About this opportunity
i360technologies, Inc. lists this Sr EBS Analyst | Master Data Lead opportunity in chesapeake, Virginia. Review the employer’s description below for duties, qualifications and application requirements.
Job description
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 ServiceNow 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 ServiceNow and that service level agreements are met.
Produce and submit recurring reports, including weekly summaries, O&M reports, and monthly statistics drawn from ServiceNow.
Lead testing of the applications that support Tier 1 functions (for example, ALM, ServiceNow, 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.
Qualifications
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 ServiceNow (or similar ITSM platform) and user account administration.
Nice to Have
Experience supporting Oracle Federal Financials users.
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 and obtain client site access.
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)
Equal Opportunity Employer
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.
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Worksite address
chesapeake, VA, 23322, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.