Tier 2 Helpdesk Analyst

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

📋 Description

• Deliver high-level customer support within a production setting for Momentum Financials.

• Manage and address a queue of tickets while communicating statuses and obstacles through project tracking tools.

• Examine project documentation and conduct tests in non-production settings to provide comprehensive solutions to stakeholders.

• Organize meetings, workshops, and interviews with stakeholders to collect, validate, and review ticket-related issues.

• Work alongside government personnel, developers, testers, and Momentum subject matter experts (SMEs) to ensure clear understanding and accurate implementation of requirements.

• Assist with system configuration, testing, validation tasks, and execution support.

• Aid in tracking Momentum enhancements and resolving defects.

• Conduct impact assessments for proposed system changes, releases, and patches.

• Leverage SQL queries for data extraction.

• Diagnose Momentum production issues by analyzing system behavior, reviewing data, and collaborating with technical teams to identify root causes and suggest solutions.

• Ensure that deliverables meet project standards, governance processes, and documentation requirements.

• Provide updates on status, risks, and recommendations to leadership and stakeholders.

• Contribute to ongoing process enhancements and identify opportunities to improve Momentum functionality and reporting.

• Maintain Knowledge Articles for Tier 1 support.

• Utilize Artificial Intelligence to optimize processes, enhance communication, and lower costs.

⛳️ Requirements

• Must be a US citizen and able to pass a Tier 2 MBI background check upon hire.

• At least 5 years of experience working with the Momentum Financials front-end and preferably the database.

• Minimum of 5 years of experience in supporting Momentum Financials implementations or operations.

• Familiarity with federal financial processes including General Ledger, Budgeting, Accounts Payable, Accounts Receivable, and financial reporting.

• Strong analytical, problem-solving, and communication skills, both written and verbal.

• Ability to work autonomously as well as collaboratively to resolve issues.

• Capacity to efficiently manage multiple and changing priorities while meeting deadlines.

• Willingness to invest the necessary time to meet tight deadlines.

• Experience in a government work environment.

• Familiarity with Agile, SAFe, or hybrid project delivery methodologies.

• Bachelor’s degree in Business, Accounting, Finance, Information Systems, or a related field.

🏝️ Benefits

• Flexible time off policy.

• Comprehensive learning resources.

• Healthcare coverage.

• Wellness programs.

• Financial benefits.

• Retirement plans.

• Family support initiatives.

• Continuing education opportunities.

• Paid time off benefits.

• Competitive salary.

• Opportunities for learning and professional development.