Tier 2 Helpdesk Analyst

CACI International

22h•$63,300 - $129,700

About The Position

CACI is seeking an experienced Tier 2 Helpdesk Analyst to support the Department of Veterans Affairs in a high-visibility environment. The role provides advanced customer support for Momentum Financials in a production environment and requires prior experience working with Momentum Financials. The analyst works with government employees, developers, testers, stakeholders, and Momentum subject matter experts to resolve issues, support system changes, and ensure requirements are understood and implemented correctly. The position includes managing tickets, analyzing documentation and system behavior, testing in non-production environments, supporting configuration and validation, using SQL for data extracts, and maintaining Tier 1 knowledge articles. The analyst also performs impact analyses, shares status and risks with leadership, and contributes to process improvement, including using artificial intelligence to streamline processes, improve communication, and reduce costs.

Requirements

Be a U.S. citizen and have the ability to pass a Tier 2 MBI background investigation upon hire.
At least 5 years of experience working with the Momentum Financials front end; database experience is preferred.
At least 5 years of experience supporting Momentum Financials implementations or operations.
Knowledge of federal financial processes, including General Ledger, Budgeting, Accounts Payable, Accounts Receivable, and financial reporting.
Strong analytical, problem-solving, written, and oral communication skills.
Ability to work independently and as part of a team to solve problems.
Ability to handle multiple and shifting priorities efficiently and effectively while meeting deadlines.
Flexibility to work the hours needed to meet tight deadlines.

Nice To Haves

Experience working in a government environment.
Experience with Agile, SAFe, or hybrid delivery methodologies.
Bachelor’s degree in Business, Accounting, Finance, Information Systems, or a related field.
Momentum Financials database experience.

Responsibilities

Provide advanced customer support for Momentum Financials in a production environment.
Maintain and resolve a workload of tickets and communicate ticket statuses and impediments through 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 subject matter experts to ensure requirements are clearly understood and correctly implemented.
Support system configuration, testing, validation activities, and execution support.
Support Momentum enhancements, defect tracking, and fixes.
Perform impact analyses for proposed system changes, releases, and patches.
Use SQL queries for data extracts.
Troubleshoot Momentum production issues by analyzing system behavior and data, coordinating with technical teams to identify root causes, and recommending 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 identify opportunities to optimize Momentum functionality and reporting.
Maintain knowledge articles for Tier 1.
Use artificial intelligence to streamline processes, improve communication, and reduce costs.

Benefits

Flexible time off benefit.
Learning resources and learning and development opportunities.
Healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
Competitive compensation and benefits options designed to support employees and their families.

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