PowerPlan helps optimize the financial performance of our customers' assets by developing strategic solutions for complex problems. We are looking for a Support Analyst who will work with our internal Customer Success Managers to help clients understand their business objectives, priorities, challenges and processes to develop solution recommendations. You will play a critical role in researching problems and delivering results for initiatives that are vital to the success of our customers and the growth of our recurring revenue streams.
We are looking for a roll-up-the-sleeves type of person who is customer focused and a creative problem solver to successfully deliver value to our clients. This person must be highly collaborative, possess an inquisitive spirit, and be able to successfully manage ambiguity and frequently changing priorities. The position requires above average attention to details, concern for the exact correctness of work, and strong commitment to tasks completed on time. The person in this position will take work seriously, has a strong sense of duty, and is disciplined.
A somewhat faster-than-average pace will be the norm for this position. Detailed, specialized work is the major focus. The position will generally be task oriented, requiring someone with a conservative, careful, and cautious approach to work.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Complete PowerPlan's Implementation Challenge: As part of our prescribed on-boarding program, a Support Analyst will complete an implementation challenge to gain an understanding of our financial systems software implementation, the PowerPlan data model, and integrated system data flows within the first 2 months. This exercise is the basis for the functional and technical knowledge required for this role.
2.Complete PowerPlan's SQL Assessment: Within the first 2 months complete a SQL assessment that will help develop the necessary SQL skills while exposing PowerPlans underling data model. This is a critical aspect of the job and you must be able to use SQL to research large data sets to identify problems and develop solutions.
3.Develop and unit test solutions for Premier Service's customers with limited direction: Our customers rely on our ability to translate functional business requirements to achieve their strategic objects into technical solutions. Work with Customer Success Managers to design, develop, and test technical solutions to our business problems of our Premier Services customers' leveraging the tools at his/her disposal (SQL, PL/SQL, Powerbuilder). A typical solution would take a Support Analyst 8-12 hours to solve or complete. Examples of these solutions include integration programs to communicate with external systems, reports to capture critical financial and operational information, automated procedures to replace manual processing, data conversion.
4. Manage tasks to internal and Premier Services customer deadlines: Contribute early on to our break-fix application support initiatives and Premier Services customer consulting events. Consequently, a Support Analyst must communicate status of tasks (i.e. - solution enhancement requests, break-fix support issue resolution) clearly to customers and Customer Success Managers and prioritize his work to meet the deadlines associated with his tasks.
5. Data Load & Processing: Process accounting data (additions, retirements, and book depreciation) into the PowerTax system up to six times per year per Premier Services customer and no more than twice per quarter per Premier Services customer. In the event of any anomalies, provide assistance in identifying and resolving the root cause.
6.Maintaining Customer Application Configuration: Tax processing is at the end of the enterprise capital lifecycle. As data changes and new data is defined upstream of our application, we need to maintain equivalent data elements or map new elements to existing so our customers can successfully perform their business processes and reconcile their financial landscape. You will review and maintain integration point configuration up to once per quarter per Premier Services customer. Pending the volume of additions/updates required you may need to develop a streamlined solution for performing mass configuration changes.
7.Financial Systems Reconciliation: PowerPlan's proprietary software has internal integration points, external integration points, and complex calculation engines. You will perform reconciliations to validate financial results that the CFO's of our Premier Services customers rely on for auditable financials.
8. Resolve Product break-fix support inquiries: Diagnose urgency and understand priority to determine the best solution. Provide functional and technical problem solving and issue resolution during peak times (i.e. - quarter end, year-end) to customers.
KNOWLEDGE, SKILLS AND ABILITIES
Required
Bachelors in Computer Science, Information Technology, Engineering, or a related subject matter field (Tax, Accounting)
Excellent written and verbal communication skills
Ability to analyze complex processes and identify root cause in a methodical manner
Ability to collaborate and work as part of a team
Ability to quickly establish oneself as a trusted advisor to PowerPlan's customers
Understanding of system and network architecture, system platforms, system access, database design, SQL queries, and network protocols
Demonstrated ability to solve complex problems and possess high level of technical skills
Skilled in MS Office Suite
Must be authorized to work in the US
Preferred
Hands-on experience working on or with capital projects, capital budgets and fixed asset accounting, or business tax software
Experience with key enterprise applications, including ERP, EAM, CRM and Maximo
Experience running and delivering enterprise level software applications/solutions, including ERP, EAM, etc. (e.g., SAP, Oracle, PeopleSoft)
Experience using and/or implementing PowerPlan
PowerPlan is an EOE
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Please note that this is a hybrid role that involves 2 days of onsite work from our corporate office as well as work from home. While we strive to accommodate flexible working arrangements when sensible, there will be times when onsite work is required. This could include scheduled office days, team meetings, client meetings, or special events.