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Support Analyst
Crowe Horwath
Sherman Oaks, CA, United States
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Job Summary
This role is responsible for the daily support and administration of key tax applications that are used to deliver services to our clients.
RESPONSIBILITIES:
• Perform 2nd and 3rd level support for all tax applications, including but not limited to, OneSource Income Tax, CCH Axcess Tax, CaseWare, CaseView, GoSystem Tax RS, Sage FAS, Crowe Tax Connect and others. This includes performing root cause analysis, handling escalated incidents in a manner consistent with established service level agreements, documenting common resolutions, keeping management apprised of support trends and making recommendations for improvements.
• Perform application administration activities including managing and assisting with the periodic roll outs of software updates and add-ons, conducting application testing, documenting enhancements, and updating system configurations
• Manage and assist in peak season preparations, including annual tax patch releases, testing of year end application updates, and distribution of tax organizers
• Participate in monitoring and problem logging and resolution, and contribute to possible process improvements
• Maintain awareness and understanding of tax tools used by delivery units. Maintain understanding of how these tools are used to deliver services to clients. Maintain tactical relationships with key vendors and Tax (BU representatives) personnel.
• Run and create accurate queries of tax applications upon request.
• Fulfill conversion and new setup requests for various applications including, but not limited to, OneSource Income Tax, CaseWare, CCH Axcess Tax, GoSystem RS, FAS and others.
• Manage (Implement) conversions to Crowe tax software for acquired firms.
• Manage miscellaneous assigned projects.
Company Overview
Your Journey at Crowe Starts Here:
At Crowe, you have the opportunity to deliver innovative solutions to today’s complex business issues. Crowe’s accounting, consulting, and technology personnel are widely recognized for their in-depth expertise and understanding of sophisticated process frameworks and enabling technologies, along with their commitment to delivering measurable results that help clients build business value. Our focus on emerging technology solutions along with our commitment to internal career growth and exceptional client value has resulted in a firm that is routinely recognized as a “Best Place to Work.” We are 75 years strong and still growing. Come grow with us!
Qualifications
• 3+ Years of experience
◦ Plus if experience is in OneSource Income Tax, CCH Axcess Tax, CaseWare, CaseView, GoSystem Tax RS, or Sage FAS
• Demonstrates ability to analyze users and software vendors
• Experience serving as a liaison between internal client users and software vendors
• Ability to communicate effectively
• Ability to work independently with broad direction and little supervision
• Ability to develop strong business relationships
• Working knowledge of Microsoft Windows 10/Office 365
• Familiarity with ServiceNow, Active Directory & Group Policy
• Understanding of eFile diagnostic codes as they relate to tax filings
• Demonstrates openness to new challenges and opportunities
• Experience in tax preparation and support for accounting and tax applications
ABOUT THE TEAM:
Information Services (IS): Information Services manages the firm's infrastructure design and security, project management office, architecture, enterprise application services, client service and infrastructure and administration.