA Business Application Solutions (BAS), assisting federal users with Oracle E-Business Suite (EBS) functional inquiries, logging and routing tickets, and resolving user-reported issues. You will work as part of an integrated help desk team, providing both base help desk services and supplemental Tier 0/Tier 1 intake and routing during high-volume periods (such as fiscal year-end).

Key Responsibilities

• Functional User Support & Client Service: Provide courteous, prompt, and professional support to NOAA end-users encountering functional issues with Oracle EBS and associated finance applications.
• Ticket Management & Resolution: Log into help desk phone queues, monitor team and individual email inboxes, voicemail, and Google Chat. Log all interactions, diagnoses, actions taken, and updates into ServiceNow (or other government-provided ticketing software).
• Customer Advocacy & Follow-Up: Take complete ownership of customer issues from initial intake through final resolution. Conduct research, perform root-cause analysis, and maintain regular communication with users for complex issues requiring extended resolution times.
• Tier 0/1 Intake & Escalation: Support high-volume initial intake, basic troubleshooting, and seamless ticket routing for NOAA Business Application Solutions (BAS). Escalate complex or specialized technical issues to Tier 2/3 teams following established Finance Office procedures.
• Knowledge Sharing & Training: Support end-user training efforts and actively contribute to the development and maintenance of knowledge base articles to improve client self-service capabilities.
• Operational Availability & Team Coordination: Maintain continuous availability during work hours. Coordinate with federal staff, branch leadership, and team members to ensure seamless operational coverage during lunch, meetings, peak periods, and fiscal year-end (FYE) processing.

Basic Qualifications & Required Skills

• Core Technical Expertise: Demonstrated functional proficiency and hands-on experience supporting end-users on Oracle E-Business Suite (Oracle EBS) financial/business modules.
• Ticketing Systems: Practical experience using ServiceNow or equivalent enterprise help desk issue-tracking platforms.
• Customer Service Excellence: Strong problem-solving skills with a track record of providing professional, patient, and thorough client service via phone, email, and chat.
• Communication: Clear, effective written and verbal communication skills; ability to document detailed steps and write end-user knowledge base articles.
• Adaptability: Ability to thrive in a team environment under flexible coverage structures, including peak-period workload increases.

Preferred Qualifications

• Prior experience supporting federal finance, accounting, or business systems (specifically NOAA or Department of Commerce environments).
• Experience with Tier 0 / Tier 1 application intake and routing in a high-volume federal help desk context.

Salary: $67000 - $71000 per year