Finance application support

Finance Application Support

Experience Level : 10+ Years

Work mode - Onsite Hybrid (3 Days onsite/2 Days WFH)

Shift - UK hours (1 PM to 10 PM)

Location: Hitech City, Hyderabad

Interview Process- 2 Virtual Rounds

Key Responsibilities

Application Support and Triage

Serve as Tier 1 and Tier 2 support for finance application incidents, service requests, and access queries Triage inbound issues, assess severity and business impact, and route or escalate appropriately Conduct initial diagnostic steps prior to vendor engagement to reduce resolution time and improve ticket quality Manage the full ticket lifecycle from logging through resolution and closure, with accurate documentation at each stage Maintain a working knowledge of system interdependencies across Sage Intacct, Coupa, SAP Concur, Yooz, and integrated platforms

Vendor Management and Escalation

Open, manage, and track support tickets with application vendors including Sage, Coupa, SAP, and Yooz Coordinate troubleshooting calls with vendor support teams, preparing environment details, logs, and reproduction steps in advance Follow up on open vendor cases to drive timely resolution; escalate where SLAs are at risk Document vendor interactions, resolution steps, and workarounds for internal knowledge base

End User Communication and Training

Communicate clearly and professionally with finance and operations end users throughout the resolution process Set accurate expectations on resolution timelines and maintain proactive status updates for high-impact issues Produce user-facing guidance materials, FAQs, and how-to documentation for common tasks and known issues Deliver informal training or onboarding walkthroughs for new users joining supported platforms

Access Management and Governance

Administer user access provisioning, modification, and deprovisioning across supported finance applications Support access recertification activities and produce evidence packages for audit purposes (SOC 2 and equivalent) Ensure access changes are logged, approved, and traceable in accordance with IT governance standards Flag access anomalies or policy deviations to the IT governance lead

System Monitoring and Continuous Improvement

Monitor application health and proactively identify recurring incidents, performance degradations, or error patterns Contribute to root cause analysis documentation and recommend sustainable fixes over recurring workarounds Support release management activities including UAT coordination, regression checks, and post-deployment validation Participate in quarterly application health reviews and provide data on ticket volumes, resolution times, and open issues

Required Skills and Experience

Application Expertise (Primary)

Sage Intacct: general ledger, accounts payable/receivable, reporting, user administration, and integration behavior Coupa: procurement workflows, purchase orders, invoice matching, and supplier portal interactions SAP Concur: expense report management, travel policy configuration, and approval workflow support Yooz: invoice capture, OCR processing, approval routing, and exception handling Ability to learn and support additional finance and ERP-adjacent platforms as the application portfolio evolves

Technical Competencies

Proficient in reading and interpreting system logs, error messages, and API response codes to diagnose issues Comfortable working with CSV/Excel data exports for reconciliation and troubleshooting purposes Familiarity with integration concepts (API-based, flat-file, or middleware) as they apply to finance application ecosystems Working knowledge of IT service management tools (e.g., Jira Service Management, Service Now, Freshservice, or equivalent) Understanding of SSO, MFA, and identity provider concepts as they relate to application access

Professional Competencies

Strong written English communication skills; able to produce clear, concise user communications and documentation Confident verbal communicator capable of running troubleshooting calls with vendors and end users independently Structured approach to problem-solving with a strong bias toward root cause resolution over temporary workarounds Disciplined in ticket documentation, status tracking, and audit trail maintenance Able to manage competing priorities in a fast-paced, globally distributed team environment

Preferred Experience

Prior experience supporting finance or ERP applications within a GCC, shared services, or managed services environment Exposure to SOC 2 Type II, ISO 27001, or equivalent compliance frameworks and associated evidence requirements Experience supporting a globally distributed user base across multiple time zones Familiarity with Salesforce or CRM-adjacent platforms as complementary business systems Basic scripting ability (Python, Power Shell, or similar) for data extraction or automation tasks is a plus