Note: The job is a remote job and is open to candidates in USA. CriticalRiver Inc. is seeking a detail-oriented Financial Systems Support Analyst to join its Finance Technology team. The role provides end-user support, troubleshooting, and administration for enterprise financial applications, manages Jira-based ticketing, and leads monthly stakeholder forums to prioritize the support and enhancement backlog.
Responsibilities
- Provide user support, system administration, and troubleshooting across key finance applications: Sage Intacct, Coupa, SAP Concur, BlackLine, Gappify, and Avalara
- Investigate and resolve system errors, user access issues, integration failures, and data sync discrepancies between finance applications and downstream systems
- Manage user onboarding via AppCafe, offboarding, role-based access control (RBAC), and security profiles in accordance with compliance and SOX controls
- Partner with third-party software vendors to log defects, track escalation tickets, and manage platform upgrades or release cycles
- Monitor, triage, and assign incoming support requests in Jira Service Management , ensuring strict adherence to established SLAs
- Maintain clean ticket taxonomy, accurate categorizations, and detailed root-cause documentation to identify recurring issues
- Author and update Knowledge Base articles, FAQs, and Standard Operating Procedures (SOPs) to promote user self-service
- Plan and prepare the Monthly Finance Systems Support Forum with business users across Accounting, FP&A, Procurement, and Tax
- Analyze Jira metrics (ticket volume, resolution times, issue types, system uptime) to present clear operational updates and trends
- Facilitate backlog grooming and business alignment discussions to re-prioritize enhancement requests, bug fixes, and minor system changes
Skills
- 4+ years of experience supporting core finance and accounting systems in a corporate environment
- Hands-on experience administering or supporting Sage Intacct (or similar ERPs like NetSuite/Workday), Coupa, and SAP Concur
- Proficiency with Jira or Jira Service Management for ticket management, backlog tracking, and reporting/dashboard creation
- Solid understanding of core finance and accounting processes (Procure-to-Pay, Order-to-Cash, Record-to-Report, Sales Tax, Close Management)
- Exceptional communication and presentation skills with proven ability to lead meetings and align cross-functional stakeholders
- Experience with BlackLine, Avalara, or Gappify is highly preferred
Benefits
- Remote work arrangement (USA)
Company Overview
Company H1B Sponsorship