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