**Job Roles and Responsibilities**
Functional Support
- Assist users with OneStream software functionality, setup, upgrades, error messages, and system-related issues.
- Provide functional support for the OneStream financial consolidation application.
Issue Resolution
- Oversee user-reported issue resolution, ensuring high satisfaction.
- Conduct root cause analysis and manage communication with OneStream users.
- Act as the first point of contact for user issues, analyze problems, identify solutions, and follow up on resolutions.
- Ensure positive and urgent handling of all interactions with OneStream users.
Team Leadership
- Manage and guide the user support team, fostering collaboration and efficiency.
- Collaborate with other teams to resolve support problems, provide training, and address emerging issues.
Continuous Improvement
- Drive process improvements and optimize support operations.
- Support the adoption of best practices and contribute to Caterpillar IT Global Support model.
- Lead by example, encourage information sharing, team-based resolution activities, cross-training, and quick, effective case resolution.
Client Satisfaction
- Ensure timely and effective user support.
- Analyze system performance metrics to ensure optimal system performance.
- Monitor system reconciliation points for high-level financial metrics matching.
- Conduct risk assessments across various functions including security provisioning, aberrant data detection, feature deployment impacts, and system update analysis.
- Communicate user feedback to technology teams to improve deliverables and meet business requirements.
What You Will Have
- A 4-year Accounting degree or equivalent experience.
- 5 years of financial or business unit/management accounting experience.
- 8+ years of experience in development/support of financial reporting software.
Technical Proficiency
**Top Candidates Will Also Have:**
- Solid understanding of OneStream or similar platforms, including features, configuration, and troubleshooting.
- Experience/certification with OneStream, Oracle Hyperion, SAP BPC, IBM Cognos, or other EPM solutions.
- Experience with PowerShell, VB.net, Visual Basic, or any object-oriented programming.
- Familiarity with corporate consolidations, performance management (CPM) processes, financial planning, consolidation, and reporting.
User Service And Communication
- Excellent communication skills for interacting with users, understanding needs, and providing effective solutions.
- Ability to manage user expectations and maintain positive relationships.
Leadership And Team Management
- Strong leadership skills to guide and motivate the support team.
- Experience in managing a team, setting goals, and ensuring productivity.
Problem-Solving And Analytical Skills
- Proficiency in diagnosing technical issues, analyzing root causes, and implementing solutions.
- Ability to think critically and make informed decisions.
Process Improvement
- Proactive mindset to identify areas for improvement in support processes.
- Implement best practices to enhance user satisfaction.
- Efficiently manage multiple tasks, prioritize urgent issues, and meet deadlines.
Skills: onestream,management,functional support,root,metrics,consolidation
