FP&A Expert (m/f/d)

About the position:

The position exists to provide expertise in his/her application/process specialization to support the daily operations and effective performance of the business solution (application/support maintenance). In this respect the incumbent is responsible for resolution of minor and complex incidents & change/service request and to deliver timely and quality solutions to the users while at the same time ensuring that they utilize the full application potential. 
Upon request the incumbent will be part of specific approved project as a Manager with technical background (Network, Server and Azure suite).
Team working capabilities, creativity, decision taking, easy learning, knowledge retention and put into practice of them, willing to work, service attitude and cooperation.

Main areas of responsibility:

Operations

• Having the ownership of the application support requests coming from the Global Service Desk (GSD) and or power users, he/she provides application support for both Production and Development through resolution of minor and complex incidents & change/service request

That includes:

• Understanding of business processes and ability to translate them into application requirements
• reproduce the problem in test system
• investigate for the solution by searching in internal solutions database, consulting with relevant BTS or area experts, test implemented technical applications, communicating, requesting and monitoring remote access by the application vendor's technical support team
• Test the application deployment procedures
• Provide and confirm problem solution to end-users
• Maintain appropriate documentation on the change request when required update the knowledge base tool 
• Provide input to the operational BTS procedures to enhance service to customers
• Provide timely and proper communication with stakeholders, such as end users, IT colleagues, business functions, process owners and suppliers

Business Partnership

• Develop relationships with customers to understand their needs, priorities and  deliver timely and quality solutions to users while at the same time ensuring they utilize the full potential of the application
• Assist the Business/Process Expert in redesigning or adapting business processes to a change request.
• Ensure the alignment of the request to the IT Standards .
• Assist the Business/Process Expert in designing specification, testing and implementing business process changes

Documentation & Stewardship

• Maintain up to date appropriate documentation in his/her scope of responsibility this includes BPMLs, Process flows, Enterprise structure and CC operational procedures.
• Working together with power users on documenting the processes from a business perspective.
• Working together with the project team and the process/business Expert on documenting the processes from a technical perspective.
• Ensures QA on the documentation executed by development teams.

Financial Governance:

• takes a permanent effort in keeping the End Users up-to-date and knowledgeable of the systems and business processes / best practices.
• Provides knowledge transfer and best practices (global processes) to end- users through support/change request resolution.
• Maintain the solution database by creating knowledge base articles and getting them validated by the appropriate Expert 

Major enhancements

• In regards of new projects/major enhancements, he/she will also analyze the requests coming from the Business Expert/team Lead. For that: He/she will assist the Business Expert in the analysis of the feasibility of this business request in the context of the standard application solution. 
  He/she will also participate in analyzing the impact of this requirement on the GRM (global versus local)l. 
• Coordinate and conduct the application testing (new support packages upgrades, releases, functionality and customizing) in close cooperation with quality assurance and technical team

When participating in a project team

• Propose adequate solutions minimizing gaps with the IT standard functionalities by challenging business requirements and specify for customizing and development the agreed solutions.
• Contribute to the design of transversal streams: master data management, migration strategy, analytics, authorizations and process controls.
• maintain appropriate documentation.
• Definition and roll out of standards and templates.
• Potentially participate in training business community (key users).
• Ensure transfer of knowledge/expertise from external consultant

Additional Skills Required

• Excellent knowledge of the Businesses process related to his/her modules/processe
• Awareness of other pillars/work stream business processes and modules
• Extensive Configuration experience in the respective application
• Detailed knowledge of application testing, test procedures and test scenarios
• Detailed knowledge of support processes
• Analytical & Detail oriented.
• Customer service attitude
• Ability to listen and understand questions/problems being communicated by end-user
• The ability to work effectively in a diversified team under pressure situations
• Good interpersonal skills