IPC ESaaS

Key Responsibilities

• Triage, diagnose and resolve Financials incidents and service requests within agreed guardrails, using runbooks and the known-error database.

• Perform setup and reference-data corrections inside agreed guardrails; fulfil standard service requests.

• Triage interface failures and replay known-good classes for Financials-owned seams.

• Escalate to the L3 Module Lead within 30 minutes on P1 events, or wherever resolution falls outside L2 guardrails.

• Classify every ticket with priority, request type and resolution category to support the Ticket Classification Completeness KPI.

• Support close-cycle standups and payment/payroll-cycle monitoring during period-end windows.

Required Skills & Experience

• Core Expertise: General Ledger (GL), Payables (AP), Receivables (AR), Cash Management (CM) and Fixed Assets (FA), with strong hands-on depth in at least three modules and cross-module process understanding.

• Accounting foundation: enterprise and ledger structures, chart of accounts, accounting calendars, currencies, legal entities, business units and Subledger Accounting (SLA).

• Business processes: record-to-report, invoice-to-pay, credit-to-cash, asset lifecycle accounting, bank reconciliation and period close.

• Comfortable working against runbooks, known-error databases, and a structured escalation model.

• Attention to ticket data quality (priority, request type, resolution category) for downstream SLA reporting.

• Quarterly patch analysis and testing

Accountable KPIs / Success Measures

• ≥ 70% of Financials tickets resolved at L2 without escalation.

• ≥ 98% of tickets carrying complete classification data.