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Senior Digital Technical Support Engineer
3 months ago
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 system-related 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, team-based 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 4-year 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, VB.net or Visual Basic.
- Any object-oriented 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.
