Senior Service Desk Analyst (Must be a U.S. Citizen) - USDA

Senior Service Desk Analyst (Must be a U.S. Citizen) - USDA

Hybrid DC

PBG delivers mission-focused solutions that eliminate inefficiency and power transformation for federal agencies requiring agility, security, and impact.

Citizenship: U.S. Citizenship Required

Position Summary

The Senior Service Desk Analyst with Reporting provides Tier 2/3 application support and operational reporting for a federal agency's grants management application portfolio. This role is the primary point of contact for resolving assigned service desk tickets related to application functionality, user access, and data issues across a suite of grants management systems. In addition to service desk responsibilities, the Senior Analyst runs, maintains, and lightly modifies existing reports and dashboards using Oracle APEX and Jasper Reports. This role operates fully remotely, supports service desk operations from 6:00 AM to 7:00 PM ET, and works closely with the project manager, software development team, and the government COR to ensure timely ticket resolution and reporting accuracy.

Key Responsibilities

• Serve as primary Tier 2/3 service desk point of contact for assigned tickets related to application functionality, user access, data discrepancies, and reporting for the agency's grants management application suite.
• Address and resolve all assigned service desk tickets within defined SLA targets: P1 (work stoppage) ≤30 min response / ≤4 hr resolution; P2 (high) ≤4 hr response / ≤1 business day resolution; P3 (normal) ≤1 business day response / ≤5 business days resolution; P4 (low) ≤2 business days response / ≤10 business days resolution.
• Run, distribute, and maintain existing operational reports and dashboards in Oracle APEX and Jasper Reports; update report parameters, filters, and date ranges as requested by agency stakeholders.
• Perform basic report modifications including adding/removing fields, adjusting layouts, and refreshing data queries under direction of the Senior Software Developer or COR.
• Manage user accounts and permissions across grants management applications; conduct monthly account audits and generate monthly account creation/modification reports for CREEMS and other applications.
• Identify, document, and track known system bugs and technical issues that impact application functionality; provide clear issue documentation and escalate to the development team for resolution.
• Provide NIFA-GMI service desk support: address and resolve assigned eRA-related tickets, assist with agency-specific routing guidance, and coordinate NIFA eRA connectivity issues with appropriate teams.
• Ensure integration continuity flags are escalated when external data feeds (Grants.gov, NIH eRA, Treasury ASAP, FMMI) show anomalies or failures impacting data availability for reports.
• Maintain complete and accurate ticket documentation including classification, priority, customer contact logs, steps taken, root cause or workaround, and closure notes — minimum 95% audit compliance monthly.
• Contribute to O&M backlog items within scope: document requirements for reporting-related items, participate in backlog grooming, and conduct functional testing prior to production deployments.
• Ensure all reporting outputs and any developed content comply with Section 508 / WCAG Level AA accessibility standards.
• Contribute to weekly and monthly status reports including SLA metrics, ticket resolution summaries, and backlog aging updates.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field; OR equivalent combination of education and experience.
• Minimum 4 years of experience in IT service desk, application support, or data reporting roles; up to 7 years for this Senior level band.
• Working proficiency with SQL for basic data queries and troubleshooting; Oracle Database experience preferred.
• Hands-on experience running and maintaining reports in Oracle APEX, Jasper Reports, or a comparable reporting tool.
• Strong customer service and written communication skills; able to translate technical issues into plain-language resolutions for end users.
• Experience with ticketing systems (Remedy, JIRA, or equivalent) for issue tracking, documentation, and SLA management.
• Active U.S. Public Trust Moderate Risk investigation or ability to obtain one; higher designation may apply.
• U.S. Citizenship required.
• Ability to complete annual federal ISA and ROB mandatory training at contractor's expense.

Preferred Qualifications

• Familiarity with federal grants management workflows or systems (Grants.gov, NIH eRA, FMMI, Treasury ASAP).
• Experience supporting Oracle APEX 21 applications or Oracle ORDS-based interfaces.
• Experience in a federal IT environment or government contractor setting.
• Familiarity with user account management across enterprise applications including access audits.
• Section 508 / WCAG Level AA compliance awareness for reporting outputs.
• Experience with Confluence or SharePoint for documentation management.