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 reporting issues and validate the accuracy and usability of dashboard and report results.
• Apply appropriate analytical tools (such as Excel, SQL, OBIEE, and enterprise analytics platforms) to investigate issues and communicate findings.
• Support migration of high-value OBIEE reports, recurring spreadsheets, help-desk metrics, and manual analyses into Advana or successor enterprise analytics capabilities.

ICAM and DAI Account Support

• Assist new hires and other users with ICAM and DAI account requests.
• Provide guidance on DAI self-registration and completion of DD Form 2875 system-access requests.
• Support the transition to DAI role provisioning through ICAM beginning in FY27.
• Help document and refine agency procedures as ICAM-based DAI provisioning requirements evolve.
• Coordinate with users, supervisors, security personnel, and system administrators to address incomplete or delayed access requests.

Training and User Support

• Assist with quarterly virtual DAI training sessions for agency personnel.
• Help prepare training materials, demonstrations, job aids, and responses to participant questions.
• Provide individual and group instruction on DAI processes, OBIEE reporting, account-access procedures, and common help desk issues.
• Support onboarding and basic DAI orientation for new employees.
• Participate in relevant DAI meetings, teleconferences, system testing, and new-functionality reviews.

• Demonstrated experience providing functional or technical support for DAI or a comparable Oracle Federal Financials environment.
• Working knowledge of DAI P2P, Cost Accounting, and OTL business processes.
• Experience troubleshooting customer issues and documenting them in a ticket-management system.
• Experience conducting root-cause analysis and coordinating the resolution of escalated issues.
• Strong knowledge of Oracle Financials and related federal financial-management processes.
• Experience developing, customizing, or supporting OBIEE and Advana dashboards and reports.
• Ability to analyze data, validate report accuracy, and identify trends, discrepancies, and anomalies.
• Strong written and verbal communication skills.
• Ability to explain technical and financial-system processes to users with varying levels of experience.
• Experience developing metrics, recurring reports, user guidance, or training materials.
• Ability to work effectively with end users, functional teams, system administrators, and program-management personnel.

Preferred Qualifications

• Hands-on experience with ICAM account management, access requests, or role provisioning.
• Knowledge of Oracle R12 Contract Lifecycle Management, Purchasing, iProcurement, Oracle Projects, Absence Management, and Premium Management.
• Experience with ADVANA/Data Analytics tool.
• Experience supporting ICAM and DD Form 2875 processing.
• Experience with Serena Business Manager or a comparable CRM and ticketing application.
• Prior experience supporting a Department of Defense agency or other federal organization.

Security Requirements

• U.S. Citizenship required.

• Ability to obtain and maintain a Tier 3 (or higher) background investigation and Common Access Card (CAC), as required by the Government.

By submitting my application, I declare that all the above information is correct and accurate.

RSG offers a first-class total rewards package that includes competitive salaries, medical, dental and life insurance plans, 401k matching, generous leave programs, tuition reimbursement, professional development; and more!

RSG is an equal opportunity employer/veteran/disability/41 CFR 60-1.4. We are committed to providing equal opportunity in all employment-related activities without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetic information, gender identity or expression, veteran status or any other basis prohibited by law or RSG policy. Reasonable accommodation, based on disability, religious observances, or other designated areas as defined by law will be considered in accordance with applicable law and RSG policy.