Financial Operations Specialist

City of San Antonio•78205, TX

2d•Onsite

About The Position

Under general direction, is responsible for providing support, guidance and informal training on technical software support. Position is responsible for tracking and reporting incidents problem resolution. Working conditions are primarily inside an office environment. Exercises no supervision.

Requirements

Associate's Degree from an accredited college or university.
Two (2) years of service desk experience or a related work experience.
Ability to operate a computer keyboard and other basic office equipment.
Ability to provide assistance to users in resolving systems problems over the phone or online.
Ability to reason logically using a variety of techniques to resolve problems, properly manage time and resources, and work under strict deadlines.
Ability to present ideas verbally and in writing in a clear, professional and courteous way.
Ability to function calmly in stressful situations which may require a high degree of sensitivity, tact and diplomacy.
Ability to establish and maintain effective working relationships with City staff, external vendors, internal customers and the general public.
Ability to perform all the physical, intellectual, and analytical requirements of the position including decision making.

Nice To Haves

Experience with SAP or other ERP Systems
Experience using Excel.
One (1) Year of customer service experience.

Responsibilities

Provides first-level support to internal and external customers to include a full range of assistance to system users.
Responds to questions relating to software, hardware, system and business process issues.
Provides timely and accurate information, guidance, and training to customers via phone, email and in person.
Monitors ongoing issues relating to departmental systems; follows up with customers to ensure issue resolution.
Proactively tracks and identifies issues affecting customers; helps develop solutions and communicates results.
Serves as a liaison between ITSD and users to resolve issues.
Prepares and maintains trouble ticket logs, division records, training manuals, reports and correspondence relating to departmental systems.
Coordinates customer service satisfaction surveys and communicates results to management.
Compiles, uploads and tests financial system data.
Uses various record validation strategies to ensure accuracy and integrity of data systems.
Analyzes and documents departmental needs and requirements as they relate to departmental systems.
Makes recommendations to meet these needs.
Participates in system analysis, design, validation, and testing relating to system enhancements and upgrades.
Assists with developing standardized reports required by management to advance City's goals and objectives.
Transfers knowledge to customers and colleagues.
Provides formal and informal training to internal and external customers.
Performs related duties and fulfills responsibilities as required.