Financial Systems Support Supervisor

Overview

The Financial Systems Support Supervisor (Supervisor) provides day to day leadership for the team responsible for supporting, maintaining, and optimizing the company’s financial applications. The Supervisor is responsible for taking prioritization as well as business expectations and translating that information into detailed work assignments or commitments. The Supervisor is also responsible for the management of resource capacity, issue resolution, risk assessment, performance management, as well as quality and delivery assurance for their team.

The Supervisor will work to build and maintain an effective systems support team committed to customer and employee satisfaction. While the Supervisor position is defined as a leadership position it is expected that the Supervisor or will directly assist team members with issues and requests.

• Team Leadership & Operations
  • Lead, mentor, and develop a team of financial systems support analysts, fostering a collaborative, high performance culture.
  • Assign daily work, set expectations, monitor progress, and ensure timely completion of support activities across key financial applications (Oracle Financials Cloud, One Stream, Waterfield, Integrify, Concur SAP, Tax applications, Workiva, Active Disclosure, etc.).
  • Provide ongoing coaching, performance feedback, and career development support; oversee onboarding and training for new team members.
  • Ensure team adherence to IT processes, governance frameworks, and operational standards (SDLC, change management, incident/problem management).
  • Partner with the IT Manager on resource planning, workload distribution, and capacity management to ensure adequate coverage and balanced team utilization.
  • Model strong communication, accountability, and service oriented behavior for the team.
• System Support & Issue Resolution
  • Serve as the primary escalation point for complex, high priority, or cross system issues requiring advanced functional or technical expertise.
  • Coordinate issue resolution across internal teams, vendors, and business stakeholders to minimize downtime and maintain system reliability.
  • Oversee the quality and accuracy of support documentation, including runbooks, troubleshooting guides, deployment steps, and operational procedures.
  • Identify recurring issues, drive root cause analysis, and lead the team in implementing long term corrective actions.
  • Manage vendor relationships and ensure vendor supported applications meet performance and service expectations.
• Collaboration & Communication
  • Communicate team performance, risks, and issue status to Finance partners and IT leadership with clarity and consistency.
  • Collaborate with developers, business analysts, architects, and project teams to support requirements gathering, solution design, and system enhancements.
  • Facilitate knowledge sharing within the team and across the broader IT organization.
  • Ensure that staff continue to foster good customer relationships and experiences with the business through good listening skills, anticipation of customer needs, as well as safeguarding customer satisfaction.
• Other duties as assigned.

• Bachelor’s degree in computer science, MIS, Business Administration, or equivalent work experience.
• 5+ years of experience in application support, financial systems support, or related IT operations.
• 2–3 years of experience supervising or leading teams, managing full time employees, contractors, or serving in an equivalent team lead capacity within a support or operations environment
• Specific focus on building, delivering, and maintaining mission critical, 24x7 production systems
• Experience managing vendors, vendor managed software applications, and system administrators of the applications
• Experience supporting one or more of the following financial systems;
  Oracle Financials Cloud, One Stream, Waterfield, Tax applications, Invoicing applications.
• Familiarity with Waterfall and Agile methodologies.
• Working knowledge of ITIL concepts and experience following incident, problem, and change management processes.
• Experience with ticket management system. Service Now experience is a plus.
• Experience presenting…