Principal Support Architect

Overview

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.

Responsibilities

Qualifications

• 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