Remote: Hybrid

Finance Application SupportExperience Level : 10+ YearsWork mode - Onsite Hybrid (3 Days onsite/2 Days WFH)Shift - UK hours (1 PM to 10 PM)Location: Hitech City, HyderabadInterview Process- 2 Virtual RoundsKey ResponsibilitiesApplication Support and TriageServe as Tier 1 and Tier 2 support for finance application incidents, service requests, and access queriesTriage inbound issues, assess severity and business impact, and route or escalate appropriatelyConduct initial diagnostic steps prior to vendor engagement to reduce resolution time and improve ticket qualityManage the full ticket lifecycle from logging through resolution and closure, with accurate documentation at each stageMaintain a working knowledge of system interdependencies across Sage Intacct, Coupa, SAP Concur, Yooz, and integrated platformsVendor Management and EscalationOpen, manage, and track support tickets with application vendors including Sage, Coupa, SAP, and YoozCoordinate troubleshooting calls with vendor support teams, preparing environment details, logs, and reproduction steps in advanceFollow up on open vendor cases to drive timely resolution; escalate where SLAs are at riskDocument vendor interactions, resolution steps, and workarounds for internal knowledge baseEnd User Communication and TrainingCommunicate clearly and professionally with finance and operations end users throughout the resolution processSet accurate expectations on resolution timelines and maintain proactive status updates for high-impact issuesProduce user-facing guidance materials, FAQs,



and how-to documentation for common tasks and known issuesDeliver informal training or onboarding walkthroughs for new users joining supported platformsAccess Management and GovernanceAdminister user access provisioning, modification, and deprovisioning across supported finance applicationsSupport access recertification activities and produce evidence packages for audit purposes (SOC 2 and equivalent)Ensure access changes are logged, approved, and traceable in accordance with IT governance standardsFlag access anomalies or policy deviations to the IT governance leadSystem Monitoring and Continuous ImprovementMonitor application health and proactively identify recurring incidents, performance degradations, or error patternsContribute to root cause analysis documentation and recommend sustainable fixes over recurring workaroundsSupport release management activities including UAT coordination, regression checks, and post-deployment validationParticipate in quarterly application health reviews and provide data on ticket volumes, resolution times, and open issuesRequired Skills and ExperienceApplication Expertise (Primary)Sage Intacct: general ledger, accounts payable/receivable, reporting, user administration, and integration behaviorCoupa: procurement workflows, purchase orders, invoice matching, and supplier portal interactionsSAP Concur: expense report management, travel policy configuration, and approval workflow supportYooz: invoice capture, OCR processing, approval routing,



and exception handlingAbility to learn and support additional finance and ERP-adjacent platforms as the application portfolio evolvesTechnical CompetenciesProficient in reading and interpreting system logs, error messages, and API response codes to diagnose issuesComfortable working with CSV/Excel data exports for reconciliation and troubleshooting purposesFamiliarity with integration concepts (API-based, flat-file, or middleware) as they apply to finance application ecosystemsWorking knowledge of IT service management tools (e.g., Jira Service Management, ServiceNow, Freshservice, or equivalent)Understanding of SSO, MFA, and identity provider concepts as they relate to application accessProfessional CompetenciesStrong written English communication skills; able to produce clear, concise user communications and documentationConfident verbal communicator capable of running troubleshooting calls with vendors and end users independentlyStructured approach to problem-solving with a robust bias toward root cause resolution over temporary workaroundsDisciplined in ticket documentation, status tracking, and audit trail maintenanceAble to manage competing priorities in a fast-paced, globally distributed team environmentPreferred ExperiencePrior experience supporting finance or ERP applications within a GCC, shared services, or managed services environmentExposure to SOC 2 Type II, ISO 27001, or equivalent compliance frameworks and associated evidence requirementsExperience supporting a globally distributed user base across multiple time zonesFamiliarity with Salesforce or CRM-adjacent platforms as complementary business systemsBasic scripting ability (Python, PowerShell, or similar) for data extraction or automation tasks is a plus

📌 Finance Application Support (Hyderabad)
🏢 JMD Technologies
📍 Hyderabad