Senior Analyst FSMS 1

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.

• 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.

• 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.
• Ability to pass a federal background investigation and obtain client site access.