Exception Resolution Service Analyst

Position Overview: 

The Exception Resolution Service (ERS) encompasses various managed-service offerings which engage Oversight Systems personnel expert on the use of the Insights on Demand (IOD) product suite. These ERS Analysts act on behalf of customers to research, review and resolve select Exceptions generated within IOD. ERS Analysts investigate the validity and merits of an Exception, leveraging information from IOD and within client source-systems. ERS Analysts frequently communicate directly with customer employees via the IOD email facility and escalate questions or concerns to appropriate customer personnel for guidance and follow-up. In addition, ERS Analysts prepare and conduct monthly ERS Results presentations with customers to share results, lessons learned and to offer guidance and best practices to continuously improve customer outcomes.

Key Responsibilities

• Learn the features, functions and uses of Oversight’s Insights on Demand product suite

• Leverage the capabilities of IOD to research, review and resolve select Exceptions on behalf of customers

• Communicate directly with customer employees via the IOD email facility

• Escalate questions, complex circumstances, and concerns to appropriate customer personnel for follow-up

• Prepare and conduct monthly ERS Results presentations to share results, lessons learned and to offer guidance and best practices to customers

• Support and assist the Sales organization with Trial and Proof-of-Concept data analysis when requested

• Track billable and non-billable time and expenses

• Perform other related duties as assigned

• Make suggestions to continuously improve the ERS process, techniques, tools and customer outcomes

• Keep up-to-date with changes to company products, tools and processes

• Cultivate and foster client relationships

This role is for you if you can demonstrate the following:

• Exceptional verbal and written communication capabilities, including the ability to effectively communicate with both business/functional and highly technical individuals

• Effective problem-solving capabilities

• Solid “techno-functional” ability to work hands-on with technology and demonstrate our product, as well as understand and communicate business objectives

• Ability to adjust approach and communication style based on personalities and goals of customers/stakeholders

• Ability to present effectively, command attention, explain proposed solutions, and answer detailed questions from across the spectrum

Required Skills

• Experience in a professional or office environment strongly preferred

• Microsoft Suite (Excel, Word, PowerPoint, Outlook, MS Project, and Visio.) experience preferred

• Experience in auditing, financial data analysis or data analytics as a practitioner, or with a complementary or competitive products and services is a plus

• Experience with popular T&E, Financial and ERP systems a plus

Candidate Characteristics

• Candidate must have strong communication, presentation, interpersonal and consultative skills

• Candidate must be a self-starter able to work in a multi-tasked, fast-paced environment

• Candidate must be able to work independently with normal supervision

• Candidate must be organized and analytical, with the ability to eliminate obstacles through creative and adaptive approaches

• Candidate must be fully committed to conducting business with the utmost integrity and in full compliance with policies, procedures and legal requirements

Interested and qualified candidates should submit a resume with salary requirements to recruiter@oversightsystems.com.

About Oversight

Oversight is the world’s leading provider of AI-based spend management and risk mitigation solutions for large enterprises. Based in Atlanta, GA, Oversight works with many of the world’s most innovative companies and government agencies to digitally transform their spend audit and financial control processes.

Oversight’s AI-powered platform works across our customers’ financial systems to continuously monitor and analyze all spend transactions for fraud, waste, and misuse. With a consolidated, consistent view of risk across their enterprise, customers can prevent financial loss and optimize spend while strengthening the controls that improve compliance. Learn More.

Oversight is an equal opportunity employer.

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