Business Analyst driving requirements gathering and improvement of business processes at the Department of Veterans' Affairs. Involvement in stakeholder engagement, strategy development, and analytics.
About the role
- IT Service Desk and Access Management Analyst role providing technical support and managing Oracle user access. Involved in triaging helpdesk tickets and ensuring compliance with access management standards.
Responsibilities
- Triage Level 1–2 helpdesk tickets related to hardware, software, and network issues
- Document incidents, resolutions, and escalation paths in the ITSM platform
- Collaborate with infrastructure and application teams to ensure timely issue resolution
- Provide remote and in-person support for end-user devices, applications, and system access
- Assign, modify, and revoke Oracle roles and data access permissions based on business requests and compliance standards
- Create, maintain, and offboard users across enterprise systems: Oracle Fusion, OTM/GTM, RFSmart, CPQ, OFS, OIC, OCI, and Vertex along with DAS for users in fusion.
- Maintain Fusion license assignments and monitor usage for compliance and optimization
- Set up and manage Procurement Agents in Oracle Fusion
- Configure and manage Resources and Field Technicians in OFS and related systems
- Implement and maintain Risk Management module in Oracle Fusion
- Ensure compliance with Segregation of Duties (SoD) policies and user access controls
- Perform periodic access reviews and support internal/external audits
Requirements
- 3+ years of experience in IT support, helpdesk operations, and ERP access management (Oracle, SAP or another Enterprise ERP)
- Strong understanding of ITIL practices and ticketing systems
- Ability to triage technical issues
- Excellent communication and documentation skills
- Must be willing to work on Shift (exact timings TBC)
Benefits
- Health insurance
- 401(k) matching
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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