Analyst HFM Support

We are hiring an HFM Support Analyst into our IT Support Team in our Business Center in Bratislava:
 
Analyst – HFM Support
 
As an Analyst – HFM Support in our IT Support Team you will be responsible to provide support to 3,000 end users of the Global Hyperion financial system and to provide user security access requests.
 
Your primary duties:

*  Maintain Global HFM system support and security practices.
* Add users to Oracle EMPA Shared Services and Active Directory
* Provision users in HFM and FDM per defined Service Level Agreement
* Responsible for actively managing Oracle Service Requests (creation, responses, on-going investigation and closure).
* Provide Total Call Ownership to include handling irate customers, escalating issues as appropriate and providing the necessary follow up before incidents are closed.
* Support and educate customers, i.e., Global Finance, their financial staff, and other customers regarding system security and roles.
* Provide instruction and informal training to end users as a part of the support process to ensure they understand the process or Hyperion application functionality and design.
* Maintain and monitor application Help Desk tools for end user support.
* Insures support policies and procedures are adhered to for required high level quality assurance and end user assistance.
* Alert management of commonly asked questions and end user issues.
* Independently research, troubleshoot, and resolve trouble tickets with HFM, FDM, Financial Reporting, SmartView or unknown origin within established Service Level Agreements
* Work with JCI HFM and FDM application members to request issue fixes and then verifies whether application changes address affected support tickets.
* Provide end user support for European region, as well as provide coverage for the North American and Asian regions if required.

Qualifications of the successful candidate:

* Bachelor’s Degree in Accounting or IT preferred
* 4 – 5 years overall business experience, minimum of 2 year experience maintaining financial systems (preferably Hyperion Enterprise)
* Fluency in written and spoken English is essential
* Knowledge of Oracle EPM Shared Services, understand the HFM application’s metadata and design
* Experience with Help Desk support tools (preferable Remedy)
* Knowledge of and experience with computerized financial systems, including personal computer systems, Excel, Windows, and other mainframe or PC based general ledger and related software.
* Ability to work collaboratively with 2nd/3rd level support teams to ensure that customers receive timely service and to interact effectively with Business Unit customers
* Strong verbal communication skills to inform end users of planned and un-planned system outages
* Ability to organize multiple task assignments

What we offer
 
We offer an exciting and challenging position with great personal freedom and professional responsibility. Joining us you will become part of a leading global multi-industrial corporation defined by its stimulating work environment and job satisfaction. In addition we offer outstanding career development opportunities which will stretch your abilities and channel your talents.