Support Analyst Job Description

You are the escalation point for challenging support issues that require research or special attention. You understand the design and intended use of BTT software products, identify customer problems and product defects, and document enhancements need to improve recurring user issues. You will define workarounds and handle the technical aspects of the customer relationship to ensure successful implementation and use of BTT software products.
What you will do:

Act as an escalation point to triage and troubleshoot complex technical or escalated issues. Work with Product Management, Professional Services, and Development to determine if an issue is a training/user issue, a product defect, a Professional Services opportunity, or an unmet need within the product. Assist customers with issues and provides workarounds and simple training. Identify Professional Services and Training opportunities and set expectations to allow Sales to propose paid engagements, when warranted. Identify defects and coordinate internally and externally with multiple teams to manage issues to resolution or provide a suitable workaround or answer. Document and prioritize product defects and enhancements reported by customers and make recommendations on priority to Product Management. Understand customer requirements and recommend best practices and strategy for implementing within the software. Educate customers on new features and functionality within the products and how to effectively use them to meet their goals. Provide verbal and/or written responses to technical, domain, tax, law, accounting and/or product functionality questions. Proactively conduct customer software health checks with clients to maximize product value and ensure a high level of satisfaction with our products. Partner with Sales, Account Management, and other teams internally to establish strong relationships with customers. Logs and tracks customer issues using a CRM, and maintains historical records and relevant problem solving documentation. Provide product demonstrations to prospects or train end-users on product usage in support of the Professional Services training team, as needed. Participate in special projects and perform other duties as assigned.


You need to have:

Bachelor's degree with coursework in tax, business or related subjects, or equivalent experience. 4 years of product-relevant work experience involving contact with clients in a professional environment. Knowledge of formal principles, practices, and techniques in tax accounting. CPA certificate, JD or LLM highly preferred.



Bloomberg Industry Group IS AN EQUAL OPPORTUNITY EMPLOYER
and fully subscribes to the principles of Equal Employment Opportunity. Bloomberg Industry Group has adopted an Affirmative Action Program to ensure that all applicants and employees are considered for hire, promotion, and job status without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, marital or familial status, pregnancy, childbirth, or related medical issues, genetic information, disabled veteran, veteran, a veteran of the Vietnam Era, or any other classification protected by law.


INDG requires all employees to be fully vaccinated for COVID-19 as a condition of employment.


Prospective and/or new employees will be required to adhere with INDG's vaccination policy. All INDG employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek a medical or religious exemption to the vaccination requirement but must have an approved exemption prior to the start of their employment.

• Assisting the auditors and clients in interpreting and applying government reporting, auditing and accounting standards.
• Confidently evaluating and accurately addressing requests received from auditors and clients. Offering complete solutions and recommendations with minimal assistance.
• Completing government filings & services within prescribed deadlines and client requested timing.
• Maintaining and increasing knowledge related to all aspects of the 5500, audit package, and audit resources (e.g. AICPA Audit and Alert Guides, SOC 1, etc.).
• Observing, evaluating, and suggesting improvements in our audit package and audit support services.

Success in this position requires a strong client service orientation, the ability to prioritize and provide timely responses to customer inquiries. The ideal candidate will also be solutions oriented, possess a willingness to learn and adapt to meet customer needs within a collaborative team environment.

Qualifications

Qualifications

• Bachelor's degree or equivalent or equivalent work experience required.
• 2+ years of related business work experience required to be considered for an Analyst I position.
• 4+ years of related business work experience required to be considered for an Analyst II position.

A successful candidate will have:

• Experience working in a client facing position, with proven written and verbal communication skills with individuals at all levels.
• Knowledge of government reporting including 5500 Series, accounting and general regulations related to the retirement plan business.
• Strong problem solving, decision making, analytical, organizational, and time management skills.
• Experience working with the following technologies: Microsoft 365, Microsoft Office (Excel, Word, OneNote) Salesforce, SharePoint
• Desire and willingness to adjust work schedule to assure adequate phone coverage.

How we hire

Once you apply, your application is hand reviewed by our talent team. Generally within a few weeks, the team makes interview selection decisions and communicates those via email. If selected, you'll receive an email from Principal Talent Team to complete a pre-recorded interview on your own time. Be sure to check your email frequently and follow the steps shared to submit timely.

Learn more about our hiring steps and find answers to frequently asked questions.

Salary Range Information Salary ranges below reflect targeted base salaries. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salary Range $49300 - $114000 / year Additional Information
Work Authorization/Sponsorship

At this time, we're not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role. (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.)

Investment Code of Ethics

For Principal Global Investors positions, you'll need to follow an Investment Code of Ethics related to personal and business conduct as well as personal trading activities for you and members of your household. These same requirements may also apply to other positions across the organization.

Experience Principal

While our expertise spans the globe, we're bound by one common purpose: to foster a world where financial security is accessible to all. And our success depends on the unique experiences, backgrounds, and talents of our employees - individually and all of us together. Explore our core values, benefits and why we're an exceptional place to grow your career.

Principal is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

#LI-Remote

Are you an experienced, passionate pioneer in technology - a solutions builder, a roll-up-your-sleeves technologist who wants a daily collaborative environment, think-tank feel and the ability to share new ideas with your colleagues - without the extensive demands of travel? If so, consider a Project Delivery opportunity with Deloitte.

Work you'll do Deloitte is working with a multimedia messaging company and Deloitte has been requested to provide Oracle Cloud Financials (RTR, PTP, OTC) and Financials Consolidation and Planning application management services (AMS). Deloitte will assume the AMS responsibilities and support future upgrades.

AMS will be part of a large team:• Provide functional/technical expertise for the in-scope applications and processes• Design and troubleshoot functional configurations• Augment the client's business systems support staff in providing support for both on and off hours, weekend, and month-end support. • Respond to and resolve priority incidents/tickets• Provide status and process area updates• Validates prioritization and categorization of tickets, changes, and enhancements with the business• Maintain close coordination with functional owners and work with leads to balance workload across resources/technology and application• Facilitate user acceptance and validation of functionality with the business• Identify areas for process improvement• Available for on-call 24x7 support for Priority1 issues
The Team

Oracle OfferingOur Oracle Offering practice provides services from ERP and Cloud Strategy, through Business Transformation and Applications Implementation, to Operate and Cloud Release Management. We modernize our client's business and core environments to leverage technology innovations around Cloud, Digital, Mobility and Social Collaboration. We help our clients address digital transformation by designing modern applications and industry specific solutions to deliver outcomes that improve flexibility, scalability and cost management. Oracle ERP products include Oracle Cloud SaaS, EBS, PeopleSoft, and JD Edwards.

Professionals can expect to deliver "heart of the business" projects and work closely with client leaders in finance, logistics, manufacturing, shop floor, scheduling, engineering and design, IT, project management as well as the C-suite including the CEO, CFO, CIO and COO. We assess current business processes and capabilities as part of digital transformation initiatives and support strategic priorities across clients' enterprises.

Qualifications

Required :

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering or related IT discipline or equivalent experience.• 6+ years of technical experience in Oracle ERP Projects• Expertise in Oracle Financials RTR/OTC (GL, FA, CE, Intercompany, Ledger Set Reporting, Smart View, Financial Report Center, OTBI, AR, Billing and Collections, Customer Management)• Works independently and good communication skills• Ability to provide system support during non-business hours (occasional holiday/weekend support may be required)• Limited Sponsorship: Limited immigration sponsorship may be available.• Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve.

Preferred:

• Prior consulting or project experience in Oracle EBS/Cloud• ITSM, DevOps, or Agile experience• Prior client/customer facing support role

#LI-MJ2

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.