Technical Customer Support Specialist III – DAI Help Desk, Reporting SME

🔥 21 horas atrás

☕ Washington – Remoto

☕ Washington – Remote

💵 $90.000 - $120.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💻 Suporte de TI

👻 Score fantasma 3%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Redwood Strategy Group, Inc.

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 17 years

🎖️ Defesa

📦 Logística

🏥 Saúde

Defense • Logistics • Healthcare

A Redwood Strategy Group, Inc. é uma empresa de consultoria com mais de 20 anos de experiência em oferecer soluções estratégicas para otimizar operações de departamentos e agências militares dentro do governo federal dos EUA. Eles oferecem uma ampla gama de serviços, incluindo soluções de integração empresarial, gestão financeira e operações, análise de dados e automação de processos, além de suporte para aquisição e contratos. Sua especialidade está em realizar transformações inovadoras que promovem transparência financeira, eficiência e conformidade, permitindo que seus clientes alcancem objetivos críticos com agilidade e precisão.

Descrição

• Provide Tier 1 functional and technical help desk support for the Defense Agencies Initiative (DAI), primarily P2P, Cost Accounting, and OTL. • Troubleshoot and resolve functional, technical, access, processing, requisition, obligation, purchasing, supplier, project accounting, timecard, payroll, leave, and premium-pay issues. • Record, manage, track, escalate, and close customer issues using Serena Business Manager or a comparable CRM and ticketing system. • Perform root-cause analyses and coordinate with the DAI PMO and technical or functional support teams on escalated issues. • Communicate findings, resolutions, procedures, and ticket status through ticketing systems, email, telephone, and virtual meetings. • Produce help desk metrics and recurring operational reports. • Support supplier configuration, novation activities, supplier maintenance, financial transactions, projects, tasks, and project templates. • Serve as the agency’s OBIEE and Advana subject-matter expert. • Design, develop, customize, maintain, and support OBIEE and Advana dashboards and reports. • Create drill-down and dynamic analytic views, pivot tables, charts, column selectors, and hyperlinks to related analyses. • Analyze financial and operational data and validate dashboard and report accuracy. • Develop recurring and ad hoc reports for agency leadership, financial operations, and help desk performance. • Support migration of reports, spreadsheets, metrics, and manual analyses into Advana or successor analytics capabilities. • Assist with ICAM and DAI account requests, self-registration, DD Form 2875 access requests, and the transition to ICAM-based role provisioning. • Coordinate with users, supervisors, security personnel, and system administrators on access requests. • Assist with quarterly virtual DAI training, training materials, demonstrations, job aids, and participant questions. • Provide individual and group instruction and support onboarding and DAI orientation. • Participate in DAI meetings, teleconferences, system testing, and new-functionality reviews.

🎯 Requisitos

• Demonstrated experience providing functional or technical support for DAI or a comparable Oracle Federal Financials environment. • Working knowledge of DAI P2P, Cost Accounting, and OTL business processes. • Experience troubleshooting customer issues and documenting them in a ticket-management system. • Experience conducting root-cause analysis and coordinating the resolution of escalated issues. • Strong knowledge of Oracle Financials and related federal financial-management processes. • Experience developing, customizing, or supporting OBIEE and Advana dashboards and reports. • Ability to analyze data, validate report accuracy, and identify trends, discrepancies, and anomalies. • Strong written and verbal communication skills. • Ability to explain technical and financial-system processes to users with varying levels of experience. • Experience developing metrics, recurring reports, user guidance, or training materials. • Ability to work effectively with end users, functional teams, system administrators, and program-management personnel. • U.S. Citizenship required. • Ability to obtain and maintain a Tier 3 (or higher) background investigation and Common Access Card (CAC), as required by the Government. • Hands-on experience with ICAM account management, access requests, or role provisioning preferred. • Knowledge of Oracle R12 Contract Lifecycle Management, Purchasing, iProcurement, Oracle Projects, Absence Management, and Premium Management preferred. • Experience with ADVANA/Data Analytics tool preferred. • Experience supporting ICAM and DD Form 2875 processing preferred. • Experience with Serena Business Manager or a comparable CRM and ticketing application preferred. • Prior experience supporting a Department of Defense agency or other federal organization preferred.

🏖️ Benefícios

• Competitive salaries • Medical insurance plans • Dental insurance plans • Life insurance plans • 401k matching • Generous leave programs • Tuition reimbursement • Professional development