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

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.