QUALIFICATIONS:

• 5+ years of Technical Support Specialist experience
• 2-year technical degree + Bachelor’s degree required; technical certifications and/or equivalent work experience
• A+ Certification or other technology certifications a plus

TECHNICAL SKILLS:

• Demonstrable skills in OBIEE, PowerBI, EDW & Data Lake solutions
• Working knowledge of Hyperion Financial Reporting (Oracle EPMA, HFM, Planning, Essbase, FDMEE, Financial Reporting, DRM, DRG)
• Experience of ETL processes along with ODI
• OCI exposure advantageous
• Proven knowledge of ITSM tools, Integrations, Project Management Tools
• Advanced knowledge in multiplatform environments and data flows
• Proven ability to manage an array of Application Technologies (Cloud/SaaS/On-Prem/Legacy).
• Ability and willingness to learn and adapt to new technologies

SUPPORT SKILLS:

• Technical writing documentation/SOP development knowledge
• Strong stakeholder management
• Advocate for Customer Service
• Understanding of accounting or finance core concepts and terminologies
• Analytical ability, problem solving, ability to explain problems and solutions clearly to both technical and non-technical users
• Ability to perform complex troubleshooting for Applications
• Understanding of operating procedures and when they should be created/changed/updated
• Ability to understand, define & manage system processes
• Understanding of the IT environment
• Understanding of business needs
• Root cause analysis & remediation
• Process and tool/technology improvement
• Understanding backup & recovery procedures
• Strong organization/project planning, time management, and change management skills across multiple functional groups and departments
• Volunteer expert knowledge and assistance to others
• Work closely with development groups, support groups, and vendors to coordinate special operations, and communicate/escalate problems as appropriate to meet assigned deadlines
• Strong problem-solving experience involving leading teams in identifying, researching, and coordinating the resources necessary to effectively troubleshoot/diagnose complex project issues; prior success extracting/translating findings into alternatives/solutions; and identifying risks/impacts and schedule adjustments to facilitate management decision-making
• Under minimal supervision will monitor, support, troubleshoot, and resolve operating issues, including failures and service level degradation
• Perform complex and escalated troubleshooting and problem resolution
• Develop detailed technical documentation and standard operating procedures to perform various responsibilities
• Willingness to work unsociable hours when the business need arises

ACCOUNTABILITIES:

• Technical Service Owner for assigned Applications/Technologies
• Oversee the onboarding of new Global Technical Services into Production
• Ensure support services meet our committed SLA’s & KPI’s are on target
• Present Monthly Reviews as required
• Conduct technical training/knowledge transfer when required to internal technical teams
• Management & liaising with our 3rd Party Vendors, Partners and Suppliers
• Participation in the Contract Renewal Process (Support) & ownership of smaller engagements
• Strong communication (verbal and written) and customer service skills
• Risk identification and mitigation
• Initiate corrective actions to ensure connectivity and minimize downtime, with the overall goal of ensuring availability of the IT environment to employees and customers
• Strong interpersonal, communication, and presentation skills applicable to a wide audience including senior and executive management, customers, etc., including diction/terminology and presenting information in a concise and effective manner to clients, management, and various departments using assorted communication mediums
• Ability to travel less than 15%
• All other duties as assigned

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