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IT Technical Support (Cloud)

R

Risewave Consulting Inc.

25 - 28K PHP
Part-time
N/A

Role Overview

We are seeking an Associate Technical Support Representative to act as the first line of defense for our Cloud operations. You will be responsible for resolving technical and functional queries related to our Enterprise Performance Management (EPM) ecosystem. This role is perfect for a tech-savvy professional who understands the "language of finance" and enjoys troubleshooting complex data and system issues.


Key Responsibilities

  • Incident Management: Monitor and manage the ServiceNow ticket queue, ensuring all support requests are acknowledged and resolved within established SLAs.
  • Technical Troubleshooting: Identify, diagnose, and resolve technical issues within EPM tools (e.g., Oracle PBCS, Hyperion, or Anaplan), including data load failures and system access errors.
  • Data Validation: Use SQL to query backend databases to verify data integrity and troubleshoot discrepancies between source systems and EPM reports.
  • Functional Support: Provide guidance to non-technical business users on financial planning, budgeting, and forecasting workflows within the application.
  • Documentation: Maintain and update the Knowledge Base (KB) with common issues and "how-to" guides to improve user self-service.
  • Escalation: Collaborate with Level 2 and Level 3 engineering teams for complex bug fixes or infrastructure-level changes.


Basic Qualifications

  • Education: Bachelor’s degree in Information Technology, Computer Science, Finance, or an equivalent combination of education and experience.
  • EPM Exposure: At least 1 year of experience working with or supporting Enterprise Performance Management tools.
  • Technical Skills: Basic to intermediate proficiency in SQL (Select, Join, Where clauses) for data validation.
  • Ticketing Systems: Hands-on experience using ServiceNow (or similar ITSM tools) for incident tracking and documentation.
  • Communication: Exceptional verbal and written English skills; ability to translate technical "jargon" into simple terms for Finance users.


Work Location: UP Techno Hub QC

Work Setup: Hybrid (2x onsite)