Finance Process Enablement Manager

Job Summary

End User and Application Support for the tool suite used by finance and delivery professionals to manage the end-to-end contract life cycle from sales to delivery.

The ACS Tier 1 support team has expertise in both business processes and system procedures across a wide array of tools.  They are the first point of contact for end users seeking functional and technical support for ACS applications.  This role is responsible for leading a team of ACS Support professionals including supervision, career counseling, providing feedback, internal and external training, issue resolution and escalation coverage.

Key Responsibilities

End User Support

• Develop and maintain a thorough understanding of ACS applications and the business processes they support.
• Continuously monitor incoming inquiries to ensure all are managed within established SLAs.
• Work with other T1 leads to resolve complex questions and situations.
• Watch for trends in incoming tickets that indicate a critical problem might be developing and escalate appropriately.
• Serve as a key escalation point for leadership if a critical problem develops.
• Collaborate across the team to review and update FAQs to ensure the ACS Chat bot is up to date.
• Develop and maintain relationships with end users to stay connected to the user communities.

Application Development and Support

• Escalate tickets for observed defects and provide additional detail to Operations teams as needed.
• Attend Daily Operations calls to discuss defects and collect updates to share with impacted users.
• Coordinate participation of team members in User Acceptance Test for releases.
• Collaborate with other design/support tiers and initiative teams.
• Provide input regarding enhancement suggestions.
• Assist with prioritizing future scope based on end user feedback.
• Participate in design sessions for new functional/features or enhancements.

Training and Deployment Support

• Ensure team is up to date on all relevant changes happening in the tool suite.
• Coordinate and deliver training to team and/or end users as requested/needed.
• Support deployment efforts of tool rollouts as needed.
• Collaborate with Change Management for ongoing maintenance, and refinement of training materials, best practices, job aids, demos, support sites and FAQs.

Team Management, Process Improvement and Status Reporting

• Manage and supervise the ACS Support Tier 1 team.
• Coordinate work schedules to ensure optimal end user support.
• Provide status on end user support activity.
• Drive efforts to continuously improve and optimize support processes and procedures.
• Ensure additional workstreams and applications can be added to support model as needed.
• Perform resume review and hiring interviews as needed for open roles.
• Provide feedback, career counseling and mentoring to team.

Knowledge and Skill Requirements

• Strong proficiency of Accenture business and financial processes, including:
  • Sales and Pricing
  • Staffing
  • Contract set up, Administration and Invoicing
  • Contract and Corporate Forecasting
  • Financial Reporting
  • Contract and Internal Control Documentation

• Ability to use and understand all tools covered by the ACS Support Team (see Technical Skills).
• English fluency, both written and spoken, is required.
• Ability to work a flexible schedule within a global team to support global users.
• Ability to communicate effectively across different geographies, organizations, career levels and skill/expertise levels.
• Self-starter with strong administrative, follow-up and follow through communication skills.
• Technical proficiency in Microsoft Windows, Microsoft Office, SAP Financials & Business Reporting.
• Excellent problem solving and analytical skills and ability to work on multiple problems at one time.
• Excellent customer service and interpersonal skills, and the ability to remain calm in stressful situations.
• Comfortable in working in a collaborative team environment.

Relationships

• Supervises: ACS T1 Support Resources
• External Relationships:  ACS Tier 2 and 3, CIO Operations, SAP OTC, CFM end users, Delivery end users, Application Business Leads