Senior Product Support Analyst, Cloud Accounting Solutions

Senior Product Support Analyst, Cloud Accounting Solutions
Location Halifax, NS (Downtown)
Alternate Location:
ATS Engagement No. 4895
Who we are
You know those big cities that still feel like small towns? Where everyone's friendly and helps each other out? That's like Grant Thornton. Except here we're all professionals and there isn't a mayor or a general store. What we're trying to say is that we're a very different kind of professional services firm where culture is at the heart of who we are and what we do. We employ about 2000 people across Canada, and we truly care about helping our clients, colleagues, and communities thrive. That's what's most important to us. We're building a special organization that's purpose driven and as we grow we always want to remember what your favourite milkshake flavour is.
Our growing Practice Management team has an opportunity for a Senior Product Support Analyst, Cloud Accounting Solutions . This role will support our people and offices across the country and will require an ongoing schedule of working from 8:30 am (AST) to 5:00 pm (AST) each day (Monday to Friday).
In this role, you'll have a chance to expand your skills and expertise by managing a support queue for Cloud accounting applications, providing technical support to our client service team across the country, and backup support for the current Cloud Accounting Solutions Administrator, who provides account and user administration support for all Cloud accounting platforms. You will learn something new every day, and be a major influence in how our clients and colleagues work and thrive.
This is a unique opportunity to collaborate with colleagues and become known as a trusted advisor to practitioners from coast to coast. It's a chance to tap into your knowledge, passion and experience; a chance to contribute meaningfully to our purpose - to help our clients, colleagues and communities thrive.
As a Senior Product Support Analyst, Cloud Accounting Solutions, you will:
  • Be responsible for the management of Cloud accounting support, providing assistance to Regional Program Champions and business development leads on product demos and platform requirement discovery. This includes the necessary analysis to determine the best party to deal with the support request, all on a timely basis.
  • Work with Cloud Accounting Solutions Product Manager to deliver on product roadmap.
  • Act as a technical champion for specific Cloud accounting platforms and applications.
  • Provide guidance, expertise and support to cloud practitioners on:
  • Application capabilities
  • Initial client platform deployment
  • Client training and onboarding
  • Platform integration and issue trouble shooting
  • Complex file conversions
  • Develop and maintain product knowledge base for practitioners and client self-help consumption.
  • Develop and deliver training content for program applications and job delivery process.
  • Conduct market research to drive input into product roadmap; assist in execution of proof-of-concept pilots for future productization.
  • Collaborate with vendor support staff to resolve client reported issues and escalations.
  • Provide necessary support and backup for current Cloud Accounting Solutions Administrator.
  • Prepare statistical information and data analytics as requested.
  • Join the Practice Management Application Support team with related duties as necessary.
    Be Grant Thornton
    If you're a bit like us, you're driven to connect with how others are feeling and thinking. Here we walk in others shoes before taking action. Just imagine being part of a team that puts we before me, where flexibility is a mindset, and where you trust your colleagues have your back. At Grant Thornton, you'll work with inspiring leaders who support your development, both personally and professionally. This is a place where your insatiable curiosity enables you to think, see and hear from a variety of perspectives, a place where every day is different and having the courage to grow is part of who you are. And when all this comes together, well that's when the magic happens.
    Think you've got what it takes to play this key role in Cloud Accounting Solutions? Like the colour purple? Great. Here's a few more boxes we're also hoping you can tick:
  • Minimum 2 years professional experience in working with and/or supporting business applications. Experience in working with QBO, Xero and other Cloud Accounting applications would be preferred.
  • University degree or college diploma in business administration, finance or accounting would be an asset.
  • Intermediate level computer skills - Excel, Word and Outlook in particular.
  • Client-service focus with excellent problem-solving skills and sound professional judgment.
  • Proven ability to prioritize and consistently produce high-quality work while meeting deadlines in a demanding environment.
  • Well organized with excellent time management skills.
  • Willingness to roll up your sleeves whenever the need arises!
  • Ability to work Monday to Friday from 8:30 am to 5:00 pm (AST) and flexible to work additional hours as required.
    At Grant Thornton we're focused on making a difference in the lives of our clients, our colleagues and our communities. That's our purpose. Or, as we like to say, living our purple.
    Are you ready to Discover Your Purple?
    Grant Thornton LLP supports the spirit and principles of Employment Equity and is committed to maintaining an environment which is perceived to be fair and non-discriminatory. We welcome applications from designated group members - Women, Visible Minorities, Aboriginals and Persons with Disabilities and accommodations are available for Persons with Disabilities taking part in any aspect of our selection/hiring process. Should you require any accommodation during the recruitment process or otherwise, please notify us of this via and we will work with you to meet your accessibility needs.
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    About Grant Thornton LLP

    Grant Thornton LLP is a leading Canadian accounting and business advisory firm providing audit, tax and advisory services-locally and across Canada to dynamic privately owned, publicly listed and public sector organizations.

    Together with the Quebec firm, Raymond Chabot Grant Thornton LLP, we have approximately 4,000 people in offices across the country.

    As a member of Grant Thornton International Ltd, we benefit from being part of a network of more than 50,000 people providing clients with distinctive and personalized service in over 130 countries.

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