Job Description
Job Description
Key Responsibilities
Functional Support Duties:
Incident & Ticket Management: Triage, investigate, and resolve L2 user support tickets within agreed SLAs.
Month-End Close Support: Provide critical support during financial close periods, ensuring all FAH interfaces are processed, and accounting entries are successfully transferred and posted to the General Ledger.
Error Resolution: Investigate and resolve invalid account derivations, unposted journals, and suspense account hits caused by incorrect mapping or missing SLA rules.
User Assistance: Guide finance users on handling standard FAH exceptions, understanding error reports, and navigating the system effectively.
Documentation: Update support knowledge bases (KBs), Standard Operating Procedures (SOPs), and root cause analysis (RCA) documents for recurring issues.
Technical Support Duties:
System & Interface Monitoring: Monitor daily scheduled jobs, inbound data loads (ETL/...