Connector Support Specialist III (Finance)

Job Description:

JOB SUMMARY:

The SAP Connector Support Specialist is responsible for providing interface maintenance and integration support of varied ERP interfaces. This role will interact with customers and development partners to ensure that high quality deliverables are implemented. This candidate is considered a lead subject matter expert on the connector support team and accountable for achieving Vertex quality metrics for providing a superior level of customer support/satisfaction and training. This role will ensure that internal and external processes and procedures are developed in support of these efforts.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Provide a high level of proficiency in transaction flows from source system (ERP, eComm, CRM) to transmission files (XML or JSON)
• Strong knowledge in supported transmission types (XML, JSON) and record types within each transmission (Address Validation, Quotation Requests, Invoice Request, Accruals, and Purchases,) and processing tools such as SoapUI and Postman.
• Perform root cause analysis and resolution related issues
• Assist in the development and improvement of support procedures to ensure a positive customer experience
• Responsibility for providing regular communication to the stakeholders on the status of customer related issues and/or projects using issue management system.
• Logging defect/enhancement tickets as needed using the JIRA tracking system
• Achievement of Vertex quality and satisfaction metrics for implementation and ongoing customer support activities
• Participation in daily/weekly triage and production support meetings
• Facilitate resolution of customers' issues by logging and verifying bugs/enhancements; updating our customers on problem resolution status; working with development to explain reported verified problem resolution; assisting in testing problem resolution fixes.
• Facilitate interface problem resolution and escalation process
• Provide guidance and requirements to 3rd party development partners, Solution Managers, Support Representatives and internal development resources so to keep methodologies for developing interfaces to targeted applications efficient and effective.
• Assist in gathering and documenting requirements from customers as they request new functionality and enhancements to Vertex applications.
• Lead development and documentation of internal processes/procedures, training material; create knowledge content for the customer Help Center.
• Maintain a working knowledge of SAP releases and changes to any ERP functionality. Understanding the ERP marketplace and customer use of ERP modules.
• Establish strong communication channels with all Vertex departments supporting the alliances effort.
• Lead or participate in other projects or duties as assigned. Occasional travel may be required.
• Must be available for emergency on-call situations as they arise.

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong technical and functional knowledge and experience in working with SAP ECC (FI, MM, SD and CRM) application.
• SAP CRM and SRM experience a plus
• Familiar with SAP Roadmap and emerging technologies a plus
• Working knowledge of Sales and Use Tax integration to SAP a plus.
• Experience with SAP workflow is an advantage.
• Expert knowledge in supported transmission types (XML, Rest Json) and record types within each transmission (Address Validation, Quotation Requests, Invoice Request, Accruals, and Purchases,) and processing tools such as SoapUI and Postman.
• Firm understanding of log retrieval (customer site logs by connector).
• Ability to support customers in a multi-connector environment.
• ERP's, EComm, and CRM solutions as it relates to tax calculation for purchases and sales in the territories that Vertex supports (US, Canada, VAT).
• Firm knowledge of the use of adjustment and the process for using them.
• In-depth understanding of vendor interface development environments and processes
• Visibility and Awareness to the financial transactions that have a transaction tax consequence.
• Knowledge of platforms, operating systems, database management and/or web authoring tools.
• Knowledge of defect tracking systems, support development tools and practices.
• Basic programming skills in at least one language a plus; preferably SQL
• Knowledge of environmental variables and compilation commands.
• Fundamental understanding of customer's use of our products.
• Intermediate Microsoft Word and Excel skills.
• Ability to manage and meet internal/external customer's expectations.
• The ability to deliver basic presentations and answer complex product and tax questions with confidence and poise.
• The ability to solve problems quickly and foster open communications during presentations.
• Excellent listening skills; meets commitments on time; can compromise when necessary; effectively participates in project teams, work groups and meetings.
• Can create project plans that include specific time frame, resource requirements and accountability for each task.
• Excellent oral and written communication skills and interpersonal skills.
• Must be detailed oriented, a team player, and have strong organizational skills.
• Must be able to operate under minimum supervision, make quick decisions and use independent judgment to resolve ERP integration issues.
• Strong diplomacy skills are required.
• Ability to maintain expected attendance at work.
• Ability to manage job-related and personal stress effectively.
• Must manage time and priorities effectively by completing tasks in a timely manner.
• Willingness to work additional time, holidays, and weekends, based on business need.
• Ability to listen and understand information and communicate the same.
• Must possess good organizational skills.
• Must be results oriented, customer focused, and exhibit good interpersonal skills.
• Proficiency in Microsoft office packages.

EDUCATION, TRAINING:

• Four-year degree in Business or Computer Science or equivalent education and experience
• Six (6) years plus of experience with vendor interface development environments and processes
• Prior sales & use tax experience strongly desired.
• Experience successfully servicing medium complex client accounts.
• Applicable ERP certifications a plus
• Formal Project Management Training preferred.
• Or equivalent combination of education and/or experiencePrevious experience of enterprise software application in a tax process and consulting services/technology role preferred.
• Prior sales & use tax experience strongly desired.
• Experience successfully servicing medium complex client account

REQUIRED FOUNDATIONAL COMPETENCIES:

• Builds Relationships: Fosters open dialogue and obtains shared commitment to proposals; shared ideas and information to promote mutual understanding, respect, and effective decision-making.
• Drives for Results: Acts to create opportunities for Vertex or to avoid future problems; has the courage to act with incomplete information rather than simply thinking about it; maintains a focused commitment to achieving enterprise objectives.
• Knows the Business: Understands and applies knowledge of Vertex's business and processes to accomplish goals.
• Anticipates Customer Needs (internal and external): Establishes and maintains productive relationships with customers and partners, anticipating their needs.

• Learns Continuously: Expands own knowledge base to enhance performance; seeks development to increase strengths for current and future needs.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.

Pay Transparency Statement:

US Base Salary Range: $75,300.00 - $97,800.00

Base pay offered to new hires may vary based upon factors including relevant industry and job-related skills and experience, geographic location, and business needs.* The range displayed does not encompass the full potential of the role, which allows for further growth and career progression.

In addition, as a part of our total compensation package, this role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grants.

Learn more about Life at Vertex and connect with your recruiter for more details regarding Vertex's compensation and benefit programs.

*In no case will your pay fall below applicable local minimum wage requirements .