Tier 2 Helpdesk Analyst

Quick Facts

• Role: Tier 2 Helpdesk Analyst (Information Technology)
• Clearance: Tier 2 MBI required upon hire
• Employment: Full time, Regular

Description

Provide advanced customer support in a production environment for Momentum Financials, including maintaining and resolving ticket workloads and communicating status and impediments. Analyze project documentation and production issues (including via SQL data extracts) to deliver timely resolutions, coordinate with stakeholders, and perform impact analyses for changes, releases, and patches. Maintain tier 1 knowledge articles and streamline support processes using AI.

Responsibilities

• Resolve advanced Momentum Financials helpdesk tickets in production
• Use project tracking tools to manage workload, statuses, and impediments
• Analyze documentation and test in non-production environments to ensure complete resolutions
• Facilitate meetings/workshops/interviews to gather and validate ticket issues
• Collaborate with government staff, developers, testers, and Momentum SMEs to confirm requirements are correctly implemented
• Support system configuration, testing/validation, and execution support
• Support Momentum enhancements and defect tracking/fixes
• Perform impact analyses for proposed system changes, releases, and patches
• Use SQL queries for data extracts
• Troubleshoot production issues by analyzing system behavior and reviewing data to identify root causes
• Ensure deliverables meet governance, standards, and documentation requirements
• Provide status updates, risks, and recommendations to leadership/stakeholders
• Contribute to continuous process improvement and optimize Momentum functionality and reporting
• Maintain Knowledge Articles for Tier 1
• Use AI to streamline processes, improve communication, and reduce costs

Requirements

• Ability to pass a Tier 2 MBI background investigation upon hire
• 5+ years working with Momentum Financials front-end (database experience preferred)
• Minimum 5 years supporting Momentum Financials implementations or operations
• Knowledge of federal financial processes: General Ledger, Budgeting, Accounts Payable, Accounts Receivable, financial reporting
• Strong analytical, problem-solving, written, and oral communication skills
• Ability to work independently and with a team
• Ability to handle multiple shifting priorities and meet deadlines
• Flexibility to work required hours for tight deadlines

Benefits

• Flexible time off and learning resources
• Healthcare, wellness, financial, retirement, family support, continuing education, and time-off benefits
• Competitive compensation; proposed salary range: $63,300–$129,700