CAREER OPPORTUNITY

Federal Financial Shared Service Center | Tier 2 Lead

Oracle EBS Help Desk

Help Desk Tier 2 Lead | Escalation Lead | Oracle Federal Financials

CLIENT

Federal Financial Shared Service Center

PROJECT

Oracle Federal Financials Operations Support

LOCATION

Chesapeake, VA

WORK

ARRANGEMENT

Onsite (limited telework with client approval)

U.S. WORK

AUTHORIZATION

U.S. citizenship required

SCHEDULE

Monday–Friday, 40-hour week, within 6:00 am–9:00 pm ET; occasional maintenance weekends and month-end or year-end close

EXPERIENCE

6+ years

DEGREE

Bachelor's degree or equivalent

The Opportunity

At i360technologies, we deliver business consulting and technology solutions that support the mission of federal agencies. We are seeking an O&M Tier 2 Lead to resolve the complex technical and functional issues escalated from Tier 1 in the client's Oracle Federal Financials environment, operated as a shared service serving multiple agencies.

This role leads the Tier 2 team, manages advanced issue resolution across the financial system, and owns the backlog and priority reporting the client relies on. This role is on-site at the client's Financial Service Center (FSC) in Chesapeake, VA. Telework is limited and requires client approval, so this is an in-office role. Work is performed within the FSC's normal help desk operating hours (6:00 am–9:00 pm ET, Monday–Friday) on a typical 40-hour week; occasional work outside normal hours (for example, maintenance weekends and month-end or year-end closing) may be required.

What You Will Do

Lead the Tier 2 team in resolving complex issues across Oracle Federal Financials sub-ledgers, ledgers, interfaces, and financial reports.
Manage all incidents assigned to the Tier 2 group in ServiceNow, driving timely resolution and accurate documentation.
Coordinate and produce the Tier 2 backlog report and the priority ticket report for the client.
Act as Tier 2 module approver for application access requests.
Provide MILSTRIP (Military Standard Requisitioning and Issue Procedures) support as part of Tier 2 support, and direct the Tier 2 Senior Analysts who share this work.
Provide deep functional and technical analysis on escalated issues, identify root causes, and recommend solutions.
Support shared service provider liaison activities, including monitoring tickets for supported agencies and reporting status.
Coordinate with the Tier 1 Lead, functional, architect, and program leads on escalations and process improvements.
Support audit requests with documentation, data, and walkthroughs.

Required Qualifications

Bachelor's degree or equivalent.
Minimum 6 years of related experience, with significant time in advanced application support or functional/technical issue resolution.
Demonstrated experience leading escalation management and a support team.
Experience with ServiceNow (or similar ITSM platform) and managing assignment-group queues, backlog, and reporting.
Ability to work on-site in Chesapeake, VA.
Use AI tools to improve efficiency in research, drafting, and analysis, while validating all outputs for accuracy, completeness, and compliance.

Preferred Experience

Experience supporting Oracle E-Business Suite or Oracle Federal Financials, including sub-ledgers, ledgers, interfaces, and financial reports.
Familiarity with federal financial management environments and shared service operations.
Familiarity with MILSTRIP (Military Standard Requisitioning and Issue Procedures) transactions.
ITIL certification or formal service management training.

What Success Looks Like

Suggested: Incidents assigned to the Tier 2 group are resolved on time with accurate documentation.
Suggested: The Tier 2 backlog report and the priority ticket report are produced and accurate.
Suggested: Root causes are found for escalated issues and solutions are recommended.

Security & Eligibility Requirements

U.S. citizenship is required.
Selected candidate must successfully clear a U.S. government suitability background check.
Must sign a non-disclosure agreement before gaining site and system access.