Application System Specialist

We are seeking a highly skilled and motivated Technical Application Support Analyst to join our organization. The successful candidate will be responsible for providing technical consultative application support in a project-based environment.

Key Responsibilities:

• Pull service request tickets from various sources, intake and document concisely the challenge, expectations of resolution, steps to reproduce and necessary logs, attachments.
• Use case management system to correctly record all information regarding challenge.
• Utilize remote access utilities and other resources to replicate customer challenge.
• Leverage internal knowledgebase resources, peer knowledge and documentation for known solutions.
• Isolate causes and take restorative actions while minimizing disruption to the customer's business operation.
• Provide timely and effective status updates throughout the life of the service request until resolution.
• Communicate and recommend complex business process improvements to resolve customer issues and potential future preventative actions.
• Maintain accurate dashboard management which includes volume of active service requests and appropriate aging specifications of open service requests.
• Exhibit high level of soft skills in communication with customers and internal peers. Act with an appropriate sense of urgency and follow up to ensure issues are resolved to satisfaction and develop a rapport through successful personal interactions.
• Collaborate and Interact with team, department, and interdepartmental peers to resolve customer issues effectively and timely. Participate in team and escalation meetings and contribute suggestions and solutions to increase effectiveness. Actively seek and apply knowledge gained from colleagues and other resources and proactively share knowledge with others.
• Acquire and maintain expertise of software product and application suites and operating platforms and how customers can utilize and/or adapt software to effectively manage their business both financially and operationally. Complete training and continuing education as necessary. Develop and demonstrate SQL skills to a proficient level for the role.
• Display flexibility to accommodate for an ever-changing landscape of software.
• Assist clients in utilizing software to adhere to accounting best practices including month end and year end balancing.
• Perform remote troubleshooting and complex financial data mining on client systems through extensive use of SQL Management Studio, backend logs, front end testing, research and liaison with development teams.

Requirements:

• Bachelor's degree or equivalent experience in IT, Finance Analysis and/or Accounting and Finance.
• 2+ years technical, financial, accounting and/or customer service experience with financial programs.
• Thorough understanding of Generally Accepted Accounting Principles (GAAP), and prior Legal industry accounting experience preferred.
• Knowledge in Microsoft SQL Server, MS office, Azure, Azure Monitoring, Smartsheet, IE, Chrome and relational database concepts is a plus.
• Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems.
• Excellent organizational, time management, written and verbal communication skills.
• Ability to efficiently multitask dynamically and prioritize focus correctly.
• Working knowledge of computer hardware and network operating systems and expertise trouble shooting hardware and software compatibility issues across various configurations is a plus.
• Prior knowledge/experience in legal finance sector, professional services or similar financial systems environment.
• Software experience a significant plus.
• Experience as a technical support engineer, application support analyst or application support engineer for a SaaS product or company is preferred.

About Our Organization:

We value employee-centricity, flexible work models that empower employees to do their best work in the environment that suits them. However, we also recognize the importance of in-person collaboration for key moments that truly matter. Our offices are located in multiple cities worldwide, providing additional options for those who prefer or need a hybrid work environment.