The desired candidate will work as a member of a centralized Help Desk Team, providing Oracle EBS R12.2.5. Tier2/Tier 3 functional analysis and problem resolution for user-reported problems. Help Desk Team resources work closely with users, partner help desk analysts, technical solution developers, and Oracle Functional resources to perform analysis, design and delivery of solutions for reported problems. May also be asked to work evenings and weekends as needed to support the customer base.
Analyzing and resolving solution functional issues and elevating defects and change requests through the problem resolution process.
Documenting helpdesk trouble tickets in the Online Ticket Reporting System tool and leveraging to create metrics and frequently asked question guides.
Receiving and analyzing help desk tickets to develop resolution specific to the problem or to escalate for additional analysis and troubleshooting.
Conducting and participating in recurring weekly meetings with deployed customer helpdesk partners to capture agency level issues and share lessons learned.
Supporting development and maintenance of websites and tools to facilitate information exchange.
Developing and delivering functional helpdesk training sessions for deploying agency helpdesks and PMO helpdesk team members
EDUCATION & EXPERIENCE:
Prior demonstrated sustainment support experience on an Oracle EBS program
Demonstrated functional knowledge of Oracle R12.2.5 Budget to Report, Cost Accounting, Order to Fulfill, Procure to Pay, Acquire to Retire and Time and Labor.
Current Clearance or ability to attain a NACLC Security Clearance.
Bachelor's degree in related field and minimum 4 years of related experience.
Prior Oracle workflow experience in the DOD/Federal Government environment
Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.
CACI is an Equal Opportunity Employer: Females / Minorities / Individuals with Disabilities / Protected Veterans.
US-Falls Church-VA-VIRGINIA SUBURBAN