Role Description
Provides advanced application support, systems analysis, access administration, and ServiceNow-based incident management for OBIWAN’s FAA user community. The position performs initial triage, Tier 1 and Tier 2 resolution, selected Tier 3 technical analysis, account and credential support, escalation coordination, testing, user communications, documentation, knowledge management, trend analysis, and continuous service improvement for an enterprise financial reporting platform.
The candidate must have the ability to operate effectively under pressure adhering to the ProSol Core Values of:
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Agility: rapid adaptation to the changing requirements and environment of our clients;
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Excellence: Service quality that exceeds the expectations of our clients;
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Integrity: Accountability and honesty−always doing the right thing;
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Long-Term Commitment: Unquestioned loyalty and dedication to our clients, partners and employees.
Qualifications
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Advanced experience using ServiceNow or a comparable IT service-management platform for incidents, requests, problems, changes, assignments, escalations, knowledge articles, metrics, and service-level tracking.
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Strong systems-analysis and application-troubleshooting skills, including the ability to interpret user symptoms, reproduce issues, review logs, query data, isolate dependencies, and validate solutions.
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Working knowledge of Oracle Analytics / OBIEE, enterprise reporting, SQL/query concepts, user-access controls, authentication, financial data, and common browser/client issues.
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Ability to communicate clearly with non-technical users and technical specialists, translating business impact into actionable technical information and technical findings into understandable user guidance.
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Knowledge of IT service management, incident/problem/change practices, knowledge management, quality documentation, and continuous service improvement.
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Ability to manage multiple priorities, maintain accurate ticket records, meet escalation timeframes, and exercise independent judgment while protecting sensitive information.
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Strong writing skills for user instructions, standard operating procedures, known-error articles, status updates, trend reports, and resolution documentation.
Requirements
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Bachelor’s degree in information systems, computer science, business systems, accounting, finance, data analytics, or a related field; directly relevant experience may substitute for a portion of formal education.
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At least five years of experience supporting enterprise business applications, financial systems, analytics/reporting platforms, or comparable federal information systems.
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At least three years of hands-on experience with ServiceNow or a comparable enterprise IT service-management platform.
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Demonstrated experience with Tier 1/Tier 2 support, technical escalation, access administration, incident documentation, user communications, testing, and knowledge-base development.
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Experience supporting financial, accounting, budget, procurement, or business-intelligence users and data is strongly preferred.
Preferred Qualifications
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ServiceNow Certified System Administrator, ITIL Foundation, Oracle Analytics, Security+, or comparable service-management/application credential.
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Experience with FAA systems, OBIWAN, DELPHI, PRISM, Oracle Analytics Server, or other federal financial-reporting platforms.
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Working experience with SQL, JIRA, Git, Jenkins, Agile/DevSecOps, test management, release validation, and root-cause analysis.
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Experience administering accounts, roles, credentials, PIV/MFA access, service accounts, or authorization workflows in federal environments.
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Experience building operational dashboards and trend analyses from ServiceNow or similar ticket data.
Core Competencies
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ServiceNow and ITSM operations
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Application and user support
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Systems analysis and troubleshooting
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Access administration
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Customer communication and escalation
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Knowledge management
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Ticket metrics and trend analysis
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Quality documentation and continuous improvement
Supervisory Responsibilities
This position has no routine direct reports. The employee may coordinate ticket ownership, lead support huddles, provide peer review, mentor junior or backup personnel, and direct user-support activities during incidents or high-volume periods.
Work Environment and Physical Requirements
Work is primarily performed remotely or at a Contractor facility using Government-furnished equipment and FAA systems. The role requires extended computer and telephone use, frequent written communication, sustained attention to detailed ticket and access records, and occasional support outside normal hours for high-impact incidents, releases, or user-impacting outages.
Performance Expectations
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Users receive responsive, accurate, respectful support and clear communications throughout the ticket lifecycle.
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Tickets are correctly categorized, prioritized, documented, escalated, resolved, and closed within required timeframes or promptly reported when thresholds cannot be met.
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Access actions are authorized, traceable, secure, and consistent with least privilege and FAA procedures.
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Recurring issues are converted into useful knowledge content, preventive improvements, training, or technical problem records.
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ServiceNow data and monthly metrics accurately reflect workload, aging, trends, user impact, resolution performance, and improvement opportunities.
Position Description Disclaimer
This description summarizes the position’s primary duties and may be revised for related business or contract needs. It does not create an employment contract. Reasonable accommodations may be provided in accordance with applicable law and company policy.
Additional Information
ProSol is an equal opportunity employer, all interested qualified applicants are encouraged to apply, EEO/D/M/V/F. ProSol welcomes and encourages diversity in the workforce. All your information will be kept confidential according to EEO guidelines.
