Your Job
The Support Analyst role will be responsible for assisting users in leveraging the Master Data product, including the EBX application, to derive value. This includes providing level 1 issue support and triage, as well as consulting other groups on how to leverage platform patterns. This role ensures product and tools are well documented, and such documents are available to users. This will be a customer-facing role and will be the first point of contact for most customer inquiries.
Our Team
The DMET (Data Management, Enablement and Transformation) team is focused on developing a long-term sustainable capability utilizing data and technology to transform finance. This includes a diverse group with multiple teams focused on data platform technologies, specific data products and transformation with an emphasis on data security. Our strategy will empower the finance and tax organizations to create superior value while consuming few resources, unlocking analytical capabilities, mitigating risk, and meeting ever-changing regulatory requirements.
What You Will Do
Provide Rapid User Support:
- Respond quickly to user support requests, assuring users that their issues are being addressed promptly.
- Use existing documentation to assist users with basic queries, questions and issues, directing them to relevant resources.
- Encourage self-service by pointing users to appropriate documentation and maintaining an FAQ for common issues.
- Understand business needs and data model to provide guidance on EBX role inquiries to users.
- Follow communication path to inform users of any outages or bugs that may exist.
- Identify issues or inquiries requiring specialized expertise and assign them to the appropriate person.
- Maintain clear escalation paths for various inquiries.
- Identify when issues are repetitive or systemic and report for resolution.
- Collaborate with Master Data product team to stay informed and develop domain knowledge about upcoming product enhancements, business changes, and releases, ensuring alignment with user support efforts.
- Partner with Data Analysts to ensure documentation for new and existing features is sufficient for support purposes.
- Handle low-priority issues and questions to relieve analysts.
- Partner with EBX application team to stay informed on application issues or enhancements in order to communicate to users and Master Data team appropriately.
- Document current and future state processes in collaboration with product team.
- Capture user requirements for the product and collaborate with product owner to add future enhancements to backlog.
- Capture themes for user inquiries and create FAQ documentation.
- Establish, track, and report key performance indicators (KPIs) related to user patterns.
- Build Tableau dashboards to visualize and analyze KPI data.
Who You Are (Basic Qualifications)
- Experience with customer service
- Ability to identify and prioritize value added work.
- Ability to apply governance to comply with data integrity and quality expectations
What Will Put You Ahead
- Experience working in tax, accounting, business analytics, or related field.
- Experience with data prep tools (Alteryx, Matillion, Tableau Prep, etc.)
- Experience with BI/data visualization tools (Tableau, Power BI, etc.)
- Experience with Agile methodologies (Scrum, Kanban, Release Train, etc.)
- Experience with data integrations, APIs, ETLs and etc.
- Experience with cloud environments especially Amazon Web Service
- Experience with enterprise data warehouse methodology such as how to build dimensions, fact tables, and associated jobs
At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Hiring Philosophy
All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.
Who We Are
Koch Industries creates and innovates a wide spectrum of products and services that make life better. Our work spans a vast number of industries across the world, including engineered technology, refining, chemicals and polymers, pulp and paper, glass, electronics and many more. Headquartered in Wichita, Kansas, Koch employs 122,000+ employees across the globe.
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Our Benefits
Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.
Equal Opportunities
Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please visit the following website for additional information: http://www.kochcareers.com/doc/Everify.pdf
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