Application Support Specialist
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Job Description
Application Support Specialist responsible for supporting users of the Design Schedule ERP system. Assisting internal and external customers with Efficiently software and providing user training programs.
Responsibilities:
- Support the Design Schedule & Efficiently platform users in their day-to-day use of the system as it relates to their daily operations
- Manage Accounting Seed release cycles, including: reviewing release notes, identifying relevant and impactful changes, communicating major updates to the accounting team
- Perform upgrades in Sandbox, execute end-to-end accounting testing, and validate posting and GL entries
- Deploy approved updates to Production and configure required system settings
- Ensure new releases do not impact existing accounting processes or financial accuracy
- Maintain documentation and SOPs related to accounting seed upgrades
- Investigate system issues reported by the accounting team and identify root causes
- Assist with user access, configurations, and permissions related to accounting modules
- Understand accounting workflows (AP, AR, GL, invoicing, payments) to analyze errors and issues
- Communicate with end users on their issues to understand the steps taken and ability to recreate, if possible, in our test environments
- Responsible for the handling of initial calls from users and the entry of software defects in the event tracking system
- Identify and escalate situations requiring urgent attention based upon internally established SLA
- Work effectively as a team member with all members of the organization
- Utilize Intercom and Atlassian (Jira) software for communication with end users and reporting issues to the development team, respectively
- Review issues reported by users to assess, develop, and implement training programs for key workflows in the platforms
- Maintain current knowledge of the platforms and continually update learning documentation and videos accordingly
- Perform other duties as assigned
Requirements:
- Accounting degree required
- Experience in AWS or Salesforce platforms is a plus
- Experience using Accounting Seed is a plus
- Candidate must have excellent verbal & written communication skills
- Strong analytical and problem-solving skills to quickly identify an effective solution for customer issues
- Ability to learn new technologies and software, and must be a team player
Benefits:
- Continuous industry learning and development programs
- Work from home (WFH)
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