ERP Business Systems Analyst I - Tier-1 Support Lead
The ERP Business Systems Analyst I - Tier-1 Support Lead is responsible for managing Tier 1 help desk operations for enterprise financial systems, ensuring timely resolution of user issues and maintaining high-quality documentation. This role supports system stability through troubleshooting, process documentation, and collaboration with Tier 2 analysts, contributing to efficient financial system operations in a fast-paced, on-site environment.
About Careertakes
👉 Important disclosure: Careertakes is a third-party recruiting platform supporting this hiring process. If selected, you will be employed directly by our client, IT.
Applicants for this role may also receive access to additional matched opportunities through the Careertakes platform.
Position Overview
This role supports on-site Tier‑1 help desk operations for enterprise financial ERP platforms in North Springfield, VA. The successful candidate will be the primary point of contact for end users, triaging and resolving day‑to‑day ERP issues, documenting tickets to audit-ready standards, and working with Tier‑2 teams for escalations. This is an on-site, full-time role that requires eligibility for high-level U.S. security clearances.
What You’ll Do
- Manage and monitor the financial system Tier‑1 help desk queue to ensure timely triage and resolution of user issues.
- Troubleshoot ERP functionality problems, interpret error messages, and guide users through workflows and system navigation.
- Maintain clear, accurate, and audit-ready ticket documentation (steps taken, root cause when known, and resolution).
- Support creation and maintenance of SOPs, user guides, training materials, and release communications tied to help desk operations.
- Produce daily help‑desk metrics and operational reports to support leadership visibility and continuous improvement.
- Execute basic system validation tasks: run test scripts, review release notes, and perform user workflow checks after updates.
- Package escalations for Tier‑2 analysts with full context, reproducible steps, and any supporting artifacts.
Required Qualifications
- Bachelor’s degree in Information Technology, Business Administration, Finance, Computer Science, or equivalent experience.
- Active Top Secret clearance with the ability to obtain and maintain a TS/SCI with polygraph.
- Foundational understanding of ERP systems, financial workflows, or other enterprise applications.
- Basic knowledge of the Software Development Life Cycle (SDLC), testing processes, and configuration practices.
- Strong analytical thinking, attention to detail, and commitment to high‑quality ticket documentation.
- Excellent written and verbal communication and customer service skills; comfortable working directly with end users.
Preferred (Nice-to-Have) Skills
- Active TS/SCI with polygraph (preferred).
- Experience with ITSM/ticketing systems (Service+, Remedy, ServiceNow, etc.).
- Exposure to SQL and relational databases, or experience with SAP, Oracle, Momentum, or similar enterprise software.
- Familiarity with Agile/Scrum, Change Management concepts, and basic release-test coordination.
- Experience creating process guides, knowledge articles, or user support documentation.
- Strong organization and time management skills to handle multiple concurrent tickets.
Security & Location
- This position is located on-site in North Springfield, VA (postal code 22151).
- Candidates must meet background investigation requirements and possess or be able to maintain required U.S. security clearances.
Compensation & Benefits
- Reasonable estimated U.S. salary range for this role: $51,600 — $136,200 per year.
- Benefits typically include competitive compensation, comprehensive insurance options, 401(k) contributions, paid time off, parental leave, tuition assistance, and wellness programs. Specific offerings and eligibility will be provided by the confidential client.
Why This Role Matters
- You’ll help keep mission‑critical financial applications running smoothly for mission-focused teams.
- This is an entry-level analyst role with strong exposure to enterprise ERP support, metrics-driven operations, and collaboration across support tiers — a solid foundation for growth in enterprise systems and IT operations.
Equal Opportunity & Hiring Transparency
Careertakes and our client are Equal Opportunity Employers committed to building a diverse and inclusive workforce. We prohibit discrimination or harassment of any kind. To support a fair and efficient hiring process, AI tools may be used to assist with application review or resume screening. These tools do not replace human decision-making. Final hiring decisions are made by people.
If you have questions about how your data is used, please contact us directly.
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