Finance Helpdesk Analyst (5972)
Federal Way, WA

Job Description

Share Big Dreams

At World Vision, we're sharing a big dream for children. One that moves beyond just clean water or food or healthcare to offer a full solution to poverty. We want children to have everything they need to thrive, both physically and spiritually, so they can experience the kind of life God intends-life in all its fullness. View our "Who We Are" clip here.

We want the same for our staff: big dreams, a career of significance, and fullness of life. Share your experience so you can share a full life with children in need.

World Vision is looking for a Finance Helpdesk Analyst

As a Finance Helpdesk Analyst you will work to resolve end-user technical issues via telephone, email and onsite support for World Vision US. Provide level 1 and 2 help desk support while working on one or more projects as a team member. Interact with business customers to provide accounting, finance application and policy support; provide incident tracking, documentation and training. Help carry out our Christian organization's mission, vision, and strategies. Personify the ministry of World Vision by witnessing to Christ and ministering to others through life, deed, word and sign.

* Keep Christ central in our individual and corporate lives. Attend and participate in the leadership of devotions, weekly Chapel services, and regular prayer.
* Perform operational and/or support activities for key finance processes that have cross-system dependencies.
* Provide first point of contact and day-to-day technical support to end users, responding to level 1 and level 2 support requests via multiple sources such as phone and email. Enter call data into the tracking system (ServiceNow) on issues including: user access service, diagnosing problems by evaluating multiple options, developing checklists and scripts for resolving routine problems, documenting problem status and resolution in tracking log and escalating problems when necessary.
* Conduct research, troubleshooting and analysis as needed to resolve customer issues.


* Collaborate in the development of service-level objectives and take steps to meet or exceed targets. Explain procedures to clients and follow up in a timely manner to ensure customer satisfaction.


* Alert team members about recurring problems, and communicate updates on issues in a timely manner to ensure client satisfaction and productivity. Communicate technical information to both technical and non-technical personnel.


* Adhere to the integrity of controls, regulations and guidelines, including passwords and user credentials to assure systems security and data integrity.


* With appropriate SME's, create learning resources for issue resolution.
* With CB team, create training materials/resources based on repetitive issues to increase awareness and self-help training options.


* Collaborate with stakeholders to define/confirm and document business requirements for reporting.


* Update and/or maintain systems, files, documents, tools, policies and procedures for various integrated or stand-alone finance systems.


* Identify potential process improvement options and disseminate to appropriate stakeholders.


* Recommend procedures and controls for service improvements, including improving queue time, abandoned call rates, and first contact resolution. Monitor and analyze quality assurance metrics, such as defects, defect counts, test results and test status


* Maintain quality records and related documentation based on accepted problem management procedures.


* Perform routine analysis of issue types for trends; coordinate with capacity building team to develop relevant resource when needed.


* Mentor less experienced staff in specific areas of expertise as appropriate.
* Disseminate relevant reports (daily, weekly, monthly) to stakeholders. This includes, but is not limited to SLA's, Chart of Accounts update, GL's and helpdesk issue reports.
* Provide input during project planning and implementation phase.
* Work collaboratively with team members when assigned to work as a member of a team.
* Perform other duties as assigned.
* Keep informed of organizational announcement, activities and changes via regular reading of the WV Central Intranet, WVUS Intranet and other corporate communication tools.

Required Experience

Associates degree or equivalent work experience in a customer service environment. Demonstrated computer skills and moderately complex problem solving skills. 1-2 years of experience in a customer support role preferred.