The Customer Operations team at PowerPlan provides industry best customer experience for ongoing maintenance of the PowerPlan application.  We are looking for a Principal Support Architect in our Product Support team who will contribute to the on-going success of PowerPlan’s customer experience.  The Product Support team provides technical and functional expertise to ensure PowerPlan’s customers reach their business goals with the PowerPlan software.  You will play a critical role in ensuring customer satisfaction by triaging, prioritizing and troubleshooting, including reviewing application code, to identify an appropriate resolution of the issue.  You will be responsible for providing continual communication to the customer during the span of issue resolution and assisting junior resources as needed to ensure a positive customer experience is delivered.  As a Principal Support Architect, you will enhance your critical thinking, technical, troubleshooting, leadership and communication skills.

1. Provide SME level support for PowerPlan Application: Administer personal queue in accordance with product support standards, including documentation of actions and time.  Manage time appropriately to ensure cases are resolved in a timely manner. Analyze, troubleshoot and debug complex application code to determine root cause of issues.  Perform late shift and on-call assignments at SME level in accordance with product support standards.
2. Demonstrate quality customer experience through all interactions: Anticipate customer needs and give high priority to customer satisfaction and customer service. Deliver clear and concise written and verbal communications.
3. Develop and lead team and cross-functional operational initiatives to improve customer and team experience: Demonstrate a positive team attitude to contribute to the success of the team and/or PowerPlan initiative.
4. Refine functional and technical knowledge of the PowerPlan application and use to mentor and educate others across the organization: Understand and articulate the impact of the PowerPlan application and a high-level understanding of the flow of the business solution provided to customers. Deepen expertise and understanding of 3 or more component modules, with SME level/industry knowledge in at least two components.  Continue to develop and maintain technical skills in PowerPlan primary development tools (SQL, PowerBuilder, .NET, PLSQL) and secondary development tools as needed (C, ABAP, etc.). Provide education and mentor others and act as Services SME as needed. Serve as point of escalation for difficult issues.

• Bachelor’s in Computer Science, Information Technology, Engineering or a related subject matter field (Tax, Accounting)
• Excellent written and verbal communication skills
• Ability to analyze complex processes and identify root cause in a methodical manner
• Ability to collaborate and work as part of a team
• Ability to lead and influence team members
• Ability to quickly establish oneself as a trusted advisor to PowerPlan’s customers
• Understanding of system and network architecture, system platforms, system access, database design, SQL queries and network protocols
• Demonstrated ability to solve complex problems and possess high level of technical skills
• Knowledge of financial accounting processes (General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, Project Accounting, Close, Budget)
• Experience using and/or implementing PowerPlan products
• Knowledge and experience with developing complex SQL queries
• Ability to work alternate shift schedules and 24x7 on-call schedule as needed
• Skilled in MS Office Suite
• Must be authorized to work in the US

Preferred

• Experience with key enterprise applications, including ERP, EAM, and CRM (e.g., SAP, Oracle, Maximo, PeopleSoft)
• Hands-on experience working on or with capital projects, capital budgets and fixed asset accounting, or business tax software
• Industry experience within utilities, energy markets, oil and gas, mining, transportation, natural resources, or telecom
• Experience with Salesforce or similar support ticketing system