Finance Product Operations Professional

This position is on the Finance Product Operations team within TSG Finance Technology. The team serves as the operational backbone of Finance Technology, owning the day-to-day operational layer across the Finance Apps portfolio (including SAP, expense, treasury, financial planning, management reporting, and related tools). The Senior Analyst based in New Delhi plays a critical role in ensuring time zone coverage for ticket operations, providing consistent support to Finance Technology users across global business hours. The role works closely with other Finance Product Operations team members based in Boston and with the team manager based in Warsaw, as well as product managers and engineering teams across the US, India, and globally. Day-to-day responsibilities include triaging and resolving incoming tickets (L1 and L2), provisioning access, maintaining knowledge articles and process documentation, and supporting operational tasks across the Finance Apps portfolio. To be successful, this role will demonstrate strong ownership and follow-through, the ability to work independently across time zones, and clear written and verbal communication with Finance Technology users at all levels of the organization. Essential Functions Ticket Operations and Resolve (50%) Triage and route incoming ServiceNow tickets across the Finance Apps portfolio (SAP, GoExpense, and related tools) Own L1 and L2 ticket resolution; escalate true defects to Engineering (L3) Coordinate with product and business teams where business knowledge is required for resolution Provision access and handle routine account and setup requests Monitor SLAs and flag aging or recurring issues to the team lead Track and report on ticket volume, resolution times, and SLA performance Operate and Execute (20%) Execute recurring operational tasks (e.g., new company setup, access provisioning workflows) Support regression testing for patches and releases where required Support release coordination and rollout timing regarding operational fixes to users Participate in hypercare support during major system transitions Enable and Continuous Improvement (20%) Maintain Finance Tech Hub (FTH) knowledge articles and process documentation for user self-service Identify repeatable issues and drive root-cause fixes and workflow improvements Build and update internal playbooks for high-volume repetitive requests Contribute to building and maintaining operational standards for Finance Technology Serve as a point of contact for Finance Technology users in the India time zone, ensuring consistent coverage during business hours Other Duties and Projects as Assigned (10%) Total: 100% Qualifications Education Required Bachelor s degree in Finance, Accounting, Information Technology, or a related field Preferred None Experience Required 3-5 years of experience in IT operations or application support Experience with SAP Financial modules Preferred Experience with Finance or ERP systems (SAP, expense, management accounting systems, or similar) Experience in a GBS or shared services environment Knowledge, Skills, and Abilities Required Demonstrated understanding of core accounting concepts and practices, and IT concepts Excellent organization, logic, and analytical skills with a very strong aptitude for problem-solving Team player; productive working independently or as part of a team Strong interpersonal and communication skills with a passion for understanding and addressing customer needs; ability to work well with all levels of the organization Ability to quickly grasp new technologies, tools, and concepts. the role should be enterprise solutions with SAP as one of the primary skill.

Skills
SAP, FICO, Incident Management

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