DAI Help Desk Support- Journeyman

CGI Group Inc.•Quantico, VA

67d•$61,900 - $137,100•Onsite

About The Position

The DAI Helpdesk Support Specialist (Journeyman will be responsible for providing comprehensive operational and maintenance support for the Defense Agencies Initiative (DAI). This role includes managing a helpdesk to support 6,000-6,500 users, ensuring seamless communication with DAI stakeholders, and maintaining up-to-date business process and architecture materials. The team will handle approximately 300-400 new tickets monthly and support system migrations, updates, and operational cycles. This position is located in our Fairfax, VA office with work performed at client site in Quantico, VA.

Requirements

BA/BS and 3+ years DAI experience (Degree waivable 5+ years experience)
Experience in managing a high-volume helpdesk, preferably within a defense agency context.
Strong understanding of financial systems, data integration, and accounting processes.
Proficient in creating and maintaining documentation and training materials.
Excellent communication skills for coordinating with various stakeholders.
Demonstrated ability to manage multiple tasks and prioritize effectively.

Responsibilities

Helpdesk Management: Operate and maintain the helpdesk, supporting 6,000-6,500 users.
Manage approximately 300-400 new tickets monthly, ensuring timely resolution and escalation when necessary.
Provide one-on-one and group training on DAI procedures, both in-person and virtually.
System Coordination and Communication: Serve as the primary contact for resolving issues related to the DAI system.
Coordinate with OCFO budget execution and financial system leads.
Track and report ticket status, including resolution timeframes, in weekly reports to government PM.
Documentation and Process Support: Develop, update, and maintain DAI Business Process and Architecture materials, including SOPs and desk guides.
Support System Change Request processes, including documentation and tracking.
Program Management: Compile helpdesk ticket metrics and participate in monthly meetings with the DAI Program Management Office.
Provide program management support to OCFO's Financial Systems and Data team.
Technical and Analytical Support: Complete and compile various financial and operational reports for different DCSA systems.
Troubleshoot and resolve various transaction and integration errors.
Support the maturation of accounting structures and integration processes within DAI.
Training and User Support: Conduct new user and refresher training sessions for various DAI modules.
Maintain and update job aids, SOPs, and work instructions.
Data Management and Reporting: Assist with data services architecture for sustaining DCSA Data Lake and Data Warehouse capabilities.
Support ServiceNow WCF Billing Data Services and other data solutions.
Compliance and Audit: Audit user account activities and ensure compliance with cybersecurity policies.
Monitor and resolve system interface errors and user access issues.