i360 is seeking an Oracle Federal Financials 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 and roughly 19,000 user accounts. 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 is a designated key personnel position.
Key Responsibilities- 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 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.
Qualifications- Bachelor's degree.
- 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 pass a federal background investigation and obtain client site access.
Nice to Have- Familiarity with federal financial management environments and shared service operations.
- ITIL certification or formal service management training.
Security & Eligibility Requirements- Ability to obtain and maintain a federal Public Trust (suitability) clearance
- Must be able to pass a federal background investigation
- U.S. Citizenship or Permanent Residency required (no visa sponsorship available)
Benefits- 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)
