RSM US LLP Application Support Lead in New York, New York
Are you a tech visionary who wants to play a critical role in the next wave of tech innovation? At RSM, you will maintain a solid knowledge base of the functional capabilities of and is a Subject Matter Expert on the various areas and tax technology products. Interface with clients to define and document requirements for a named set of custom developed or vendor software products.
National Tax Technology ("NTT") and is one of the fastest growing practice groups in all of RSM Tax. The NTT team is focused on enhancing RSM US's ability to deliver comprehensive, value-added, and efficient Tax services to our clients. It is a dynamic team with professionals of varying backgrounds from tax functional, tax technical, technology development, and project management. The team consults and executes on a wide range of initiatives involving process and tool development and implementation including training development, engagement management, tool design, and implementation.
The Application Support Lead role is to provide L2 functional and technical support for tax applications. This includes reviewing tickets coming from L1 queue, work toward root cause analysis, reaching out to end-users and L3 product teams and coordinating a solution. Field incoming help requests from end users via e-mail in a courteous manner. Remotely troubleshoot problems with windows based workstations, custom applications and browsers. Ensures all requests from users are logged and escalation procedures are followed. Maintains problem status/resolution information in ticketing database.
Ensure service needs and SLAs are met by reviewing ServiceNow's queues, making sure the help desk knowledge base information is accurate and up-to-date. Actively monitor work queues for timely completion of end-users requests. Have an interest in learning cloud infrastructure management and keep an eye on application health by looking through dashboards and monitoring tools. Also willing to do ad-hoc work with product teams as needed.
Ideally 5+ years' experience in an IT role and 2+ years' experience in a problem management role and end user support.
Familiarity with problem management methods and concepts to drive to the root cause.
Knowledge in using ticketing tools such as ServiceNow or similar.
Able to explain technology and tax technical processes to non-technical audiences.
Capable of understanding end user needs and translating them into requirements for product teams.
Flexible working hours to accommodate tax busy season schedules.
Self-driven and ability to work independently.
Experience with application backend, able to query databases using T-SQL for troubleshooting issues.
Knowledge of tax provision software's like Thomson Reuter's One Source Income Tax, One Source Tax Provision and Wolters Kluwer's CCH Axcess is a plus.
You want your next step to be the right one. You've worked hard to get where you are today. And now you're ready to use your unique skills, talents and personality to achieve great things. RSM is a place where you are valued as an individual, mentored as a future leader, and recognized for your accomplishments and potential. Working directly with clients, key decision makers and business owners across various industries and geographies, you'll move quickly along the learning curve and our clients will benefit from your fresh perspective.
Experience RSM US. Experience the power of being understood.
RSM is an equal opportunity/affirmative action employer. Minorities/Females/Disabled/Veterans.