Note: The job is a remote job and is open to candidates in USA. PBG delivers mission-focused solutions that eliminate inefficiency and power transformation for federal agencies requiring agility, security, and impact. The Senior Service Desk Analyst provides Tier 2/3 application support and operational reporting for a federal agency's grants management application portfolio, serving as the primary point of contact for resolving service desk tickets and maintaining reports and dashboards.
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
Skills
- 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
- 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
Benefits
- 401K Retirement Plan
- Medical Plan options with significant financial investments from PBG
- Prescription benefit plan
- Dental and Vision coverage
- Employee Assistance Program
- Short term / Long-term disability
- Supplemental group life and AD&D options
- Yearly Bonuses
- Generous Paid Time Off / Paid Holidays
- Career/Professional Development Program
- Spot Bonus Program
Company Overview