Functions, Responsibilities And Duties
Deliver quality help desk support services to a customer base of about 1,000 geographically dispersed users
Document, diagnose, escalate and/or resolve trouble tickets related to user access, business process, or user training.
Communicate frequently with system users, via email and phone, in an effort to understand and resolve their tickets
Act as a liaison to escalate and monitor issues between our DOD client and the PMO Help Desk
Develop course content and deliver timely and accurate training services – both instructor-led and virtual - to the user base
Support the implementation of system upgrades and enhancements to the application such as preparing, coordinating, and facilitating test events and process mocks
Document agency business rules and standard operating procedures
Perform additional duties as assigned
Req Number EHS19-0091
Position Requirements
Education, Experience & Skills
One to Two (1-2) years of DoD experience in any of the following:
Defense Agencies Initiative (DAI) system and its software
Enterprise Resource Planning (ERP)
DoD process improvement and project management
DoD legacy and interface systems
Knowledgeable in DoD financial management and accounting systems, regulations, and publications
Bachelors degree in a computer science, information technology, or computer related discipline.
Candidates must be a US Citizen with an active Secret Level Clearance, per Government requirements
1-3 years of Oracle applications (procure to pay, order to cash, asset management, time and labor, OBIEE and/or Hyperion)
Experience supporting Federal Financial Management business operations at a government site
Experience providing user support and training for Oracle Federal Financial (11i and newer) applications
Excellent communication, customer service and organizational skills
Must be fully fluent in MS Office applications, including Outlook, Word and Excel
Working Environment & Conditions
This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The work load may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.
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