Chantilly, Virginia, United States of America
1 day ago
WBSCM Service Desk Analyst
WBSCM Service Desk Analyst

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

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The Opportunity:

CACI is seeking a Service Desk Analyst to join the United States Department of Agriculture (USDA) program to provide WBSCM system support.

Responsibilities

Engage/diagnose/analyze all incoming issues surrounding the WBSCM system (via phone, e-mail, self-service entries, etc). Resolving at least 80% of issues at the Service Desk level, minimizing those (less than 20%) out of scope that require escalation.Become adept enough at all WBSCM user tasks to be able to solve all manner of issues users might encounter. These include but are not limited to issues with logins and account creation, placing orders of various types, entering GRs (Goods Receipts), creating ASNs (Advanced Shipping Notices), submitting eINVs (Electronic Invoices), using various reports, and more.Must possess excellent communication skills and be able to answer incoming calls from users, create tickets for them, and assist those users, solving their issues on first contact whenever possible.Independently apply critical thinking strategies for all business process actions to be able to assist users through any function/action in the system. Work with both technical and non-technical users to convey appropriate solutions based on the user’s level of understanding.Be able to effectively communicate information to and work collaboratively with teammates.Review/Update process documentation related to Service Desk operations and support.Complete various back-end monitoring tasks to report any discrepancies found between the SRM and ECC production environments, and the EKPO Deletion and SMQ1/SMQ2 reports.Complete daily WBSCM user uploads/updates in ServiceNow production environment via transform mapping, when applicable.Contribute to testing for special ad-hoc projects regarding the WBSCM production environment, as well as testing for scheduled WBSCM production upgrades, enhancements, and monthly releases.Once up to speed, assist in training of WBSCM processes and other tasks to newer staff that may come on board in the future.


Assist with Monthly Release (go-live) activities for the OCM team including the following:

Validation of training materialsValidation of release notesValidation of system fixesCreation and sending of the go-live communication to the user communityContext Sensitive Help validation


Qualifications:
2-4 years of experience in customer support for a technical software or hardware service desk environment, preferably in a web-based environment addressing one or more of the below areas:
• Supply Chain Management (SCM)
• Materials Management (MM)
• Technical (ABAP, BASIS, BI, PI, Enterprise Portal)
• Customer Relationship Management (CRM)
• Supplier Relationship Management (SRM)
• Sales and Distribution(SD)
• Finance and Controlling (FICO)

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What You Can Expect:

 

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

 

An environment of trust.

CACI takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

 

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

 

Your potential is limitless. So is ours.

Learn more about CACI here.

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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is:

$48,300-$96,600

CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected characteristic.

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