Federal Financial Client Support Director (Tier II/III)

CGI (www.cgi.com/usfederal)


  Full Time   Employee   Contractor

District of Columbia
United States

Federal Financial Client Support Director (Tier II/III)

Position Description
-Oversee and manage the Client and Account team members supporting the Administration of the United States Courts (AOUSC) financial management practice and corresponding business rules and policies defined and implemented within an COTS ERP system.
-Assist with managing incoming customer support requests and resolutions by capturing, tracking, managing resolution of requests by responding and/or coordinating the appropriate response to customers by leveraging available resources, deliverables and client and/or business owners directly.
-Inquires made, as well as communication and resolution to inquires will be logged and managed through a centralized incident management system.
-Support key client stakeholders with status and incident management reporting, as well as ad-hoc requests. Your future duties and responsibilities
The Federal Financial Client Support Director (Tier II/III) will be responsible for overseeing and managing the Client Services team while also providing customer and administrative support on client site Mondays through Fridays surrounding Vendor Management and business rules/policies as defined by the Agency and PM.


-Logging all applicable customer inquires within the designated incident management tools
-Responding to inquires in a timely manner via voice and/or electronically
-Recording resolutions within the designated incident management tool
-Support the client with facilitating and capturing resolutions requiring their attention within this space
-Support administrative functions - such as daily, weekly, monthly and quarterly reporting on statistics and performance leveraging analytic tool sets.
Required qualifications to be successful in this role

*MUST have experience with Tier II & III helpdesk*

-Must have a Bachelor's degree
-Must have at least 5 years experience leading/overseeing a group within a Tier II/III Customer/Client Service Support environment for a Government Federal Agency
-Knowledge of Momentum Federal Financial Management Systems (Accounting and/or Vendor Management) within a Federal Agency
-Previous client/customer service and/or support role
-Strong documentation skills
-Strong communications skills
-Due to the nature of this government contract, US Citizenship is required
-Must be able to obtain a Government Security Clearance (Public Trust) to start employment
-Must be able to pass a company background investigation/check in order to start employment

Desired Skills:
-Experience with Tableau and/or other Business Intelligence/Analytics Tools
-Incident Management
-Configuration Management
At CGI, we?re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 65,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans.

We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted.

No unsolicited agency referrals please.

All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary depending upon specific assignment, or upon any US government security clearance if required. Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, gender Identity, sexual orientation, national origin, age, disability, veteran status, pregnancy, or other status protected by law. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI?s legal duty to furnish information.

To apply for this job, contact:
Human Resources

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