Sr EBS Analyst | Master Data Lead

i360technologies, Inc.; Chesapeake (VA); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Referral Bonus

401k Matching

Short-Term & Long-Term Disability

Life Insurance

Paid Time Off

Employer Paid Health Care Plan

Job summary

i360technologies, Inc. in Chesapeake, Virginia is seeking a Help Desk Team Lead to oversee Tier 1 support operations. You will manage a team handling system issues, ensuring compliance with service level agreements.

The role requires a Bachelor's degree and a minimum of 6 years experience in help desk operations, especially with ServiceNow. Benefits include a 401k matching plan, paid time off, and health insurance.

Qualifications

• Minimum 6 years of related experience, with significant time leading help desk or application support operations.
• Demonstrated experience managing ticket queues and service levels.
• Experience with user account administration.

Responsibilities

• Lead the Tier 1 help desk team and manage user support.
• Oversee user account administration for 19,000 accounts.
• Manage incident triage and escalation for unresolved issues.
• Ensure documentation accuracy in ServiceNow and compliance with SLAs.

Skills

Leadership in help desk operations

ServiceNow experience

User account management

Ticket queue management

Education

Bachelor's degree

Tools

ServiceNow

ALM

Job description

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.

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 and obtain client site access.
• 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

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.