Technical Customer Support Specialist III – DAI Help Desk and Reporting SME

Redwood Strategy Group (RSG) is a minority owned, Economically Disadvantaged Woman-Owned Small Business (EDWOSB) founded on over 17 years of thought-to-action leadership supporting military departments, Department of Defense, and agencies across the U.S. Federal Government with transformation, strategy, and operations. At RSG, we are committed to our company foundation - our employees. The minute you start working here, you become an integral part of our team, our future, and you will play a key role in the continued growth of our company.
Innovative Solutions. Cultivated Talent. Accelerative Success.

Redwood Strategy Group is seeking a Technical Customer Support Specialist III – DAI Help Desk and Reporting SME to support a Department of War (DoW) financial management program. This position provides Tier 1 functional and technical support for the Defense Agencies Initiative (DAI), with primary responsibility for Procure-to-Pay (P2P), Cost Accounting (CA), and Oracle Time and Labor (OTL). The position also serves as the agency’s Oracle Business Intelligence Enterprise Edition (OBIEE) subject-matter expert, developing and maintaining dashboards, reports, and analytic views.
DAI Help Desk Support

- Primary Tier 1 help desk support for DAI-related functional, technical, access, and processing issues.

- Troubleshoot and resolve issues primarily involving P2P, Cost Accounting, and OTL.

- Record, manage, track, escalate, and close customer issues using Serena Business Manager or a comparable customer relationship management and ticketing system.

- Perform root-cause analyses of recurring or complex help desk issues.

- Clearly communicate findings, resolutions, procedures, and ticket status to customers through the ticketing system, email, telephone, and virtual meetings.

- Coordinate with the DAI PMO and other technical or functional support teams to resolve escalated issues.

- Produce help desk metrics and recurring operational reports to identify trends, discrepancies, and common support needs.

Procure-to-Pay Support

- Apply knowledge of Oracle R12 Contract Lifecycle Management, Purchasing, and iProcurement.

- Troubleshoot and resolve requisition, obligation, purchasing, Access Online interface errors, and supplier-related issues.

- Support supplier configuration and novation activities.

- Add and maintain suppliers in DAI using the System for Award Management supplier-interface process.

- Assist users with financial transactions and related P2P business processes.

Cost Accounting and Project Support

- Provide functional assistance with DAI Cost Accounting and Oracle Projects.

- Support the creation and configuration of projects, tasks, and project templates.

- Assist with issues involving project accounting, document obligation types, and related financial processes.

- Apply knowledge of Order-to-Cash and Cost Accounting processes when researching and resolving customer issues.

Oracle Time and Labor Support

- Troubleshoot and resolve timecard creation, submission, validation, approval, and payroll-processing issues.

- Assist with HR employee-record and payroll-related problems affecting OTL.

- Apply knowledge of Absence Management and Premium Management when resolving paid-time-off, leave, and premium-pay processing issues.

- Provide users with guidance on applicable OTL procedures and business rules.

OBIEE Reporting and Advana/Data Analytics

- Serve as the agency’s OBIEE and Advana subject-matter expert.

- Design, develop, customize, maintain, and support dashboards and reports in OBIEE and Advana.

- Create reports incorporating drill-down and dynamic analytic views, pivot tables, charts, column selectors, and hyperlinks to related analyses.

- Analyze financial and operational data to identify trends, discrepancies, anomalies, and reporting requirements.

- Develop recurring and ad hoc reports that support agency leadership, financial operations, and help desk performance.

- Troubleshoot repo