TRIRIGA IWMS Help Desk Support Analyst

The Help Desk Support specialist is a designated Key Personnel role responsible for providing Tier 2 and Tier 3 technical support for the TRIRIGA IWMS application. This role ensures the stability and functionality of the environment by resolving user issues, managing ticket escalations, and maintaining critical support documentation. The specialist serves as a technical subject matter expert to ensure that the IRS receives high-quality, responsive service for all released TRIRIGA modules.

Compensation & Benefits:

Estimated Starting Salary Range for HD: TBD

Pay commensurate with experience.

Full time benefits include Medical, Dental, Vision, 401K and other possible benefits as provided. Benefits are subject to change with or without notice.

HD Responsibilities Include:

• Resolve Tier 2 issues including systematic errors, workflow malfunctions, and data issues associated with TRIRIGA project records such as leases, occupancy agreements, and budgets.
• Respond to complex or critical production outages and bugs, coordinating directly with IBM and IBM FedRAMP cloud hosting services for resolution.
• Monitor and log tickets to meet strict resolution times: 4 hours for "Critical" issues and 1 business day for "High" priority issues.
• Administer user rights and permissions, including establishing, modifying, and disabling accounts through the Business Entitlement Access Request System (BEARS).
• Maintain the Bi-Weekly Bug/Defect Tracking Log and the Monthly Help Desk Log, identifying trends and recurring issues for management attention.
• Maintain the Knowledge Management (KM) repository and update monthly Frequently Asked Questions (FAQs) on the IRS SharePoint site.
• Support automated monitoring of performance, resource utilization, and API availability within the provider's boundary.
• Provide technical support to Facilities Management and Security Services (FMSS) and respond to information requests from the COR or PMO.

HD Experience, Education, Skills, Abilities requested:

Required Qualifications

• Bachelor's degree in computer science, Information Systems, or a related field; or equivalent experience.
• Relevant experience supporting IBM TRIRIGA and/or other IWMS systems for Federal Agencies.
• Expertise in industry-standard ticket management systems (e.g., ServiceNow, JIRA).
• Familiarity with TRIRIGA permissions, role-based access, and interface troubleshooting.
• Ability to work under general supervision and manage multiple concurrent tasks with minimal guidance.
• Strong analytical, and problem-solving skills.
• Exceptional customer service and clear communication skills for effective end-user engagement.

Preferred Qualifications

• Hands-on experience with TRIRIGA Cloud-Based SaaS environments.
• Familiarity with integration points such as LDAP, APIs, CAD, and GIS.
• Knowledge of NIST SP 800-53, FISMA, and FedRAMP security requirements.
• Minimum Security Level:
  • Tier 4 Public Trust (High Risk/Sensitive)
  • Must comply with IRS HSPD-12 PIV procedures for system access.
• Mut pass pre-employment requirements of Cherokee Federal.

Company Information:

Cherokee Nation System Solutions (CNSS) is a part of Cherokee Federal - the division of tribally owned federal contracting companies owned by Cherokee Nation Businesses. As a trusted partner for more than 60 federal clients, Cherokee Federal LLCs are focused on building a brighter future, solving complex challenges, and serving the government's mission with compassion and heart. To learn more about CNSS, visit cherokee-federal.com.

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Cherokee Federal is a military friendly employer. Veterans and active military transitioning to civilian status are encouraged to apply.

Legal Disclaimer: Cherokee Federal is an equal opportunity employer. Please visit cherokee-federal.com/careers for information regarding our Affirmative Action and Equal Opportunity Employer Statement, and Accommodation request.

Many of our job openings require access to government buildings or military installations. Candidates must pass pre-employment qualifications of Cherokee Federal.

Please Note: This position is pending a contract award. If you are interested in a future with Cherokee Federal, APPLY TODAY! Although this is not an approved position, we are accepting applications for this future and anticipated need.