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

🔥 15 hours ago

☕ Washington – Remote

☕ Washington – Remote

💵 $90k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 3%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Redwood Strategy Group, Inc.

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 17 years

🎖️ Defense

📦 Logistics

🏥 Healthcare

Defense • Logistics • Healthcare

Redwood Strategy Group, Inc. is a consulting firm with over 20 years of experience in providing strategic solutions to optimize operations for military departments and agencies within the U. S. Federal Government. They offer a comprehensive range of services including enterprise solutions and integration services, financial management and operations, data analytics and process automation, and acquisition and contract support. Their expertise lies in delivering innovative transformations that drive financial transparency, efficiency, and compliance, allowing their clients to achieve mission-critical objectives with agility and precision.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

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