Job description

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.

Position Overview: Job Purpose

The Support Analyst Level 3 provides superior technical assistance and support for Oversight’s products and services. Key responsibilities include acting as a counselor, guide, and product master to address customer concerns and guide configuration changes.

Additional Responsibilities

Serve as the escalation point for data processing and analytics issues.
Act as the technical liaison between customers, Engineering, and Data Analytics.
Mentor Support Analysts (Level 1 and Level 2).
Provide technical feedback on team-designed solutions.
Maintain customer satisfaction by resolving problems within SLA requirements.
Work weekends as part of a shift assignment or on-call rotation.
Identify, diagnose, and troubleshoot complex issues involving SQL, Shell Scripts, proprietary data processes, and Java applications.
Resolve data processing interruptions preventing end-user access.
Communicate effectively and maintain positive relationships with all customers.
Collaborate with cross-functional teams for seamless system integration.
Ensure prompt action on tickets by documenting and identifying automation opportunities.
Continuously improve processes, techniques, tools, and customer outcomes.
Stay updated on changes to company products, tools, and processes

Qualifications

Experience with cloud technologies such as AWS, Databricks and Snowflake is a strong plus.
3 – 5 years of hands-on SQL Operations experience.
3 – 5 years of hands-on Unix Operations experience.
3 – 5 years of hands-on Application-Level Support.
Bachelor’s degree in Computer Science or related field preferred.
Experience with SolarWinds, Stonebranch, Dynatrace or similar tools is a plus
Experience working with data automation tools.
Experience with popular T&E or financial systems is a plus.
Good interpersonal and presentation skills.

Skills

Candidate must have strong written and verbal communication, interpersonal and troubleshooting skills.
Candidate must be a self-starter able to work in a multi-tasked, fast-paced environment.
Candidate just be able to work effectively in a team environment as well as independently.
Candidate must be organized and analytical, with the ability to eliminate obstacles through creative and adaptive approaches.
Candidate must be flexible to work weekend support shifts on a rotational basis.
Candidate must be fully committed to conducting business with the utmost integrity and in full compliance with policies, procedures, and legal requirements.
Candidate must have experience with SQL and stored procedures.
Candidate must have basic knowledge of Advanced SQL functionality including (but not limited to) indexes, table joins, subqueries, unions, analytic functions, etc.