Sr EBS Analyst | Master Data Lead

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.

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

• Ability to obtain and maintain a federal Public Trust (suitability) clearance

• 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)

Benefits