Note: The job is a remote job and is open to candidates in USA. SoTalent is seeking a Decision Support Senior Analyst to support clients using financial management software. The role provides troubleshooting, accounting and workflow guidance, user training, documentation, and collaboration on product and process improvements.
Responsibilities
- Serve as the primary point of contact for client support requests via ticketing systems, email, and phone
- Respond to customer inquiries in a professional and timely manner
- Investigate, troubleshoot, and resolve software-related issues
- Manage and prioritize support requests to meet service expectations
- Escalate complex issues with detailed analysis and supporting documentation
- Provide functional support across financial management modules, including:
- Purchasing
- Accounts Payable (AP)
- Accounts Receivable (AR)
- Budgeting
- General Ledger (GL)
- Assist clients with transaction processing questions and financial workflows
- Support month-end and year-end financial processes when needed
- Help users understand system functionality and accounting processes
- Leverage accounting knowledge to assist users with system-related financial questions
- Support clients in maintaining accurate financial records and reporting
- Explain financial transactions, account structures, and workflow processes
- Help ensure data accuracy and adherence to accounting principles
- Assist clients in remaining audit-ready and compliant with organizational requirements
- Deliver client training sessions through:
- Webinars
- User Groups
- Virtual Workshops
- One-on-One Sessions
- Educate users on software features, functionality, and best practices
- Support onboarding of new users and organizations
- Increase user adoption and system proficiency
- Create, update, and maintain:
- User Guides
- Knowledge Base Articles
- Training Materials
- Troubleshooting Documentation
- Internal Support Procedures
- Improve documentation quality and accessibility
- Share knowledge with team members and clients
- Identify software defects, usability concerns, and enhancement opportunities
- Document issues clearly and collaborate with development teams
- Provide user feedback and business context for software improvements
- Assist in testing enhancements and validating issue resolutions
- Support continuous product improvement initiatives
- Work closely with:
- Clients
- School Business Offices
- Finance Departments
- Product Teams
- Software Developers
- Support Team Members
- Communicate technical and financial concepts clearly to users with varying levels of expertise
- Foster positive customer relationships through exceptional service and responsiveness
- Identify opportunities to improve support processes and user experiences
- Contribute to operational efficiencies and service quality improvements
- Recommend enhancements to workflows, documentation, and training programs
- Support initiatives that improve customer satisfaction and system effectiveness
Skills
- Bachelor's degree in: • Accounting • Finance • Business Administration • OR • Equivalent combination of education and relevant work experience
- Experience in one or more of the following areas: • Bookkeeping • Accounts Payable • Accounts Receivable • Purchasing • Budgeting • General Ledger Accounting • School Business Operations • Financial Administration
- Strong understanding of: • Accounting Principles • Bookkeeping Practices • Financial Transactions • Budget Management • General Ledger Processes
- Excellent customer service and communication skills
- Strong analytical and troubleshooting abilities
- Ability to manage multiple priorities and deadlines
- Professional, collaborative, and solution-oriented mindset
- General Ledger
- Bookkeeping
- Accounts Payable
- Accounts Receivable
- Purchasing
- Budgeting
- Financial Reporting
- Reconciliation
- Help Desk Support
- Ticket Management
- Technical Troubleshooting
- Customer Service
- Issue Resolution
- User Training
- Webinar Facilitation
- Technical Documentation
- User Guide Development
- Knowledge Management
- Problem Solving
- Communication
- Time Management
- Stakeholder Support
- Process Improvement
- Accounting
- Financial Systems
- Accounts Payable (AP)
- Accounts Receivable (AR)
- General Ledger (GL)
- Budgeting
- Purchasing
- Bookkeeping
- Customer Support
- Software Support
- Troubleshooting
- User Training
- Documentation
- Client Relationship Management
- Financial Reporting
- Problem Resolution
- Process Improvement
Company Overview