Mar 28
Secret
Mid Level Career (5+ yrs experience)
$80,000
No Traveling
Finance
Quantico, VA (On-Site/Office)
DAI Help Desk Support- Journeyman -J0225-1377
Position Description
he 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 Quantico, Va..
Your future duties and responsibilities:
1. **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.
2. **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.
3. **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.
4. **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.
5. **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.
6. **Training and User Support:**
- Conduct new user and refresher training sessions for various DAI modules.
- Maintain and update job aids, SOPs, and work instructions.
7. **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.
8. **Compliance and Audit:**
- Audit user account activities and ensure compliance with cybersecurity policies.
- Monitor and resolve system interface errors and user access issues.
Required qualifications to be successful in this role:
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.
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $57,100.00 - $121,900.00.
Benefits
CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:
•Competitive compensation
•Comprehensive insurance options
•Matching contributions through the 401(k) plan and the share purchase plan
•Paid time off for vacation, holidays, and sick time
•Paid parental leave
•Learning opportunities and tuition assistance
•Wellness and Well-being programs
Position Description
he 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 Quantico, Va..
Your future duties and responsibilities:
1. **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.
2. **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.
3. **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.
4. **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.
5. **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.
6. **Training and User Support:**
- Conduct new user and refresher training sessions for various DAI modules.
- Maintain and update job aids, SOPs, and work instructions.
7. **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.
8. **Compliance and Audit:**
- Audit user account activities and ensure compliance with cybersecurity policies.
- Monitor and resolve system interface errors and user access issues.
Required qualifications to be successful in this role:
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.
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $57,100.00 - $121,900.00.
Benefits
CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:
•Competitive compensation
•Comprehensive insurance options
•Matching contributions through the 401(k) plan and the share purchase plan
•Paid time off for vacation, holidays, and sick time
•Paid parental leave
•Learning opportunities and tuition assistance
•Wellness and Well-being programs
group id: 91098338
