Tier 2 Lead: Oracle Federal Financials Help Desk (Onsite)

i360technologies, Inc.; Chesapeake (VA); On-site; USD 100,000 - 140,000; 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

PTO

Health Insurance (80% Employer Paid)

Job summary

i360technologies, Inc. is seeking an O&M Tier 2 Lead to resolve complex Oracle Federal Financials escalations. You will oversee the Tier 2 team, manage incidents in ServiceNow, and drive timely resolution for a shared services environment supporting multiple agencies.

The role requires 6+ years of related experience, a Bachelor's degree, and the ability to work on-site in Chesapeake, VA. Strong analytical and communication skills, and familiarity with MILSTRIP are desirable.

Qualifications

• Bachelor's degree or equivalent.
• 6+ years of related experience, with significant time in advanced application support or functional/technical issue resolution.
• Experience leading escalation management and a support team.
• Experience with ServiceNow (or similar ITSM platform) and managing assignment-group queues, backlog, and reporting.
• Ability to work on-site in Chesapeake, VA.
• Use AI tools to improve efficiency in research, drafting, and analysis, while validating outputs for accuracy, completeness, and compliance.

Responsibilities

• Lead the Tier 2 team in resolving complex issues across Oracle Federal Financials sub-ledgers, ledgers, interfaces, and financial reports.
• Manage all incidents assigned to the Tier 2 group in ServiceNow, driving timely resolution and accurate documentation.
• Coordinate and produce the Tier 2 backlog report and the priority ticket report for the client.
• Act as Tier 2 module approver for application access requests.
• Provide MILSTRIP support as part of Tier 2 support, and direct the Tier 2 Senior Analysts who share this work.
• Provide deep functional and technical analysis on escalated issues, identify root causes, and recommend solutions.
• Support shared service provider liaison activities, including monitoring tickets for supported agencies and reporting status.
• Coordinate with the Tier 1 Lead, functional, architect, and program leads on escalations and process improvements.
• Support audit requests with documentation, data, and walkthroughs.

Skills

Leadership

Escalation management

Team leadership

Communication

AI tools usage

Education

Bachelor's degree or equivalent

Tools

ServiceNow

AI tools

Job description

i360technologies, Inc. is seeking an O&M Tier 2 Lead to resolve complex Oracle Federal Financials escalations. You will oversee the Tier 2 team, manage incidents in ServiceNow, and drive timely resolution for a shared services environment supporting multiple agencies.

The role requires 6+ years of related experience, a Bachelor's degree, and the ability to work on-site in Chesapeake, VA. Strong analytical and communication skills, and familiarity with MILSTRIP are desirable.