Sr EBS Analyst | Master Data Lead

Key Responsibilities

• 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 Service Now 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 Service Now and that service level agreements are met.
• Produce and submit recurring reports, including weekly summaries, O&M reports, and monthly statistics drawn from Service Now.
• Lead testing of the applications that support Tier 1 functions (for example, ALM, Service Now, 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 Service Now (or similar ITSM platform) and user account administration.

• Experience supporting Oracle Federal Financials users.
• Familiarity with federal financial management environments and shared service operations.
• ITIL certification or formal service management training.

• Ability to obtain and maintain a federal Public Trust (suitability) clearance.
• Must be able to pass a federal background investigation and obtain client site access.
• U.S. Citizenship or Permanent Residency required (no visa sponsorship available).

• Referral Bonus
• 401k Matching
• Holidays – Eleven
• Technology Reimbursement
• Short‑Term & Long‑Term Disability
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (0‑3 years – 15 Days PTO; 3+ years – 20 Days)
• 80% Employer Paid Health Care Plan (Medical, Dental & Vision)

All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or status within any other protected group.