Functional Analyst – Tier 1 Helpdesk

Lebanon, VA

Functional Analyst – Tier 1 Helpdesk

Category: Business Analysis (functional and technical)

Main location: United States, Virginia, Lebanon

Position ID: J1023-1806

Employment Type: Full Time

Position Description:

Join CGI Federal and have the opportunity to support Momentum, our web-based financial ERP system built to support federal financial, budget, asset and procurement management lifecycles. Momentum has been a trusted system for over 40 years and is currently utilized by 190 federal organizations and agencies in all three government branches. Our user community is ever-growing and opportunities to expand your career at CGI are on the rise. Come and be a member of a dynamic and global IT leader that is built on member and client satisfaction. The CGI Momentum Program is seeking a self-motivated candidate with strong analytical and communication skills to join our dynamic Momentum Tier 1 Help Desk (HD) team. This role is customer-facing and provides opportunities to learn and grow both functionally and technically while serving a fast-paced agency customer. The HD has a uniquely analytical aspect to the work which supports and enhances member growth and skill development all while providing opportunities to actively engage and work with a larger team of highly experienced functional analysts and SMEs.

Your future duties and responsibilities:

Checking HD Voicemail, assigning tickets that came in during the night/morning before, check HD shared inbox, and reply to any missed messages.

Support Agency with the following systems: Momentum, IPP IBM Maximo, and E2 Travel

Use Cireson ticketing system in addition to JIRA to create, track, and resolve tickets.

Answer the shared Cisco Jabber phone number with other HD members with any incoming calls.

Update the Momentum wiki with updates and changes to procedures and walkthroughs.

Attend Client and CGI team production meetings.

Assist HD Lead and Functional Lead with special projects as needed.

Assist personnel covering for out-of-office members.

Work hours: 7AM – 3PM (Must be online and available during this window).

Required qualifications to be successful in this role:

Knowledge of Momentum 7.8 minimum.

Customer-facing experience.

Analytical trouble-shooter and good communicator.

Successful experience working in a fast-paced environment.


Desired to learn and grow by recommending improvements to improve efficiency and effectiveness of delivery to Client.

Willingness and desire to expand duties to other areas beyond the Helpdesk while still supporting Helpdesk responsibilities.



CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to: skill set level; experience and training; and licensure and certifications. CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $40,800 - $80,900.


  • Client Management

  • Momentum General Systems

What you can expect from us:

Insights you can act on

While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.

When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned .

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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 dependent upon specific assignment and/or level of US government security clearance held. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

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.