Service Desk Analyst – Tier 2
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Job Description
Service Desk Analyst providing advanced customer support in Momentum Financials for the Department of Veterans Affairs. Collaborating with stakeholders and resolving technical issues in a timely manner.
Responsibilities:
- Provide advanced customer support in a production environment for Momentum Financials
- Maintain and resolve a workload of tickets and communicate statuses and impediments within project tracking tools
- Analyze project documentation and test in non-production environments to provide complete resolutions to stakeholders in a timely manner
- Facilitate meetings, workshops, and interviews with stakeholders to gather, validate, and review ticket issues
- Collaborate with government employees, developers, testers and Momentum SMEs to ensure requirements are clearly understood and implemented correctly
- Support system configuration, testing, validation activities, and execution support
- Work on Momentum enhancements and defect tracking and fixes
- Perform impact analyses for proposed system changes, releases, and patches
- Utilize SQL queries for data extracts
- Assist in troubleshooting Momentum production issues by analyzing system behavior, reviewing data, and coordinating with technical team to identify root causes and recommend solutions
- Ensure deliverables comply with project standards, governance processes, and documentation requirements
- Provide status updates, risks, and recommendations to leadership and stakeholders
- Contribute to continuous process improvement and help identify opportunities to optimize Momentum functionality and reporting
- Maintain Knowledge Articles for Tier 1
- Utilize Artificial Intelligence to streamline processes, improve communication and reduce costs
Requirements:
- US citizen with the ability to pass a Tier 2 MBI background investigation upon hire
- 5+ years of experience working with Momentum Financials front-end and preferably database
- At least 5 years of experience supporting Momentum Financials implementations or operations
- Knowledge of federal financials processes such as General Ledger, Budgeting, Accounts Payable, Accounts Receivable, and financial reporting
- Strong analytical, problem-solving, written, and oral communication skills
- Ability to work both independently and with a team to solve problems
- Able to handle multiple and shifting priorities while meeting deadlines efficiently and effectively
- Flexibility to put in hours needed to meet tight deadlines
- Desired: Secret security clearance
- Experience working in a government environment
- Prior Agile, SAFe, or hybrid delivery methodologies experience
- Bachelor’s degree in Business, Accounting, Finance, Information Systems, or related field
Benefits:
- healthcare
- wellness
- financial
- retirement
- family support
- continuing education
- time off benefits
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