Top 10 Senior help desk analyst Jobs in Chesapeake, Va

Sr EBS Analyst | Master Data Lead
i360technologies, Inc. —Suffolk, VA
- 6 years
- Oracle
- Bachelor's degree
- AD&D insurance
- Disability insurance
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Sr. EBS Federal Financials Functional Lead | Analyst
i360technologies, Inc. —Portsmouth, VA
- 6 years
- Oracle
- Bachelor's degree
- AD&D insurance
- Disability insurance
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Sr. EBS Lead Architect | Analyst
i360technologies, Inc. —Chesapeake, VA
- 6 years
- Oracle
- Bachelor's degree
- AD&D insurance
- Disability insurance
Quick Apply

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senior help desk analyst jobs near chesapeake, va

Sr EBS Analyst | Master Data Lead

i360technologies, Inc. -
Suffolk, VA

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Job Details

Benefits

AD&D insurance
Disability insurance
Health insurance
Dental insurance
Paid time off
Vision insurance
401(k) matching
Life insurance
Referral program

Qualifications

Managing technical support teams
IT user and group management
Managing teams in a customer support role
Incident management software
Bachelor's degree
Technology management
Team management
Ticketing system technical support

Full Job Description

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

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.

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senior help desk analyst jobs in chesapeake, va

Sr EBS Analyst | Master Data Lead

Sr. EBS Federal Financials Functional Lead | Analyst

Sr. EBS Lead Architect | Analyst

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Equal Opportunity Employer Minority/Female/Veteran/Disability

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