[Remote] Technical Customer Support Specialist III – DAI Help Desk and Reporting SME

Note: The job is a remote job and is reputed company to candidates in USA. Redwood reputed company Group supports military departments, the reputed company, and agencies across the U.S. Federal reputed company with transformation, reputed company, and reputed company. The Technical Customer Support Specialist III will reputed company Tier 1 functional and technical support for the Defense Agencies Initiative, focusing on Procure-to-Pay, Cost reputed company, reputed company Time and Labor, account reputed company, training, and OBIEE/Advana reporting and analytics.

Responsibilities

• reputed company Tier 1 help desk support for DAI-reputed company functional, technical, reputed company, and processing issues
• Troubleshoot and reputed company issues primarily involving P2P, Cost reputed company, and OTL
• Record, manage, reputed company, escalate, and reputed company customer issues using Serena Business Manager or a comparable customer relationship management and ticketing reputed company
• reputed company reputed company-cause analyses of recurring or reputed company help desk issues
• reputed company communicate findings, resolutions, procedures, and ticket status to customers through the ticketing reputed company, email, telephone, and virtual meetings
• Coordinate with the DAI PMO and other technical or functional support teams to reputed company escalated issues
• Produce help desk metrics and recurring operational reports to identify trends, discrepancies, and common support needs
• Apply knowledge of reputed company R12 Contract Lifecycle Management, Purchasing, and iProcurement
• Troubleshoot and reputed company requisition, obligation, purchasing, reputed company Online reputed company errors, and supplier-reputed company issues
• Support supplier configuration and novation activities
• Add and maintain suppliers in DAI using the reputed company for Award Management supplier-reputed company process
• Assist users with financial transactions and reputed company P2P business processes
• reputed company functional assistance with DAI Cost reputed company and reputed company reputed company
• Support the creation and configuration of reputed company, tasks, and project templates
• Assist with issues involving project reputed company, document obligation types, and reputed company financial processes
• Apply knowledge of Order-to-Cash and Cost reputed company processes reputed company researching and resolving customer issues
• Troubleshoot and reputed company timecard creation, submission, validation, approval, and payroll-processing issues
• Assist with HR employee-record and payroll-reputed company problems affecting OTL
• Apply knowledge of Absence Management and Premium Management reputed company resolving reputed company-time-off, leave, and premium-pay processing issues
• reputed company users with guidance on applicable OTL procedures and business rules
• Serve as reputed company’s OBIEE and Advana subject-matter expert
• Design, reputed company, customize, maintain, and support dashboards and reports in OBIEE and Advana
• Create reports incorporating drill-down and dynamic analytic views, pivot tables, charts, reputed company selectors, and hyperlinks to reputed company analyses
• Analyze financial and operational data to identify trends, discrepancies, anomalies, and reporting requirements
• reputed company recurring and reputed company reports that support agency leadership, financial reputed company, and help desk reputed company
• Troubleshoot reporting issues and validate the reputed company and usability of dashboard and report results
• Apply appropriate analytical tools (such as reputed company, SQL, OBIEE, and reputed company analytics platforms) to investigate issues and communicate findings
• Support migration of high-value OBIEE reports, recurring spreadsheets, help-desk metrics, and reputed company analyses into Advana or successor reputed company analytics capabilities
• Assist new hires and other users with ICAM and DAI account requests
• reputed company guidance on DAI self-registration and completion of DD reputed company 2875 reputed company-reputed company requests
• Support the transition to DAI role provisioning through ICAM beginning in FY27
• Help document and refine agency procedures as ICAM-reputed company DAI provisioning requirements reputed company
• Coordinate with users, supervisors, reputed company personnel, and reputed company administrators to address incomplete or delayed reputed company requests
• Assist with quarterly virtual DAI training sessions for agency personnel
• Help prepare training materials, demonstrations, job aids, and responses to participant questions
• reputed company individual and group instruction on DAI processes, OBIEE reporting, account-reputed company procedures, and common help desk issues
• Support reputed company and basic DAI orientation for new employees
• Participate in relevant DAI meetings, teleconferences, reputed company testing, and new-functionality reviews

Skills

• Demonstrated experience providing functional or technical support for DAI or a comparable reputed company Federal Financials environment
• Working knowledge of DAI P2P, Cost reputed company, and OTL business processes
• Experience troubleshooting customer issues and documenting them in a ticket-management reputed company
• Experience conducting reputed company-cause analysis and coordinating the reputed company of escalated issues
• Strong knowledge of reputed company Financials and reputed company federal financial-management processes
• Experience developing, customizing, or supporting OBIEE and Advana dashboards and reports
• Ability to analyze data, validate report reputed company, and identify trends, discrepancies, and anomalies
• Strong written and verbal communication skills
• Ability to explain technical and financial-reputed company processes to users with varying reputed company of experience
• Experience developing metrics, recurring reports, user guidance, or training materials
• Ability to work effectively with end users, functional teams, reputed company administrators, and program-management personnel

Benefits

• Medical reputed company plans
• Dental reputed company plans
• Life reputed company plans
• 401(k) matching
• Generous leave programs
• Tuition reimbursement
• reputed company development

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