Finance Analyst, L2 Technical Support

Girl Scouts of the USA

Founded in 1912, Girl Scouts of the USA (GSUSA) is the preeminent leadership development organization for girls and the leading authority on their healthy development. Millions of Girl Scout alums across the country and the world have gone on to achieve incredible things and make a tremendous impact in fields ranging from public policy, medicine, journalism, and athletics to international relations, science, technology, art, and entertainment.

As a mission-driven organization, Girl Scouts of the USA champions girls as they explore their worlds, try new things, and develop the courage, confidence, and character to make the world a better place. From stargazing during a first overnight camping trip to building robots, navigating a rocky hiking trail, working together on a community project, and learning about the importance of environmental stewardship, Girl Scouts of all backgrounds and abilities can unapologetically be themselves as they rise to meet new challenges and discover the issues that matter most to them.

Along the way they learn the power of friendship, connection, and teamwork.

Girl Scouts are doers, innovators, problem-solvers, creators, and dreamers, and the GSUSA team is here to center, support, and inspire them, working with 111 local councils across the country and USA Girl Scouts Overseas to deliver our life-changing Girl Scout Leadership Experience.

#LI-REMOTE

The Technology Department is a critical driver and enabler for the Girl Scouts movement. This is where technical expertise, such as application development, data engineering and infrastructure support all reside to delivering the best experience for girls, volunteers, and supporters. Directly tied into strategy and innovation, technology solutions crafted in partnership with councils and business partners range from proof of concepts to deployment of highly complex and critical systems.

We deliver technology expertise across all the disciplines and key business systems for the GSUSA application portfolio. Come join the team and make an impact!

POSITION SUMMARY

The Finance Analyst, L2 Technical Support, will maintain applications within the portfolio of the Customer Applications department to ensure continued delivery of solutions to meet business needs of councils, GSUSA and our girl scouts/volunteers. This position is responsible for becoming an expert in our applications (with a focus on finance) and resolving technical issues brought to us through Salesforce cases. They will work these cases by remote diagnosis and communicate with the users through email, chat, and phone support.

They will identify trends in our cases and escalate these issues for correction. They will also be capable of testing solutions to issues they have raised. Our team supports applications built on Salesforce, SAP Hybris, SAP CDC, OKTA and Netsuite.

ESSENTIAL RESPONSIBILITIES - Primary duties of the position

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Responsibilities

Working on production support cases for applications owned by the Customer Applications team

Case management production support and support across customer applications, through troubleshooting application issues, providing root cause analysis of reported issues and effectively communicating with client to support resolution.

Identification of bugs and minor enhancements. Communicating these items to business analysts or managers within Customer Applications so that they can be tracked and prioritized

Testing of solutions that were developed by our vendors so that these changes can be moved to production and regression testing

Fixing records and doing data updates in our applications to match what really happened

Develop in-depth functional knowledge of application(s) supported through Customer Applications with a primary focus on financial transactions

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

REQUIRED COMPETENCIES

Administrative coordination duties or may support Executive Team with confidential, administrative support;
Individual Contributors who may have responsibility for projects or processes and who are still developing.

Collaborate with stakeholders at different levels of technical expertise at all levels of the Girl Scout movement
• Ability to relay technical information to non-technical users and elicit clients' needs
• Experience working production support cases
• Experience identifying bugs and communicating them clearly
• Experience testing bug fixes or enhancements to applications
• Experience regression testing applications
• Problem-solving
• Analytical skills
• Proven record of positive outcomes when supporting both internal and external…