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# EBS Analyst | Master Data Lead Organization

- **Company:** i360technologies, Inc
- **Location:** Chesapeake, VA, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Oracle (Applications), Topdesk, Server Administration, Oracle Hyperion, Functional Programming, User Administration, Servicenow
- **Published:** August 21, 2026
- **Apply:** https://www.careerbuilder.com/job-details/sr-ebs-analyst-master-data-lead-chesapeake-va--40cf0698-6d45-4440-a67a-2692ef913870

## About the Role

* Bachelor''s degree.
 * Minimum 6 years of related experience, with significant time leading help desk or application support operations.
 * Demonstrated experience managing ticket queues, service levels, and a support team.
 * Experience with ServiceNow (or similar ITSM platform) and user account administration.

Nice to Have

 * Experience supporting Oracle Federal Financials users.
 * Familiarity with federal financial management environments and shared service operations.
 * ITIL certification or formal service management training.

Security & Eligibility Requirements

 * Ability to obtain and maintain a federal Public Trust (suitability) clearance
 * Must be able to pass a federal background investigation and obtain client site access.
 * U.S. Citizenship or Permanent Residency required (no visa sponsorship available), Accidental Death and Dismemberment (AD&D), Analysis Skills, Background Investigation, Consulting, Customer Support/Service, Documentation, Federal Government, Financial Management, Functional Programming Languages, Health Plan, Help Desk, Help Desk Software, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Incident Management, Life Insurance, Operational Support, Oracle Financials, Process Improvement, Reimbursement, Service Level Agreement (SLA), ServiceNow, Software Administration, Technical Delivery, Testing, United States Citizen, User Account Administration

## Description

* Lead the Tier 1 help desk team, serving as the central point of support for system issues, funds check errors, and transaction problems received through ServiceNow tickets, phone, email, and walk-ins.
 * Oversee user account management and administration across roughly 19,000 accounts.
 * Manage incident triage, categorization, research, and escalation for issues that cannot be resolved at Tier 1.
 * Ensure all calls and requests are documented accurately in ServiceNow and that service level agreements are met.
 * Produce and submit recurring reports, including weekly summaries, O&M reports, and monthly statistics drawn from ServiceNow.
 * Lead testing of the applications that support Tier 1 functions (for example, ALM, ServiceNow, FSMS).
 * Support audit requests by participating in meetings and providing documentation and data.
 * Coordinate with Tier 2, the functional and program leads, and the client program office on escalations and process improvements.


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