Accidental Death and Dismemberment (AD&D), Analysis Skills, Background Investigation, Consulting, Customer Support/Service, Documentation, Federal Government, Financial Management, Functional Programming Languages, Health Plan, Help Desk, Help Desk Software, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Incident Management, Life Insurance, Operational Support, Oracle Financials, Process Improvement, Reimbursement, Service Level Agreement (SLA), ServiceNow, Software Administration, Technical Delivery, Testing, United States Citizen, User Account Administration
At i360technologies, we deliver business consulting and technology solutions that support the mission of federal agencies. i360 is seeking an O&M Tier 1 Lead to run centralized user and application support for the client's Oracle Federal Financials help desk, operated as a shared service serving multiple agencies and roughly 19,000 user accounts. This role leads the Tier 1 team, owns ticket quality and service levels, manages user account administration, and drives the recurring reporting the client relies on. This is a designated key personnel position.
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.
- Ability to pass a federal background investigation and obtain client site access.
- 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
- 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 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.
Only direct applicants will be considered. Submissions from recruiting or staffing firms will not be accepted.