Note: The job is a remote job and is open to candidates in USA. SoTalent is seeking a Decision Support Senior Analyst to support clients using financial management software. The role provides troubleshooting, accounting and workflow guidance, user training, documentation, and collaboration on product and process improvements.

Responsibilities

• Serve as the primary point of contact for client support requests via ticketing systems, email, and phone
• Respond to customer inquiries in a professional and timely manner
• Investigate, troubleshoot, and resolve software-related issues
• Manage and prioritize support requests to meet service expectations
• Escalate complex issues with detailed analysis and supporting documentation
• Provide functional support across financial management modules, including:
• Purchasing
• Accounts Payable (AP)
• Accounts Receivable (AR)
• Budgeting
• General Ledger (GL)
• Assist clients with transaction processing questions and financial workflows
• Support month-end and year-end financial processes when needed
• Help users understand system functionality and accounting processes
• Leverage accounting knowledge to assist users with system-related financial questions
• Support clients in maintaining accurate financial records and reporting
• Explain financial transactions, account structures, and workflow processes
• Help ensure data accuracy and adherence to accounting principles
• Assist clients in remaining audit-ready and compliant with organizational requirements
• Deliver client training sessions through:
• Webinars
• User Groups
• Virtual Workshops
• One-on-One Sessions
• Educate users on software features, functionality, and best practices
• Support onboarding of new users and organizations
• Increase user adoption and system proficiency
• Create, update, and maintain:
• User Guides
• Knowledge Base Articles
• Training Materials
• Troubleshooting Documentation
• Internal Support Procedures
• Improve documentation quality and accessibility
• Share knowledge with team members and clients
• Identify software defects, usability concerns, and enhancement opportunities
• Document issues clearly and collaborate with development teams
• Provide user feedback and business context for software improvements
• Assist in testing enhancements and validating issue resolutions
• Support continuous product improvement initiatives
• Work closely with:
• Clients
• School Business Offices
• Finance Departments
• Product Teams
• Software Developers
• Support Team Members
• Communicate technical and financial concepts clearly to users with varying levels of expertise
• Foster positive customer relationships through exceptional service and responsiveness
• Identify opportunities to improve support processes and user experiences
• Contribute to operational efficiencies and service quality improvements
• Recommend enhancements to workflows, documentation, and training programs
• Support initiatives that improve customer satisfaction and system effectiveness

Skills

• Bachelor's degree in: • Accounting • Finance • Business Administration • OR • Equivalent combination of education and relevant work experience
• Experience in one or more of the following areas: • Bookkeeping • Accounts Payable • Accounts Receivable • Purchasing • Budgeting • General Ledger Accounting • School Business Operations • Financial Administration
• Strong understanding of: • Accounting Principles • Bookkeeping Practices • Financial Transactions • Budget Management • General Ledger Processes
• Excellent customer service and communication skills
• Strong analytical and troubleshooting abilities
• Ability to manage multiple priorities and deadlines
• Professional, collaborative, and solution-oriented mindset
• General Ledger
• Bookkeeping
• Accounts Payable
• Accounts Receivable
• Purchasing
• Budgeting
• Financial Reporting
• Reconciliation
• Help Desk Support
• Ticket Management
• Technical Troubleshooting
• Customer Service
• Issue Resolution
• User Training
• Webinar Facilitation
• Technical Documentation
• User Guide Development
• Knowledge Management
• Problem Solving
• Communication
• Time Management
• Stakeholder Support
• Process Improvement
• Accounting
• Financial Systems
• Accounts Payable (AP)
• Accounts Receivable (AR)
• General Ledger (GL)
• Budgeting
• Purchasing
• Bookkeeping
• Customer Support
• Software Support
• Troubleshooting
• User Training
• Documentation
• Client Relationship Management
• Financial Reporting
• Problem Resolution
• Process Improvement

Company Overview