Technical Customer Support Specialist III – DAI Help Desk and Reporting SME
New
R
Redwood Strategy GroupFederal Financial Management
RemoteFull-TimeSenior
Salary90,000 - 120,000 USD per year
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Job Details
- Required Skills
- SQLMicrosoft Excel
Requirements
- Demonstrated experience providing functional or technical support for DAI or a comparable Oracle Federal Financials environment.
- Working knowledge of DAI P2P, Cost Accounting, and OTL business processes.
- Experience troubleshooting customer issues and documenting them in a ticket-management system.
- Experience conducting root-cause analysis and coordinating the resolution of escalated issues.
- Strong knowledge of Oracle Financials and related federal financial-management processes.
- Experience developing, customizing, or supporting OBIEE and Advana dashboards and reports.
- Ability to analyze data, validate report accuracy, and identify trends, discrepancies, and anomalies.
- Ability to explain technical and financial-system processes to users with varying levels of experience.
- Experience developing metrics, recurring reports, user guidance, or training materials.
- Ability to work effectively with end users, functional teams, system administrators, and program-management personnel.
Responsibilities
- Provide primary Tier 1 help desk support for DAI-related functional, technical, and access issues.
- Troubleshoot and resolve issues involving Procure-to-Pay, Cost Accounting, and Oracle Time and Labor (OTL).
- Manage customer issues and metrics using a ticketing system like Serena Business Manager.
- Design, develop, and maintain dashboards and reports in OBIEE and Advana.
- Perform root-cause analyses of complex help desk issues.
- Assist users with ICAM and DAI account requests and DD Form 2875 processing.
- Prepare training materials and conduct virtual sessions for agency personnel.
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