Careers


Help Desk Analysts

Systemania Corporation is looking for five (5) Help Desk Analysts with Oracle E-Business Suite support experience for long term positions for a client in Dulles, VA.

  • Contract Periods: 3/1/2012 - 3/31/2015.
  • Location: Dulles, VA
  • Work Schedule: M-F (excluding holidays) between 6AM-7PM
  • Type: Contract – corp to corp or 1099. No benefits
  • Citizenship: not required but must pass BI
  • MUST HAVE: experience SUPPORTING Oracle E-Business Suite END USERS. We are NOT looking for developers or system admins.

Background/Project Description

Resources assigned to the Service Desk should be experienced in: managing end user’s requests for support through a ticket management system; able to provide superior level customer service to end users; be familiar with ITIL standards and HDI best practices; possess direct experience in supporting an ERP system (Oracle E-Business Suite) in a diverse environment; and, be familiar with the principals of total ticket ownership throughout its lifecycle.

Detailed Tasks

Resources assigned to the Service Desk will be expected to:

  • Provide Tier 1 phone support to end users for a wide array of technical support requests and issues. Will be required to research, resolve and respond to requests for assistance.
  • Follow standard operating procedures and adhere to policies as they relate to Service Desk functions.
  • Provide exceptional customer service.
  • Address end user requests via telephone, email and web-based tickets.
  • Exercise good judgment to escalate tickets as required to resolve the end user’s request while maintaining ownership of the ticket through its lifecycle.
  • Manage daily activities using an enterprise Service Desk ticketing system (Service-Now preferred).
  • Provide clear and timely communications to end users and management as required.
  • Resolve Level 1 calls by leveraging remote assistance tools.
  • Preparing documentation to support activities completed; updating knowledgebase as required and providing feedback to the end users and management team.

Requirements

  • (5) Years of General IT experience
  • (3) Years of Service Desk experience
  • BS Degree or equivalent experience
  • Experience supporting Oracle E-Business Suite end users (One or more of the following: Oracle CRM, Oracle Financials, Oracle HRMS, Oracle Mobile Supply Chain Applications, Oracle Order Management, Oracle Procurement, Oracle Project Portfolio Management, Oracle Quotes, Oracle Transportation Management, Oracle Warehouse Management Systems, Oracle Inventory, Oracle Enterprise Asset Management)
  • Relevant Certifications: A+, HDI, MCDST, ITIL

Applications will only be accepted via email. If you qualify, we will contact you by phone to schedule an interview.





Please make sure you read the "How to apply" section in the Job Opportunities page before you contact us for this position.