Oracle EBS Help Desk Specialist (Federal / NOAA BAS Support)

ITegrity, Inc. is seeking a customer-focused Oracle EBS Help Desk Specialist to provide functional and end-user support services for the NOAA Finance Office. In this role, you will act as a core support resource for NOAA Business Application Solutions (BAS), assisting federal users with Oracle E-Business Suite (EBS) functional inquiries, logging and routing tickets, and resolving user-reported issues.

You will work as part of an integrated help desk team, providing both base help desk services and supplemental Tier 0/Tier 1 intake and routing during high-volume periods (such as fiscal year-end).

Key Responsibilities

• Functional User Support & Client Service: Provide courteous, prompt, and professional support to NOAA end-users encountering functional issues with Oracle EBS and associated finance applications.
• Ticket Management & Resolution: Log into help desk phone queues, monitor team and individual email inboxes, voicemail, and Google Chat. Log all interactions, diagnoses, actions taken, and updates into ServiceNow (or other government-provided ticketing software).
• Customer Advocacy & Follow-Up: Take complete ownership of customer issues from initial intake through final resolution. Conduct research, perform root-cause analysis, and maintain regular communication with users for complex issues requiring extended resolution times.
• Tier 0/1 Intake & Escalation: Support high-volume initial intake, basic troubleshooting, and seamless ticket routing for NOAA Business Application Solutions (BAS). Escalate complex or specialized technical issues to Tier 2/3 teams following established Finance Office procedures.
• Knowledge Sharing & Training: Support end-user training efforts and actively contribute to the development and maintenance of knowledge base articles to improve client self-service capabilities.
• Operational Availability & Team Coordination: Maintain continuous availability during work hours. Coordinate with federal staff, branch leadership, and team members to ensure seamless operational coverage during lunch, meetings, peak periods, and fiscal year-end (FYE) processing.

Basic Qualifications & Required Skills

• Core Technical Expertise: Demonstrated functional proficiency and hands-on experience supporting end-users on Oracle E-Business Suite (Oracle EBS) financial/business modules.
• Ticketing Systems: Practical experience using ServiceNow or equivalent enterprise help desk issue-tracking platforms.
• Customer Service Excellence: Strong problem-solving skills with a track record of providing professional, patient, and thorough client service via phone, email, and chat.
• Communication: Clear, effective written and verbal communication skills; ability to document detailed steps and write end-user knowledge base articles.
• Adaptability: Ability to thrive in a team environment under flexible coverage structures, including peak-period workload increases.

Preferred Qualifications

• Prior experience supporting federal finance, accounting, or business systems (specifically NOAA or Department of Commerce environments).
• Experience with Tier 0 / Tier 1 application intake and routing in a high-volume federal help desk context.