CACI International Financial Management System Help Desk Analyst in Chantilly, Virginia
Help Desk Support Analyst
CACI is seeking professionally curious, resourceful, customer-oriented candidates able to quickly learn new business processes, and perform independently in a fast paced, challenging environment.
Duties and RESPONSIBILITIES:
The candidate will be part of the customer support team providing financial management systems’ users with a central service desk that offers responsive, accurate, quality customer service for all their financial systems’ related questions. The team supports the Unified Financial Management System (UFMS), the Asset Management System (AMS), and other related interfacing cuff systems. Users contact the service team via telephone, email or through Hewlett Packard’ (HP) Service Manager, Employee Self Service (ESS) ticketing tool. As user’s requests are logged in HP’ Service Manager, the candidate is expected to follow up with the user within the same day to resolve the ticket or to update the user on the status of the ticket. In addition to providing Tier 1 and 2 user support, the candidate will coordinate with Subject Matter Experts (SMEs) and Tier 2 and 3 O&M teams for issue resolution.
The candidate must manage open tickets in the ticketing tool, escalate and follow through as needed until resolved. Ensure appropriate procedures are followed, obtain feedback from government personnel and propose actions for process improvement when appropriate. The candidate may be asked to document procedures, include FAQ items, and create knowledge base articles.
Prior experience supporting or training IT system users.
A minimum of 0-2 years of relevant professional experience is required if no Bachelor’s degree is available; or a bachelor’s degree in an appropriate discipline, and 1 year of related work experience. Relevant vendor certifications and/or additional education may substitute for years of experience.
Must be able to work from 8:00am-5:00pm or as needed in Chantilly, VA.
Requires US Citizenship and active Top Secret clearance.
Experience working in a call center or Help Desk organization, providing users’ support and customer service.
Experience using any government travel and/or financial management software is highly desired.
Experience with HP Service Manager or any other incident management applications (Remedy, Rational, Serena).
Experience with applications built with OpenText (previously Metastorm).
Experience with any ERP (Momentum, Oracle, SAP) or asset management applications (Maximo, Tririga, Sunflower).
Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.
CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. Join CACI, where you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. A Fortune magazine World's Most Admired Company in the IT Services industry, CACI is a member of the Fortune 1000 Largest Companies, the Russell 2000 Index, and the S&P SmallCap600 Index. CACI provides dynamic careers for over 20,000 employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.