Customer Support Specialist

Role Purpose

Supporting our internal and external customers using our financial reporting and analysis tools along with delivering financial insight to support Hotel reporting.

Key Accountabilities

End to end support from a query being raised through to resolution which will involve working with various teams/issues and customers whilst providing timely communications to keep the customer updated.
Advising customers of the correct processes for raising support and security queries and making process improvements where appropriate.
Responsible for the resolution of support and security queries in a timely manner.
Requesting security set up/amendments and termination of users to finance reporting systems whilst following a defined and governed request process including gaining approval from stakeholders.
Build working relationships with system users within the global finance community
Assist with project testing when required.
Actively contributing to Global Hotel Reporting and Insights (GHR&I) deliverables by preparing reports and providing insights on key performance indicators.
Identify process improvement opportunities and support the delivery of improvements in processes, systems, and procedures.

Key Skills & Experiences

Experience in customer support, preferably in a technical or financial role
Effective verbal and written communication skills for the purpose of providing and explaining information to business partners, key stakeholders, and technical teams
Knowledge of Management reporting tools (Essbase, SmartView and OAC or similar) is desired but not essential
Experience of working in a process driven, governed environment with good attention to detail
Experience working with cross-functional teams in multiple locations, driving system or cultural change, and challenging & communicating with business stakeholders
Understanding of IHG’s global systems is desired but not essential
Excellent Microsoft Excel knowledge

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