•This position is responsible for the development and execution of ENCORE customer support related activities for the region. Additionally, the position will ensure data integrity by performing daily and monthly verifications. ENCORE is Eaton’s financial forecasting and reporting application utilizing Longview software from Longview Solutions. It provides the common communication vehicle for financial results, rolling forecast, profit plans and strategic plan for all operations worldwide. It is the source of Eaton’s key performance indicators used in determining compensation targets and payouts
•The major activities for customer support of ENCORE are in the areas support desk coordination, communication and training as directed by the ENCORE Training and Support Analyst in the US.
•Ensure the data integrity of the ENCORE, RADAR and Eaton HFM systems by daily and monthly monitoring, analysis of any variances found, and confirmation of accuracy of any data changes. This requires a thorough understanding of corporate calculations, financial performance measures, and how data changes will impact these measures.
•Direct the process for receipt and disposition of all open ENCORE support desk calls and e-mails via the ENCORE help desk or the GSC.
•Work closely with System Administrator(s) for resolution of issues.
•Develop frequently asked questions (FAQ’s) based on findings from training and user interaction via the support desk function. These FAQ’s should serve the ENCORE users as well as assist other ENCORE team members in understanding user issues. Additionally, position must keep management informed of major issues or concerns of users.
•Assist in drafting and publishing communication to all ENCORE users for items such as significant system changes, regular processing schedule, special processing schedules, scheduled and unscheduled maintenance, ENCORE tips and tricks, etc.
•Recommend and implement, where applicable, process improvements in any ENCORE, Area including user processes, training processes, communication vehicles support desk Processes and system administration processes.
•Maintain ENCORE training materials for changes, upgrades and enhancements to the ENCORE application.
•Maintenance of SOX controls for system security and access.
•Gather, review and log user requests for future ENCORE enhancements. Make Recommendations for enhancements based on priority and frequency of requests.
•Support the ENCORE instructor led training programs and training materials. This includes the coordination and presentation of ENCORE training with different curriculum based on user classification.
•Support ENCORE System Upgrades and Enhancements including planning, communication, testing and negative testing, analysis, and roll-out.
•Update team metrics and meeting notes on a monthly basis.
•Assist Cooper HFM system administrator with loading data files, consolidating the system during closing, password resets and other activities as needed.
Accounting major (B.Com) & CA/ICWA/CFA/MBA (Finance), preferable.
•3-5 years of customer support in financial reporting tool.
•This position requires a solid knowledge of accounting and finance principles and the ability to consistently apply that knowledge to customer situations. At a minimum, the incumbent must have an undergraduate degree in accounting or finance and three to five years of related experience. A strong interest and propensity toward information technology is a desired trait.
•The incumbent must possess strong problem solving skills and be able to anticipate and identify opportunities for improvement. The next level of supervision is kept informed of all relevant activities and major system problems or process changes are discussed prior to a final decision
•Familiarity with Business Intelligence Tools –OBIEE, Hyperion, Cognos, Khalix/Longview, etc. would be an asset
•Experience with working with ERP. Working knowledge of Oracle Financials and/or SAP preferred
•Captive / Multinational experience (pre-requisite), adaptable to varying cultures
•Good interpersonal skills
•Excellent communication skills in English are required
•Work well under pressure and be skilled at managing multiple tasks within demanding timelines
•Eager to work in a dynamic and complex organization
•High level of enthusiasm with a “can-do” attitude
•Passion for business and ability to drive change
We make what matters work. Everywhere you look—from the technology and machinery that surrounds us, to the critical services and infrastructure that we depend on every day—you’ll find one thing in common. It all relies on power. That’s why Eaton is dedicated to improving people’s lives and the environment with power management technologies that are more reliable, efficient, safe and sustainable. Because this is what matters.
We are confident we can deliver on this promise because of the attributes that our employees embody. We’re ethical, passionate, accountable, efficient, transparent and we’re committed to learning. These values enable us to tackle some of the toughest challenges on the planet, never losing sight of what matters.
Region: Asia Pacific
Organization: Corporate Sector
Job Level: Individual Contributor
Is remote work (i.e. working from home or another Eaton facility) allowed for this position?: No
Does this position offer relocation?: Relocation from within hiring country only
Travel: Yes, 10 % of the Time