Career Area:
Business Technologies, Digital and Data
Job Description:
Your Work Shapes the World at Caterpillar Inc.
When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.
About Caterpillar
Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed.
Position Title: Senior Digital Technical Support Engineer (OneStream User Experience Consultant)
Job Location: Bangalore, KA-India
Role Definition
We are looking for a Onestream User Support Engineer to join our Onestream User experience team. This individual will be responsible for supporting GFSD Employees to provide them with overall product/software support and resolve any issues that may arise related to Onestream application. Your role is critical in maintaining a positive user experience and ensuring the users have smooth interactions with the OneStream platform. The ideal candidate will be passionate about working with users and providing exceptional user service.
Primary Duties and Responsibilities
Functional Support:
- Provide assistance to users regarding Onestream software functionality, setup, upgrades, error messages, and any other system-related issues.
- Provide functional support for Onestream financial consolidation application.
Issue Resolution :
- Oversee the resolution of user-reported issues, ensuring the highest level of 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 issue resolution
- Ensure all interactions with OneStream users are positive and handled with a high sense of urgency
Team Leadership :
- Manage and guide the user support team, fostering a collaborative and efficient environment.
- Collaborate with other teams to help solve support problems, provide training, and other issues that may arise
Continuous Improvement:
- Drive process improvements and optimize support operations.
- Support the adoption of best practices and contribute to a prudent Caterpillar IT Global Support model.
- Lead by example and encourage information sharing, team-based resolution activity, cross training and putting an emphasis on resolving cases as quickly and effectively as possible
Client Satisfaction:
- Ensure that users receive timely and effective support.
- Ensure system proper system performance through analyzing system performance metrics via tools internal and external to OneStream.
- Monitor system reconciliation points to ensure high level financial metrics match between systems. Play a key role in conducting root cause analysis, corrective actions, quality assurance processes and routine issue resolution.
Conduct risk assessments across various functions including:
- Security Provisioning
- Aberrant Data Detection
- Feature Deployment Impacts
- System Update Analysis
- Communicating about users feedback to technology teams in order to improve deliverables and meet business requirements.
Basic Requirements:
- A 4-year Accounting degree from an accredited college or university or equivalent experience
- 5 Years of financial or Business unit / management accounting experience
- 8+ years or more of experience in development / support of Financial reporting software.
Top candidates will also have:
Technical Proficiency:
- A solid understanding of the OneStream or similar platform, including its features, configuration, and troubleshooting.
- Prior experience and/or certification with any of the following products:
- OneStream
- Oracle Hyperion HFM, FDM, Planning, Essbase
- SAP BPC
- IBM Cognos or other EPM solutions.
- Experience with PowerShell, VB.net or Visual Basic. Any object-oriented programing.
- Familiarity with corporate consolidations, performance management (CPM) processes such as financial planning, consolidation, and reporting.
- User Service and Communication:
- Excellent communication skills to interact with users, understand their needs, and provide effective solutions.
- Ability to manage user expectations and maintain a positive relationship.
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.
- Implementing best practices to enhance user satisfaction.
- Managing multiple tasks efficiently, prioritizing urgent issues, and meeting deadlines.
Additional Information:
Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers
Caterpillar is an Equal Opportunity Employer (EEO)
EEO/AA Employer. All qualified individuals - including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
Posting Dates:
Caterpillar is an Equal Opportunity Employer (EEO).
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