Financial System Helpdesk Analyst

XLA is seeking a highly organized and self-motivated Technical Support Specialist to support the DEA's Finance Division software engineering team. This role will drive software development initiatives and ensure seamless delivery of services. The ideal candidate will have a strong background in software requirement, testing, issue tracking, release management, and documentation.

Key Responsibilities:

Issue & Request Tracking and Resolution

• Facilitate the assignment, resolution, and communication of support tickets for the Finance Software Development (FNE) team using JIRA.
• Facilitate the process for tracking incoming enhancement request and help manage the pipeline of new work.
• Act as a liaison between stakeholders and the development team to ensure timely issue resolution.

Release Management

• Coordinate application releases with the Finance Systems Section (FNS) and other stakeholders.
• Ensure compliance with internal policies, effective communication, and DevOps best practices throughout the release process.

Core Documentation

• Maintain, review, and update core FNE product documentation using Confluence.
• Ensure documentation is accurate and up to date.

Status Reporting

• Track ongoing initiatives and provide standardized status reports and metrics.
• Deliver detailed monthly reports to DEA section chief, highlighting progress and showcasing key performance indicators.

Qualifications:

Education: Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.

Experience:

• Proven experience supporting web application development projects, preferably in a government or contracting environment.
• Hands-on experience with issue/requirement tracking using tools like JIRA, Github, or AzureDevOps.
• Hands-on experience with knowledge management system like Confluence.
• Familiarity with software release management processes and coordination.

Skills:

• Exceptional organizational and time-management skills.
• Self-motivated with the ability to work independently and manage multiple priorities.
• Strong communication skills to liaise with technical teams, stakeholders, and leadership.
• Proficiency in status reporting and delivering detailed metrics-driven reports.
• Experience working with federal agencies, particularly in finance or IT support contracts.

Additional Requirements

• Ability to work onsite at the DEA facility.

Must pass background checks and security clearance requirements as mandated by the DEA contract.