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

Job description

Redwood Strategy Group (RSG) is a minority owned, Economically Disadvantaged Woman-Owned Small Business (EDWOSB) founded on over 17 years of thought-to-action leadership supporting military departments, Department of Defense, and agencies across the U.S. Federal Government with transformation, strategy, and operations. At RSG, we are committed to our company foundation - our employees. The minute you start working here, you become an integral part of our team, our future, and you will play a key role in the continued growth of our company. ***Innovative** Solutions. **Cultivated** Talent. **Accelerative** Success.* Redwood Strategy Group is seeking a Technical Customer Support Specialist III – DAI Help Desk and Reporting SME to support a Department of War (DoW) financial management program. This position provides Tier 1 functional and technical support for the Defense Agencies Initiative (DAI), with primary responsibility for Procure-to-Pay (P2P), Cost Accounting (CA), and Oracle Time and Labor (OTL). The position also serves as the agency’s Oracle Business Intelligence Enterprise Edition (OBIEE) subject-matter expert, developing and maintaining dashboards, reports, and analytic views. **DAI Help Desk Support** - Primary Tier 1 help desk support for DAI-related functional, technical, access, and processing issues. - Troubleshoot and resolve issues primarily involving P2P, Cost Accounting, and OTL. - Record, manage, track, escalate, and close customer issues using Serena Business Manager or a comparable customer relationship management and ticketing system. - Perform root-cause analyses of recurring or complex help desk issues. - Clearly communicate findings, resolutions, procedures, and ticket status to customers through the ticketing system, email, telephone, and virtual meetings. - Coordinate with the DAI PMO and other technical or functional support teams to resolve escalated issues. - Produce help desk metrics and recurring operational reports to identify trends, discrepancies, and common support needs. **Procure-to-Pay Support** - Apply knowledge of Oracle R12 Contract Lifecycle Management, Purchasing, and iProcurement. - Troubleshoot and resolve requisition, obligation, purchasing, Access Online interface errors, and supplier-related issues. - Support supplier configuration and novation activities. - Add and maintain suppliers in DAI using the System for Award Management supplier-interface process. - Assist users with financial transactions and related P2P business processes. **Cost Accounting and Project Support** - Provide functional assistance with DAI Cost Accounting and Oracle Projects. - Support the creation and configuration of projects, tasks, and project templates. - Assist with issues involving project accounting, document obligation types, and related financial processes. - Apply knowledge of Order-to-Cash and Cost Accounting processes when researching and resolving customer issues. **Oracle Time and Labor Support** - Troubleshoot and resolve timecard creation, submission, validation, approval, and payroll-processing issues. - Assist with HR employee-record and payroll-related problems affecting OTL. - Apply knowledge of Absence Management and Premium Management when resolving paid-time-off, leave, and premium-pay processing issues. - Provide users with guidance on applicable OTL procedures and business rules. **OBIEE Reporting and Advana/Data Analytics** - Serve as the agency’s OBIEE and Advana subject-matter expert. - Design, develop, customize, maintain, and support dashboards and reports in OBIEE and Advana. - Create reports incorporating drill-down and dynamic analytic views, pivot tables, charts, column selectors, and hyperlinks to related analyses. - Analyze financial and operational data to identify trends, discrepancies, anomalies, and reporting requirements. - Develop recurring and ad hoc reports that support agency leadership, financial operations, and help desk performance. - Troubleshoot reporting issues and validate the accuracy and usability of dashboard and report results. - Apply appropriate analytical tools (such as Excel, SQL, OBIEE, and enterprise analytics platforms) to investigate issues and communicate findings. - Support migration of high-value OBIEE reports, recurring spreadsheets, help-desk metrics, and manual analyses into Advana or successor enterprise analytics capabilities. **ICAM and DAI Account Support** - Assist new hires and other users with ICAM and DAI account requests. - Provide guidance on DAI self-registration and completion of DD Form 2875 system-access requests. - Support the transition to DAI role provisioning through ICAM beginning in FY27. - Help document and refine agency procedures as ICAM-based DAI provisioning requirements evolve. - Coordinate with users, supervisors, security personnel, and system administrators to address incomplete or delayed access requests. **Training and User Support** - Assist with quarterly virtual DAI training sessions for agency personnel. - Help prepare training materials, demonstrations, job aids, and responses to participant questions. - Provide individual and group instruction on DAI processes, OBIEE reporting, account-access procedures, and common help desk issues. - Support onboarding and basic DAI orientation for new employees. - Participate in relevant DAI meetings, teleconferences, system testing, and new-functionality reviews. ### Required Qualifications - Demonstrated experience providing functional or technical support for DAI or a comparable Oracle Federal Financials environment. - Working knowledge of DAI P2P, Cost Accounting, and OTL business processes. - Experience troubleshooting customer issues and documenting them in a ticket-management system. - Experience conducting root-cause analysis and coordinating the resolution of escalated issues. - Strong knowledge of Oracle Financials and related federal financial-management processes. - Experience developing, customizing, or supporting OBIEE and Advana dashboards and reports. - Ability to analyze data, validate report accuracy, and identify trends, discrepancies, and anomalies. - Strong written and verbal communication skills. - Ability to explain technical and financial-system processes to users with varying levels of experience. - Experience developing metrics, recurring reports, user guidance, or training materials. - Ability to work effectively with end users, functional teams, system administrators, and program-management personnel.