i360technologies, Inc.
Sr EBS Analyst
Chesapeake, VA · Senior
No sponsorshipDetected 27 days ago
StatisticsAccount ManagementResearch
About the role
- This is a designated key personnel position.
- Only direct applicants will be considered.
- Submissions from recruiting or staffing firms will not be accepted.
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.
- Manage incident triage, categorization, research, and escalation for issues that cannot be resolved at Tier 1.
- 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.
Requirements
- Bachelor's degree.
- Experience with ServiceNow (or similar ITSM platform) and user account administration.
- 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.
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
- 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)
- Holidays - Eleven
Benefits
- Referral Bonus
- 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 Minority/Female/Veteran/Disability
- 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.
Visa & Work Authorization
- U.S. Citizenship or Permanent Residency required (no visa sponsorship available)
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