Website:
jmdtechnologiesinc.com
Job details:
Finance Application Support
Experience Level : 10+ Years
Work mode - Onsite Hybrid (3 Days onsite/2 Days WFH)
Shift - UK hours (1 PM to 10 PM)
Location: Hitech City, Hyderabad
Interview Process- 2 Virtual Rounds
Key Responsibilities
Application Support and Triage
- Serve as Tier 1 and Tier 2 support for finance application incidents, service requests, and access queries
- Triage inbound issues, assess severity and business impact, and route or escalate appropriately
- Conduct initial diagnostic steps prior to vendor engagement to reduce resolution time and improve ticket quality
- Manage the full ticket lifecycle from logging through resolution and closure, with accurate documentation at each stage
- Maintain a working knowledge of system interdependencies across Sage Intacct, Coupa, SAP Concur, Yooz, and integrated platforms
Vendor Management and Escalation
- Open, manage, and track support tickets with application vendors including Sage, Coupa, SAP, and Yooz
- Coordinate troubleshooting calls with vendor support teams, preparing environment details, logs, and reproduction steps in advance
- Follow up on open vendor cases to drive timely resolution; escalate where SLAs are at risk
- Document vendor interactions, resolution steps, and workarounds for internal knowledge base
End User Communication and Training
- Communicate clearly and professionally with finance and operations end users throughout the resolution process
- Set accurate expectations on resolution timelines and maintain proactive status updates for high-impact issues
- Produce user-facing guidance materials, FAQs, and how-to documentation for common tasks and known issues
- Deliver informal training or onboarding walkthroughs for new users joining supported platforms
Access Management and Governance
- Administer user access provisioning, modification, and deprovisioning across supported finance applications
- Support access recertification activities and produce evidence packages for audit purposes (SOC 2 and equivalent)
- Ensure access changes are logged, approved, and traceable in accordance with IT governance standards
- Flag access anomalies or policy deviations to the IT governance lead
System Monitoring and Continuous Improvement
- Monitor application health and proactively identify recurring incidents, performance degradations, or error patterns
- Contribute to root cause analysis documentation and recommend sustainable fixes over recurring workarounds
- Support release management activities including UAT coordination, regression checks, and post-deployment validation
- Participate in quarterly application health reviews and provide data on ticket volumes, resolution times, and open issues
Required Skills and Experience
Application Expertise (Primary)
- Sage Intacct: general ledger, accounts payable/receivable, reporting, user administration, and integration behavior
- Coupa: procurement workflows, purchase orders, invoice matching, and supplier portal interactions
- SAP Concur: expense report management, travel policy configuration, and approval workflow support
- Yooz: invoice capture, OCR processing, approval routing, and exception handling
- Ability to learn and support additional finance and ERP-adjacent platforms as the application portfolio evolves
Technical Competencies
- Proficient in reading and interpreting system logs, error messages, and API response codes to diagnose issues
- Comfortable working with CSV/Excel data exports for reconciliation and troubleshooting purposes
- Familiarity with integration concepts (API-based, flat-file, or middleware) as they apply to finance application ecosystems
- Working knowledge of IT service management tools (e.g., Jira Service Management, ServiceNow, Freshservice, or equivalent)
- Understanding of SSO, MFA, and identity provider concepts as they relate to application access
Professional Competencies
- Strong written English communication skills; able to produce clear, concise user communications and documentation
- Confident verbal communicator capable of running troubleshooting calls with vendors and end users independently
- Structured approach to problem-solving with a strong bias toward root cause resolution over temporary workarounds
- Disciplined in ticket documentation, status tracking, and audit trail maintenance
- Able to manage competing priorities in a fast-paced, globally distributed team environment
Preferred Experience
- Prior experience supporting finance or ERP applications within a GCC, shared services, or managed services environment
- Exposure to SOC 2 Type II, ISO 27001, or equivalent compliance frameworks and associated evidence requirements
- Experience supporting a globally distributed user base across multiple time zones
- Familiarity with Salesforce or CRM-adjacent platforms as complementary business systems
- Basic scripting ability (Python, PowerShell, or similar) for data extraction or automation tasks is a plus
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