Support Analyst

"At

Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home.

This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade – wherever they are in the world.

With a unique depth of knowledge and experience in ERP/Saa S solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises.

Klipboard has offices in the UK, Ireland, The Netherlands, South Africa, Kenya and North America.

Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively.

Klipboard is a global, growing business that embraces AI and emerging technologies to enhance customer outcomes, collaboration, and continuous improvement.

We’re looking for people who are curious about or fluid with AI, open to change, and excited to learn how technology can improve the way we work and help our customers which is always supported by strong human insight and communication.

This is a great opportunity to gain in-depth knowledge and experience in the complex and exciting Software industry.

We are seeking a Finance support analyst to join our growing Global Support team in our Johannesburg Offices.

As an integral member of the Finance Support team, you will be responsible for assisting customers with queries and problems relating Finance to the KCS application software.

The department also provides the customers with a variety of other services including installation of new software and customer training.

The ideal candidate should ideally have a solid understanding of accounting fundamentals and troubleshooting as this role is essentially assisting the customers with the financial aspects of our software.

Working within an ITIL-aligned service management framework, you will provide application support across the finance modules of the software – including General Ledger, Accounts Payable, Accounts Receivable, bank reconciliations, tax/VAT and period-end processing – managing incidents, service requests and problems through to resolution within agreed SLAs.

Key Responsibilities

• Support customers with problems and queries relating to the Klipboard application software
• Accurately resolve problems using investigative and analytical skills
• Identify and replicate problems that require a software change by Development
• Work as part of the Support team
• Work with other departments to provide solutions to the customer
• Pro-actively taking ownership of a wide variety of calls and problems
• Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement
• Managing, prioritising and progressing their adopted calls, in particular
• Using the call logging system correctly and ensuring that calls are updated on a regular basis with actions undertaken
• Regularly updating customers regarding the status of their calls
• Effectively handling complaints and call escalation requests form customers
• Identifying calls that are not support calls and dealing with these following the correct procedures, for example after sales calls, chargeable support calls, modification and system change requests
• Continually and pro-actively acquiring and retaining knowledge of KCS products and systems
• Pro-actively using the appropriate tools to gain and share knowledge
• Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
• Alerting Senior Application Support Consultants, Team Leaders and Application Support Manager as necessary regarding any sensitive customer issues
• Following and applying the standard Commercial Software Support Procedures and Practices
• Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with the Application Support Manager
• Undertaking any other projects as required by the Support Manager
• Manage the full lifecycle of incidents, service requests and problems in line with ITIL best practice – logging, categorising, prioritising and resolving calls accurately
• Perform root-cause analysis on recurring incidents and contribute to problem management to prevent repeat issues
• Provide application support across the finance modules of the software, including General Ledger, Accounts Payable, Accounts Receivable, bank reconciliations, VAT/tax and period-end and year-end close routines
• Investigate and resolve financial data-integrity issues, including transaction postings, ledger imbalances and reconciliation discrepancies
• Assist customers with financial reporting queries, month-end and year-end processing and the configuration of financial parameters within the application
• Escalate incidents in line with defined escalation paths and prioritisation matrices, keeping customers and internal stakeholders informed throughout
• Contribute to the knowledge base by documenting solutions, workarounds and known errors to enable faster resolution and customer self-service

Skills, Knowledge and Experience

Essential

• Finance Analysts will have a good general knowledge of accounting principles to trial balance level
• Finance Analyst should ideally have an Accounting or Business Studies qualification, for example Degree
• Excellent written and verbal communication skills
• Microsoft Office skills with in-depth Excel knowledge
• Understanding of ITIL service management principles – incident, problem, change and service request management
• Confident troubleshooting and analytical skills for investigating financial application issues
• Working individually and as part of a team towards the aims and objectives of the company as a whole.
• To fulfil Departmental requirements in terms of administrative tasks, and to conform to Departmental policies and procedures.
• Maintain ongoing working co-operation with managers and staff within the department and the wider workplace.

Desirable

• Understanding of standard business practises and Finance procedures as well as ERP systems
• Experience in a software support environment or similar
• ITIL Foundation certification (or willingness to work towards it)
• Experience using a call-logging / ITSM tool (Service Now or similar)

Person Specification

• Be able to investigate unfamiliar problems and generate an effective solution in a systematic and logical manner
• Have excellent customer care and strong interpersonal skills
• Project a professional image
• Be adaptable and work as an effective member of a team
• Be organised and manage own workload efficiently
• Maintain a professional standard of communication at all levels
• Work conscientiously and use initiative
• Be calm under pressure and manage stressful situations
• Adopt a positive, pro-active approach to work

Special Conditions

• This role may require travel; therefore a valid driver’s licence is desirable
• Support analysts are required to work 3 standard shifts with an hour unpaid lunch break
• Place of Work – Tankersley, Barnsley
• Hours of Work – Rota is in operation (08:00- 16:30, 08:30 to 17:00, 09:30 to 18:00)
• Company Info

You may also have seen from our recent posts that we are excited to begin sharing our new company name – Klipboard.

Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management.

We have offices based across the world and we are looking for talented individuals to join our growing teams.

Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter!

At Klipboard we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home.

This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

Equal Opportunities

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences.

We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture.

We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.

If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.

Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement.

However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don’t meet every criterion.

If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!

To all recruitment agencies: Klipboard does not accept agency speculative resumes.

At present we only accept CV’s from Agencies on our PSL who have been assigned specific position/s.

Please do not forward resumes to our careers site or direct to Klipboard employee as this does not constitute an introduction and Klipboard retrospectively will not be liable for any candidate ownership or fees related to unsolicited resumes.

#LI-Hybrid