Role & responsibilities

L1 Support & Ticket Management

- Own the L1 support queue for all Finance applications triage, prioritise, resolve, or escalate tickets per defined SLAs
- Troubleshoot common functional issues: data entry errors, workflow approvals, report access, login/SSO problems, and configuration mismatches
- Document known issues and resolutions in a shared knowledge base; contribute to runbooks and FAQs to reduce recurring tickets
- Communicate timely and clearly with end users on ticket status, expected resolution, and workarounds

User Administration & Access Management

- Provision, modify, and deprovision user accounts across NetSuite, Coupa, Concur, Graphite, YayPay, and Anaplan/Pigment - set up SCIM where applicable
- Assign roles, permission sets, and approval hierarchies in line with access control policies and least-privilege principles
- Run regular access certification reviews and clean up inactive accounts
- Coordinate with HR and IT during onboarding/offboarding events to ensure timely access changes

Configuration & Admin Tasks

- Perform low-complexity system configuration: adding/updating cost centres, departments, approval workflows, expense categories, supplier records, and similar admin objects
- Support Finance teams with month-end and quarter-end tasks running scheduled jobs, validating data loads, and confirming system readiness
- Assist in testing configuration changes or patches in sandbox environments before promoting to production
- Maintain system documentation including configuration guides, data dictionaries, and change logs

Stakeholder Coordination

- Liaise with Level 2/3 support teams and external vendors for escalated issues requiring deeper technical or functional expertise
- Participate in regular system health reviews and communicate recurring pain points to the broader product leads

Process Improvement & Compliance

- Identify patterns in the support queue and proactively flag systemic issues to reduce ticket volume




- Follow ITIL-aligned change and incident management processes
- Support SOX and audit activities by providing user access logs, change documentation, and system evidence as required
- Review all Saas applications periodically and share POV on possible consolidations

Security Administration

- Serve as the first line of defence for security-related requests across all Finance applications managing role assignments, permission changes, and access removals in a timely and auditable manner
- Maintain and enforce least-privilege access principles; review and challenge access requests that exceed job function requirements before provisioning
- Run periodic user access reviews (UARs) across NetSuite, Coupa, Concur, Graphite, YayPay, Anaplan/Pigment, and Tax & Treasury systems; document findings and remediate exceptions within agreed SLAs
- Monitor and action Joiner-Mover-Leaver (JML) events — ensure access is provisioned on day one for joiners, updated promptly for role changes, and revoked on the last day for leavers
- Coordinate with IT Security and Identity & Access Management (IAM) teams on SSO/SAML provisioning via Okta or equivalent; troubleshoot authentication and MFA issues for Finance application users
- Investigate and escalate suspected unauthorised access, unusual login activity, or policy violations to the IT Security team; preserve evidence and document the incident timeline
- Manage segregation of duties (SoD) conflicts — identify conflicting role combinations in systems such as NetSuite and Coupa, document exceptions with compensating controls, and report to Internal Audit as required




- Support IT General Controls (ITGC) testing and evidence collection: produce user access reports, change logs, and audit trails for internal and external auditors
- Maintain security configuration documentation for each Finance platform — including role matrices, permission templates, and approved access request forms — keeping them current after every change
- Participate in security assessments and vendor reviews for Finance applications; flag risks and follow up on remediation items

Preferred candidate profile

Required

- 6–8 years of experience in Finance systems support, ERP administration, or a similar generalist Finance IT role
- Hands-on working knowledge of at least 2–3 of the following: NetSuite, Coupa, Concur, Anaplan/Pigment, or equivalent cloud Finance applications
- Solid understanding of Finance and Accounting processes: procure-to-pay, order-to-cash, expense management, financial planning, and reporting
- Experience managing user access, roles, and permissions in SaaS Finance platforms
- Robust written and verbal communication skills in English; ability to translate technical issues for non-technical Finance stakeholders
- Organised and methodical approach to ticket handling, documentation, and follow-through

Preferred

- Experience with YayPay (AR automation), Graphite (contract management), or Tax/Treasury platforms (e.g., Kyriba)
- Familiarity with SSO/SAML provisioning (Okta or similar) in the context of Finance application onboarding
- Exposure to SOX compliance requirements, user access reviews, or IT General Controls (ITGCs)
- Basic SQL or reporting tool skills (SuiteAnalytics, Power BI, or similar) for ad hoc data validation
- Experience in a high-growth, global technology company or shared services environment

Education

- Bachelor's degree in Information Systems, Computer Science, or a related field. Equivalent practical experience accepted

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