DAI Help Desk Support- Journeyman

Job description

Position Description:

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 onsite 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 with 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
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Skills:

·  Finance & Accounting
·  Oracle Financial
·  Customer Experience Management

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.