JOB DESCRIPTION

1. Application Support:

Provide first-level support for accounting and financial systems (e.g. General Ledger, AP, AR, Billing, Fixed Assets).

Respond to system-related issues reported by Finance and Accounts users via phone, email, or helpdesk system.

Investigate, diagnose, and resolve application issues including configuration errors, transaction issues, and data inconsistencies.

Escalate unresolved issues to vendors or internal technical teams and follow up until resolution.

Maintain accurate records of incidents, solutions, and corrective actions taken.



2. System Monitoring & Maintenance:

Monitor accounting system performance, availability, and transaction processing to ensure smooth operations.

Assist in system patching, version upgrades, and enhancements with minimal disruption to finance operations.

Perform routine checks to ensure data integrity and system stability.



3. User & Access Administration

Manage user accounts, roles, and access rights in accounting systems in accordance with internal controls and audit requirements.

Ensure segregation of duties (SOD) is enforced within financial systems.

Assist in onboarding and offboarding users by configuring appropriate system access.



4. Collaboration:

Work closely with Finance and Accounts teams to understand business requirements and system issues.

Act as the main liaison between end-users and accounting system vendors for troubleshooting, enhancements, and change requests.

Support system testing during upgrades, patches, or new module implementations.



5. User Training & Support:

Conduct basic training sessions for Finance and Accounts users on system functions and best practices.

Provide guidance to users to improve system utilization and reduce recurring issues.



6. Documentation & Compliance:

Maintain up-to-date documentation on system configurations, workflows, and support procedures.

Prepare user guides, SOPs, and FAQs related to accounting system usage.

Support internal and external audits by providing system-related information and access logs when required.



7. Customer Service & Professional Support:

Deliver prompt, professional, and courteous support to all users.

Ensure high user satisfaction by resolving issues effectively and within agreed timelines.



REQUIREMENTS

Bachelor’s degree in Information Technology, Computer Science, Accounting Information Systems, or a related field (or equivalent experience).

Experience supporting accounting or financial systems (e.g. ERP, accounting software).

Basic understanding of accounting processes and financial workflows.

Experience working with Finance or Accounts departments is an advantage.

Strong problem-solving, documentation, and communication skills.

Ability to work independently and collaboratively with cross-functional teams.

Experience in a healthcare or regulated environment is a plus.

Relevant IT or accounting system certifications are an added advantage.