Position Title: Senior Product Support Specialist (IBM Cognos Stack)
Work location: Bangalore
Work Mode: Hybrid (8.00 AM to 5.00 PM OR 12.00PM to 9.00PM IST)
Department: Financial Consolidation, Controlling & Reporting
Team Scope: IBM Cognos Controller, IBM Planning Analytics (TM1), IBM Cognos Analytics
Position Purpose:
- We are seeking an experienced Financial Systems Support Engineer to join our core Financial Consolidation, Controlling, and Reporting Platform team. In this role, you will be pivotal in maintaining high system availability, driving rapid ticket turnaround times, and elevating our Service Level Agreements (SLAs).
- Working within a hybrid ecosystem of permanent specialists and rotational Top Graduates, you will actively engage in continuous job rotation and cross-functional knowledge sharing. This position offers a balance of functional financial support, technical troubleshooting, support reporting optimization, and continuous application maintenance across our entire IBM software suite.
- Work Location will be Eurofins IT Solutions India Pvt Ltd, which is of our Service Delivery Centres based in Bangalore. Since the application has a global footprint and functions for all management levels as a decision-making source, you will have a considerable high exposure to the Eurofins Headquarters, based in Brussels (Belgium), from which the overall road map of the platform is defined.
Key Responsibilities
1. Incident Management & SLA Excellence
- Act as a Tier-1 to Tier-3 escalation point for user inquiries, system bugs, data discrepancies, and performance issues across IBM Cognos Controller, IBM Planning Analytics (TM1), and IBM Cognos Analytics.
- Drive ticket resolution from triage to closure, ensuring strict adherence to established target response and resolution SLAs.
- Conduct root-cause analyses for recurring incidents and implement permanent resolutions to prevent repeat tickets.
2. Support Process Streamlining & Reporting
- Design, refine, and automate weekly/monthly Support KPIs and SLA Reporting dashboards (measuring ticket volume, turnaround times, backlog trends, and resolution rates).
- Standardize incident categorization, escalation pathways, and documentation to make support operations transparent and reproducible.
- Identify bottlenecks in the end-to-end support workflow and implement continuous process improvements.
3. Knowledge Sharing & Team Job Rotation
- Participate actively in the team’s Job Rotation Framework, gaining hands-on maintenance, development, and support exposure across all three IBM core applications.
- Mentor and guide the team’s Top Graduates, facilitating fast and structured skill transfer in financial systems administration.
- Maintain and expand the team’s Central Knowledge Base, Standard Operating Procedures (SOPs), and user troubleshooting guides.
4. Application Maintenance & Minor Enhancements
- Assist with month-end and quarter-end financial closing support activities (data loads, consolidation runs, dimension maintenance, security updates).
- Perform continuous maintenance, small system enhancements, and script updates in collaboration with the Development and Administration teams.
- Participate in user acceptance testing (UAT) and post-deployment validation for platform updates or release cycles.
5.Proactive & Assertive Communicator
- Articulate complex financial-technical concepts clearly and concisely in written English (SOPs, ticket updates, reports).
- Confidently drive discussions, set expectations, and interact with business users and technical teams with clarity and constructive tact & diplomacy.
Required Qualifications & Skills
- Experience: 4 - 6 years of hands-on technical/functional support or development experience in enterprise financial systems.
- Domain Knowledge: Strong understanding of Financial Accounting, Controlling, Group Consolidation workflows, and Month-End Close processes.
- Process & ITSM: Practical familiarity with ITIL / Service Desk principles (Incident Management, SLA tracking, Change Management, Ticketing tools like Jira/ServiceNow/BMC Helix).
- Soft Skills: Strong analytical problem-solving skills, stakeholder communication, and a genuine passion for continuous learning and peer mentoring.
- Communication: C1/C2 professional fluency in written and spoken English, paired with an assertive, confident, and persuasive communication style suitable for business and technical stakeholders.
Preferred / Nice-to-Have Skills
- Experience building automated reports or SQL queries to track service desk metrics.
- Basic experience with scripting (Python, PowerShell, TM1 Calculation Rules and Turbo Integrator scripts) or ETL processes.
- Background in mentoring junior analysts or graduates within an IT or Finance environment.
BE Computer Science/MCA or any other Bachelor’s degree with the right experience
