PeopleSoft Help Desk


Washington, DC

Job Description:

*** PEOPLESOFT Experience is REQUIRED…it is NOT optional. ***

The ideal candidate for this position will be fully knowledgeable about PeopleSoft HRMS Federal Application, and be able to support the needs of the Service Center. They also will be a strongly skilled PeopleSoft Administrator. The PeopleSoft Help Desk support service center will operate as a Tier 2 level of support Monday-Friday from 7:00 a.m. – 6:00 p.m., excluding Federal holidays, and may be required to provide user level support on Saturdays from 8:00 a.m. to 3:00 p.m.

Key Responsibilities:

  • Will manage help desk SLAs and the ticket management system
    • Will log and track calls and incidents daily
    • Will monitor usage, compliance and services
  • Will work with Functional and Development teams to identify and resolve defects
  • Will perform system testing of PeopleSoft HRMS Federal application
  • Will work with the client to identify and prioritize defects, coordinate production migrations
  • Will monitor and support, defect resolution and change request activities within team
  • Must be able to communicate effectively with business users and ensure customer satisfaction is met
    • Will produce monthly incident summary reports that provide management input for key problem areas and potential user training requirements
    • Must stay abreast of modifications to the application through participation in user requirements, software change control reviews, design adaptations/customizations reviews, Independent Validation and Verification System testing, other user/management related forums, and documenting the outcomes, as required
    • Will create Support Center user manuals
    • Will assist in the installation of software, including printer set-ups

Required Skills & Experience:

  • 5+ years PeopleSoft HRMS 8.x or higher
  • 1+ years PeopleSoft Help Desk experience
  • Possess a working understanding of IT and business operations
  • Knowledge of sound business practices and a proven track record of exceeding customer expectations and anticipating their needs are also required

Desired Skills & Experience:

  • Knowledge of PeopleSoft Federal applications
  • Experience presenting to and interfacing with leadership
  • Ability to troubleshoot and resolve network and wireless issues
  • Highly detail oriented

Education/Clearance Requirements:

  • PeopleSoft Enterprise 9 Human Capital Management, Human Resources Consultant Certified Expert
  • PeopleSoft Human Resources Rel 9.x OR PeopleSoft HCM Rel 8.x to 9.x delta
  • Must be a U.S. citizen and currently hold or be eligible to obtain and maintain a top level security clearance. Current Secret Clearance highly preferred.