*US Citizenship Required

*Hybrid Position in Washington DC

*Position is subject to contract award

Position Description

The Production Support Analyst (Tier 1/2) to support the Export-Import Bank of the United States (EXIM). This role is responsible for providing day-to-day operational support, incident management, and user assistance for a mission-critical Oracle EBS financial system. The analyst will support EXIM activities by managing service requests, resolving incidents, and ensuring timely response and resolution in accordance with service level expectations.

Requirements

• Bachelor's degree in IT, Business, or related field (or equivalent experience)
• 8+ years of experience in application or production support
• Experience with incident management and ticketing systems (e.g., Jira)
• Strong troubleshooting and problem-solving skills
• Ability to support users in a fast-paced, operations environment
• Incident and service request management
• User support and troubleshooting
• Ticket tracking and documentation
• Communication and customer service skills
• Experience with Oracle EBS or financial systems
• Familiarity with IT service management (ITSM) processes
• Experience supporting federal or regulated environments

Responsibilities

• Manage and resolve service requests and incident tickets (SE tickets) in Jira
• Provide Tier 1/2 user support for system issues and inquiries
• Monitor system alerts and respond to operational issues
• Escalate complex issues to appropriate technical teams
• Track and support adherence to service level agreements (SLAs)
• Document resolutions and maintain knowledge base articles
• Support reporting and status tracking of incidents and requests
• Ensure timely response to user requests (within defined timeframes)