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Provide functional support for Momentum Financial suite. The candidate will receive users system issues either in person, by phone or by email and record them in a ticketing system. The employee will then research and test the issue and provide the applicable resolution to the user. The employee will eventually also be responsible for such tasks as providing business process improvement recommendations to the Department, designing future enhancements ,working on Year End/Annual Close testing, and retesting of issues that have been fixed in a release. The employee will also work closely with the Department on escalated issue to assist them in their resolution and provide assistance when needed.
Your future duties and responsibilities
The responsibilities of this role include, but are not limited to:
• Provide functional analysis for customer reported issues that are received by phone or email.
• Answering calls and providing assistance for user's issue and dealing (calming) difficult customers
• Providing detailed analysis to the user and detailed steps on how to resolve their issue.
• Entering of customers issues in remedy with detailed analysis and also recording detailed updates to the ticket that are appropriate to the client.
• Provided detailed status on tickets to the client that are understandable by the client and client appropriate.
•Utilizing the knowledge of the Department’s business practices to resolve issues and also develop solutions/ideas that will improve the Department’s business practices.
• Ability to use SQL to research user issue and assist with determining a resolution.
• Utilizing resources in order to research and determine if user’s issue can be recreatable and is a defect
Required qualifications to be successful in this role
Ability to interact with customers face to face
Problem Solving Skills
Business Functional Analyst skills
Momentum Acquisitions and Financials
Federal Accounting Knowledge
What you can expect from us
Build your career with us.
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