Tier 2 Helpdesk Analyst

Role overview Provide advanced production support for Momentum Financials, resolving complex user issues and helping maintain reliable financial system operations. The role combines ticket ownership, data analysis, stakeholder coordination, testing, and support for enhancements and releases in a high-visibility environment.

Responsibilities - Investigate and resolve Tier 2 support tickets, keeping stakeholders informed about progress and blockers. - Review documentation and reproduce issues in non-production environments to develop complete resolutions. - Facilitate discussions with users and stakeholders to clarify and validate reported problems. - Coordinate with government staff, developers, testers, and subject matter experts on requirements and fixes. - Support configuration, testing, validation, enhancements, and production issue analysis; use SQL for data extracts. - Assess the impact of proposed changes, releases, and patches, maintain Tier 1 knowledge articles, and provide status, risk, and improvement recommendations.

Requirements - U.S. citizenship and ability to pass a Tier 2 MBI background investigation. - At least five years working with the Momentum Financials front end and supporting its implementation or operations; database experience is preferred. - Understanding of federal finance processes such as general ledger, budgeting, accounts payable, accounts receivable, and financial reporting. - Strong analytical, problem-solving, written, and verbal communication skills. - Ability to work independently and with a team, manage changing priorities, and meet deadlines.

Nice to have - Government environment experience, Agile, SAFe, or hybrid delivery experience, or a degree in business, accounting, finance, information systems, or a related field.

Benefits and work setup Full-time role with no travel requirement listed. The source describes healthcare, retirement, family support, learning, and time-off benefits.