Financial Systems Specialist

The Financial Systems team oversees the ongoing enhancement of Braze’s Financial platforms, data, security and operating procedures. At our core, we are system optimization people. While we are committed to providing outstanding end-user support, our primary objective is to find and fix inefficiencies, enabling functional teams to perform at levels they never thought possible. As a team, we care about end-user satisfaction, agile methodologies, and system integrity. To the company, we provide internal technical support, deliver system enhancements, and lead digital transformation projects. 

We are seeking a motivated and detail-oriented Financial Systems Specialist to join our Financial Systems team. In this role, you will be the first point of contact for users experiencing technical issues with our financial systems. You will provide exceptional customer service, troubleshoot problems, and ensure that our financial systems operate smoothly. This position is ideal for individuals with a passion for technology and people, who are looking to grow their career in a dynamic environment. You care about the integrity of the system, and put the needs of the end-users, functional teams, and the business first. You will work closely with the System administrators and the Senior Manager of Financial Systems to deliver production support  to fellow Braze employees using Coupa, NetSuite and more financial applications.. 

WHAT YOU’LL DO

• Respond to incoming support requests through our ticketing system, providing timely and effective assistance. 
• Troubleshoot technical issues related to financial software application and integrations.
• Create and maintain knowledge base articles, including user guides, administration guides, and training materials to assist users and improve team efficiency.
• Maintain accurate records of support requests, resolutions, and user interactions in the ticketing system.
• Communicate effectively with users regarding the status of their requests.
• Work closely with system administrators, engineers and business analysts  to escalate complex issues that require system development and  test new features as part of major releases. 
• Assist in onboarding new users by providing training on financial systems and best practices.
• Monitor system performance and report any anomalies or recurring issues to the appropriate technical teams for further investigation.
• Gather user feedback on system functionality and support processes to help identify areas for improvement..
• Ensure adherence to company policies and procedures, particularly regarding change management, data security, and confidentiality.
• Where necessary, assist with creating documentation for audits.

WHO YOU ARE

• Must have at least 2 years of experience working in Coupa or NetSuite.
• Must have excellent problem solving and critical thinking skills.
• Must have exceptional verbal and written communication skills, a strong attention to detail, and outstanding organizational skills.
• Enjoys seeking and sharing knowledge, challenging the status quo, and identifying opportunities for improvement.
• A team player with the ability to build strong relationships across cross-functional teams.
• Familiar with financial systems, accounting software, and general IT troubleshooting. Basic understanding of databases and reporting tools is a plus.

PREFERRED QUALIFICATIONS

• Experience with ticketing systems (e.g., Jira ServiceDesk, Zendesk, ServiceNow) and remote support tools.
• Experience implementing Coupa in the technology or financial services industries.
• Familiarity with creating and maintaining documentation in Confluence.
• Experience with compliance frameworks, including SOX and SSAE16 SOC.