Senior Digital Technical Support Engineer

2 weeks ago

Bengaluru, Karnataka, India SPG CONSULTING AND SOLUTIONS SERVICES PVT LTD Full time

Role Definition :

  • We are looking for a Onestream User Support Engineer to join our Onestream User experience team.
  • This individual will be responsible for supporting GFSD Employees to provide them with overall product/software support and resolve any issues that may arise related to Onestream application.
  • Your role is critical in maintaining a positive user experience and ensuring the users have smooth interactions with the OneStream platform.
  • The ideal candidate will be passionate about working with users and providing exceptional user service.

Functional Support :
Primary Duties and Responsibilities :

  • Provide assistance to users regarding Onestream software functionality, setup, upgrades, error messages, and any other systemrelated issues.
  • Provide functional support for Onestream financial consolidation application.

Issue Resolution :
Oversee the resolution of user-reported issues, ensuring the highest level of satisfaction.

  • Conduct root cause analysis and manage communication with Onestream Users.
  • Act as the first point of contact for user issues, analyze problems, identify solutions, and follow up on issue resolution.
  • Ensure all interactions with OneStream users are positive and handled with a high sense of urgency.

Team Leadership :

  • Manage and guide the user support team, fostering a collaborative and efficient environment.
  • Collaborate with other teams to help solve support problems, provide training, and other issues that may arise.

Continuous Improvement :
Drive process improvements and optimize support operations.

  • Support the adoption of best practices and contribute to a prudent Client's IT Global Support model.
  • Lead by example and encourage information sharing, teambased resolution activity, cross training and putting an emphasis on resolving cases as quickly and effectively as possible.

Client Satisfaction :

  • Ensure that users receive timely and effective support.
  • Ensure system proper system performance through analyzing system performance metrics via tools internal and external to OneStream.
  • Monitor system reconciliation points to ensure high level financial metrics match between systems.
  • Play a key role in conducting root cause analysis, corrective actions, quality assurance processes and routine issue resolution.
  • Conduct Risk Assessments Across Various Functions Including.
  • Security Provisioning.
  • Aberrant Data Detection.
  • Feature Deployment Impacts.
  • System Update Analysis.
  • Communicating about users feedback to technology teams in order to improve deliverables and meet business requirements.
Basic Requirements?

  • A 4year Accounting degree from an accredited college or university or equivalent experience.
  • 5 Years of financial or Business unit / management accounting experience.
  • 8+ years or more of experience in development / support of Financial reporting software.

Technical Proficiency :

  • Top candidates will also have : .
  • A solid understanding of the OneStream or similar platform, including its features, configuration, and troubleshooting.
Prior experience and/or certification with any of the following products :

  • OneStream.
  • Oracle Hyperion HFM, FDM, Planning, Essbase.
  • SAP BPC.
  • IBM Cognos or other EPM solutions.
  • Experience with PowerShell, or Visual Basic.
  • Any objectoriented programing.
  • Familiarity with corporate consolidations, performance management (CPM) processes such as financial planning, consolidation, and reporting.

User Service and Communication :

  • Excellent communication skills to interact with users, understand their needs, and provide effective solutions.
  • Ability to manage user expectations and maintain a positive relationship.
  • Leadership And Team Management.
  • Strong leadership skills to guide and motivate the support team.
  • Experience in managing a team, setting goals, and ensuring productivity.
  • Problem-Solving And Analytical Skills.
  • Proficiency in diagnosing technical issues, analyzing root causes, and implementing solutions.
  • Ability to think critically and make informed decisions.
  • Process Improvement.
  • Proactive mindset to identify areas for improvement in support processes.
  • Implementing best practices to enhance user satisfaction.
  • Managing multiple tasks efficiently, prioritizing urgent issues, and meeting deadlines.
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