ERP Business Systems Analyst I — Tier-1 Support Lead

ERP Business Systems Analyst I — Tier-1 Support Lead

Position Description
Do you have a passion for supporting complex enterprise systems and helping end users resolve issues quickly and effectively? Can you leverage your technical curiosity and customer service mindset to keep mission critical financial applications running smoothly? CGI Federal has an exciting opportunity for an ERP Business Systems Analyst 1 within our Intel sector, contributing to secure, high performance financial system operations.
As an entry level ERP Business Systems Analyst, you will lead Tier 1 support for our enterprise financial platforms, serving as the first point of contact for resolving user requests, documenting issues, and maintaining help desk workflows. You will work in a fast paced, collaborative, outcome driven environment committed to delivering stable, predictable operations and exceptional user support.
This position is located on site in Springfield, VA.

Your future duties and responsibilities
.    Manage and monitor the financial system Tier 1 help desk queue, ensuring timely triage and resolution of user issues. 
.    Troubleshoot day to day ERP functionality issues, interpret user error messages, and assist with system navigation and workflow clarification.
.    Provide clear, accurate documentation of ticket activities, steps taken, and resolutions to maintain an audit ready help desk trail. 
.    Support development and maintenance of SOPs, training materials, process guides, and communications tied to help desk operations and system releases. 
.    Produce daily help desk performance metrics and operational statistics to support leadership visibility and continuous improvement. 
.    Assist with basic system validation tasks, including test script execution, release note review, and user workflow checks following software updates. 
.    Collaborate with Tier 2 analysts to package escalated issues with complete context and reproducible steps for upstream troubleshooting.

Required qualifications to be successful in this role
.    Bachelor's degree in Information Technology, Business Administration, Finance, Computer Science, or equivalent experience. 
.    Active Top Secret with the ability to obtain and maintain a TS/SCI with polygraph. 
.    Foundational understanding of ERP systems, financial workflows, or enterprise applications. 
.    Basic knowledge of the Software Development Life Cycle (SDLC), testing processes, and configuration practices. 
.    Strong analytical thinking, attention to detail, and commitment to high quality ticket documentation. 
.    Excellent communication and customer service skills, with the ability to work closely with users in a support setting.
Desired qualifications/non essential skills required:
.    Active TS/SCI with polygraph
.    Familiarity with ticketing systems such as Service+ or similar ITSM platforms. 
.    Some exposure to SQL, relational databases, or enterprise software such as SAP, Oracle, or Momentum. 
.    Foundational understanding of Agile/Scrum or Change Management concepts. 
.    Experience creating process guides or user support documentation. 
.    Strong organizational and time management skills to manage multiple tickets and support activities concurrently.
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $51,600.00 $136,200.00.
CGI Federal's benefits are offered to eligible professionals on their first day of employment to include:  
.    Competitive compensation
.    Comprehensive insurance options
.    Matching contributions through the 401(k) plan and the share purchase plan
.    Paid time off for vacation, holidays, and sick time
.    Paid parental leave
.    Learning opportunities and tuition assistance
.    Wellness and Well being programs
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