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

This is a fully remote position, open to applicants in Washington.

📋 Description

• Deliver Tier 1 functional and technical help desk assistance for the Defense Agencies Initiative (DAI), with a focus on P2P, Cost Accounting, and OTL.

• Diagnose and resolve issues related to functionality, technology, access, processing, requisitions, obligations, purchasing, suppliers, project accounting, timecards, payroll, leave, and premium pay.

• Log, manage, track, escalate, and resolve customer inquiries using Serena Business Manager or a similar CRM and ticketing platform.

• Conduct root-cause analysis and collaborate with the DAI PMO and technical or functional support teams on escalated matters.

• Relay findings, resolutions, processes, and ticket statuses via ticketing systems, email, phone, and virtual meetings.

• Generate help desk metrics and regular operational reports.

• Assist with supplier configuration, novation processes, supplier upkeep, financial transactions, projects, tasks, and project templates.

• Act as the agency’s subject-matter expert for OBIEE and Advana.

• 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 links to related analyses.

• Analyze financial and operational data to ensure the accuracy of dashboards and reports.

• Develop both recurring and ad hoc reports for agency leadership, financial operations, and help desk performance metrics.

• Aid in the migration of reports, spreadsheets, metrics, and manual analyses into Advana or successor analytics platforms.

• Assist with ICAM and DAI account requests, self-registration, DD Form 2875 access requests, and the transition to ICAM-based role provisioning.

• Collaborate with users, supervisors, security personnel, and system administrators regarding access requests.

• Support quarterly virtual DAI training, including training materials, demonstrations, job aids, and participant inquiries.

• Provide individual and group training sessions and facilitate onboarding and DAI orientation.

• Engage in DAI meetings, teleconferences, system testing, and reviews of new functionalities.

⛳️ Requirements

• Proven experience in delivering functional or technical support for DAI or a comparable Oracle Federal Financials environment.

• Familiarity with DAI P2P, Cost Accounting, and OTL business processes.

• Experience in troubleshooting customer issues and documenting them within a ticket-management system.

• Background in conducting root-cause analysis and coordinating the resolution of escalated issues.

• Strong understanding of Oracle Financials and related federal financial management processes.

• Experience in developing, customizing, or maintaining OBIEE and Advana dashboards and reports.

• Ability to analyze data, ensure report accuracy, and spot trends, discrepancies, and anomalies.

• Excellent written and verbal communication skills.

• Capacity to explain technical and financial system processes to users with varying levels of expertise.

• Experience in developing metrics, recurring reports, user instructions, or training materials.

• Proficiency in collaborating effectively with end-users, functional teams, system administrators, and program management personnel.

• U.S. Citizenship required.

• Capability to obtain and maintain a Tier 3 (or higher) background investigation and Common Access Card (CAC), as mandated by the Government.

• Hands-on experience with ICAM account management, access requests, or role provisioning is preferred.

• Knowledge of Oracle R12 Contract Lifecycle Management, Purchasing, iProcurement, Oracle Projects, Absence Management, and Premium Management is preferred.

• Experience with ADVANA/Data Analytics tools is preferred.

• Background in supporting ICAM and DD Form 2875 processing is preferred.

• Familiarity with Serena Business Manager or a comparable CRM and ticketing application is preferred.

• Previous experience supporting a Department of Defense agency or another federal organization is preferred.

🏝️ Benefits

• Competitive salaries

• Medical insurance plans

• Dental insurance plans

• Life insurance plans

• 401k matching

• Generous leave programs

• Tuition reimbursement

• Professional development