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Senior Software Support

Our client is a finance software company focused on equipping Chief Financial Officers to achieve their strategies and ambitions. With a team of 200, we continue to win against the big technology mega-vendors at many of the world’s leading banking, insurance and telecom companies.  Many CFO's, financial controllers and finance change specialists firms see the opportunity to help drive profitable growth at their companies. Uniquely, we bring
together finance domain expertise, innovative software products and laser-sharp focus on the CFO’s needs to solve problems that our competitors can’t.

What you'll do:

Manage and assist First Line Support (FLS) in North America including the following:

  • Ensure FLS processes are followed and client Service Level Agreements are met.
  • Be the first point of escalation for clients supported in the Pacific time zone.
  • Provide backup coverage for FLS while the team is small.

Second Line Support (SLS) function for software products. SLS includes the following responsibilities:

  • Replicate, investigate, and diagnose product faults.
  • Model financial scenarios through our accounting engine software to determine if issues are caused by configuration or a software fault.
  • Attend customer sites in North America at short notice to assist with investigating/resolving high priority product faults.
  • Perform on or offsite ‘Solution Services’ projects for configuration built with and around the software products. This includes upgrades, requirements/design, small enhancements, interim consulting assignments, developments, testing, UAT support and other smaller projects that do not suit deployment of a full time consultant.
  • Application support & management for configured live applications and solutions where the client contracts for a level of application support over and above software maintenance.
  • Liaise with support management in the UK and Poland.
  • An initial period of several weeks in the UK will be required for training and shadowing the UK support team along with the possibility of an initial deployment for several weeks onto a consulting project in North America as part of your product training & familiarization.
  • Maintain client relationships in conjunction with our software account managers, and prepare client reports.
  • Initially standard Boston office hours of 09:00 – 17:30 will be required, but as the
  • Boston support function becomes operational, a working pattern to cover weekdays
  • 09:00 – 17:00 in the Pacific Time Zone will be required, as might occasional
  • coverage of weekday Public Holidays while the team is small.

What we’re looking for
The ideal candidate will have the following skills, attributes & experience:

  • Previous experience supporting enterprise finance software products
  • A good understanding of accounting principles with a finance qualification being an advantage
  • Experience in at least one of the Banking, Telco, or Insurance sectors
  • Experience leading a support team.
  • Application design and development experience.
  • Business analysis and testing experience beneficial.
  • Educated to degree level or similar.
  • Good understanding of Oracle required.
  • Knowledge of Teradata would be an advantage.
  • Good SQL programming experience.
  • Analytical mind-set
  • Customer-focused
  • Problem-solving
  • Process-driven
  • Quick learner
  • Excellent interpersonal skills
  • Good written English
  • Resourceful and self-motivated
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