Service Desk Analyst, Tier 2

Job Description

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. Rephrasing the description: Provide high-tier support for customers navigating Momentum Financials. Efficiently address and monitor support tickets, promptly communicating updates and challenges using project management tools. Investigate project documentation and perform tests in controlled settings to provide stakeholders with comprehensive solutions in a timely manner. Conduct meetings, workshops, and interviews with stakeholders to gather insights, confirm details, and evaluate ticket-related issues. Collaborate with government personnel, developers, testers, and Momentum subject matter experts to guarantee clear comprehension and accurate execution of requirements. Assist in system configuration, testing protocols, validation activities, and execution support. Work on improving Momentum's functionality and resolve defects. Perform impact studies for proposed system modifications, releases, and patches. Execute SQL queries for data retrieval. Help resolve Momentum production problems by analyzing system behaviors, reviewing data, and coordinating with the tech team to identify underlying causes and propose effective solutions. Ensure all deliverables follow project standards, governance procedures, and documentation specifications. Deliver regular status reports, highlight potential risks, and offer strategic recommendations to leadership and stakeholders. Foster continuous process enhancements and seek opportunities to optimize Momentum's features and reporting capabilities. Maintain Knowledge Articles for Tier 1 support. Implement Artificial Intelligence to simplify workflows, improve communication, and decrease operational costs.

Qualifications

1. US citizen with the ability to pass a Tier 2 MBI background investigation upon hire 2. 5+ years of experience working with Momentum Financials front-end and preferably database 3. At least 5 years of experience supporting Momentum Financials implementations or operations 4. Knowledge of federal financials processes such as General Ledger, Budgeting, Accounts Payable, Accounts Receivable, and financial reporting 5. Strong analytical, problem-solving, written, and oral communication skills 6. Ability to work both independently and with a team to solve problems 7. Able to handle multiple and shifting priorities while meeting deadlines efficiently and effectively 8. Flexibility to put in hours needed to meet tight deadlines Rephrasing the requirements: 1. Must be a U.S. citizen and able to pass a Tier 2 MBI background check for employment. 2. Over 5 years of experience with Momentum Financials front-end, database experience preferred. 3. A minimum of 5 years supporting Momentum Financials implementations or operations. 4. Comprehensive understanding of federal financial procedures, including General Ledger, Budgeting, Accounts Payable, Accounts Receivable, and financial reporting. 5. Excellent analytical and problem-solving skills, with strong written and verbal communication abilities. 6. Capable of working independently and collaboratively in a team to address challenges. 7. Ability to manage multiple and changing priorities while consistently meeting deadlines. 8. Willingness to work flexible hours to meet critical deadlines.

Benefits

- healthcare - wellness - financial - retirement - family support - continuing education - time off benefits Rephrasing the benefits: - Comprehensive healthcare coverage options - Programs focused on employee wellness and health - Financial planning and investment assistance - Retirement savings plans with employer contributions - Family support resources and services - Opportunities for continuing education and professional development - Generous time off policies for vacation, holidays, and personal leave