Specialist_Finance Helpdesk

• Process service requests submitted by endusers for the finance domain.
• Follow predefined workflows and procedures to fulfill service requests accurately and efficiently within established SLAs.
• Provide guidance and assistance to endusers on how to submit service requests and utilize selfservice features available through the ServiceNow portal.

• Deliver exceptional customer service by actively listening to endusers, empathizing with their concerns, and providing clear and courteous communication throughout the support process.
• Manage enduser expectations regarding issue resolution timeframes, service availability, and potential workarounds or temporary solutions.
• Strive to achieve high levels of customer satisfaction through prompt resolution of issues and proactive communication to prevent recurrence.

• Document all interactions, troubleshooting steps, and resolutions accurately and comprehensively within the ServiceNow knowledge base.
• Contribute to the continuous improvement of knowledge banks, learning logs, and selfhelp resources to empower endusers to resolve common issues independently.
• Share insights and lessons learned with team members to enhance collective knowledge and improve service delivery efficiency.

Degrees/Field of Study required Master of Business Administration, Bachelor of Commerce, Bachelor in Business Administration Degrees/Field of Study preferred ServiceNow Platform Accepting Feedback, Accepting Feedback, Accounting Policies, Accounting Practices, Active Listening, Balance Sheet Analysis, Budgetary Management, Cash Flow Analysis, Communication, Emotional Regulation, Empathy, Escalation Management, Financial Budgeting, Financial Close Process, Financial Data Mining, Financial Forecasting, Financial Management, Financial Policy, Financial Reporting, Financial Statement Analysis, Generating Financial Reports, Inclusion, Intellectual Curiosity, Internal Controls, Key Performance Indicators (KPIs) {+ 4 more}