Financial Operations Specialist

City-of-SAN-Antoni; San Antonio (TX); On-site; USD 40,000 - 52,000; Full time

Job summary

The City of San Antonio is seeking a proactive IT Help Desk Associate to provide first-level support for software, hardware, and business processes. You will communicate with users by phone, email, and in person, and help resolve issues efficiently from our office at City Tower, San Antonio.

Ideal candidates have an Associate's Degree and two years of service desk experience, with knowledge of SAP/ERP systems and Excel. This role operates Monday to Friday, 7:45 a.m. to 4:30 p.m., in-office.

Qualifications

• Associate's Degree from an accredited college or university.
• Two (2) years of service desk experience or a related work 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.
• 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.
• Transfers knowledge to customers and colleagues. Provides formal and informal training to internal and external customers.

Skills

Customer service

Problem solving

Communication

Education

Associate's Degree

Tools

SAP

ERP

Excel

Job description

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.

Work Location

City Tower - 100 W Houston St., San Antonio, TX 78205

Work Hours

7:45 a.m. - 4:30 p.m.; Monday - Friday

• 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.

• Associate's Degree from an accredited college or university.
• Two (2) years of service desk experience or a related work experience.

Preferred Qualifications

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

Applicant Information

• If selected for this position, official transcripts, diplomas, certifications and licenses must be submitted at the time of processing. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.
• Please be advised that if selected for this position, information regarding employment history as it relates to the qualifications of the position will be needed for employment verification. Applicants claiming military service to meet the experience requirement for this position may attach a DD214 to the application.
• Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job. One year of full-time experience is defined as 30 or more hours worked per week for 12 months. One year of higher education is defined as 30 credit hours completed at an accredited college or university.
• Applicants selected for employment with the City of San Antonio in this position must receive satisfactory results from pre-employment drug testing and background checks. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.

• Knowledge of financial and purchasing systems, including SAP, ERP and point-of-sale systems.
• Knowledge of IT processes, such as configuration management, change management, and service desk management.
• Skill in analyzing operational problems and assessing resolutions to problems.
• Skill in exercising judgment responding to questions and releasing information.
• 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 work with project teams to support and/or develop high technology systems and solutions.
• 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 influence and negotiate solutions to business and operational issues.
• 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.