Product Support Analyst

- Manage support cases submitted by customers through ServiceNow for the Anael Finance WS product.
- Assess, qualify, and manage each customer case by: Providing customers with appropriate solutions to resolve their issues.
- Reproducing reported issues and, when necessary, escalating cases to the Development team with clear supporting information, while monitoring progress through resolution.
- Redirecting cases to the appropriate department, such as Sales or Consulting, when the request falls outside the scope of Support.

- Meet agreed service commitments, including deadlines and procedures, based on the priority and nature of each case.
- Communicate clearly and professionally, both verbally and in writing, with customers, internal teams, and managers.
- Stay up to date with developments and enhancements related to the Anael Finance WS product.
- Participate in testing activities and review user documentation when new product versions or important PTFs are released.
- Support customers with the implementation of the 2026/2027 electronic invoicing mandate in France and the broader European rollout through 2030 (ViDA).

A Typical Day in the Life Includes:

- Resolve customer incidents and provide timely, effective support.
- Document and manage customer cases accurately in ServiceNow.
- Proactively keep customers informed about the progress of their issue resolution.
- Test and reproduce issues reported by customers and/or consultants within internal environments.
- Enhance the Anael Finance knowledge base by creating useful articles and documentation for customers and consultants.
- Perform additional monitoring, testing, and troubleshooting activities, including remote support through tools such as Microsoft Teams and Zoom.
- Collaborate with the Development team, when necessary, to resolve complex customer cases and provide all relevant information required for investigation.
- Manage customer communication regarding product developments and related updates.

Basic Qualifications:

- Advanced degree in Accounting, Business Management, or a related field.
- At least 5 years of experience as a Support Analyst, Consultant, or experienced user within the accounting field.
- Solid knowledge of the Anael Finance WS product is a significant plus.
- 5–6 years of functional accounting experience, with knowledge of current legislation and key accounting processes, including: Electronic invoicing, including the Electronic Invoicing Law 2026.
- General and analytical accounting.
- Third-party accounting, including purchase journals, sales, customer collections, and supplier payments.
- Accounting reporting, including general and auxiliary ledgers and balances.
- Fixed assets, VAT, DAS2, and Intrastat declarations (DEB and DES).
- Banking processes, including bank reconciliations.
- Monthly accounting processes, including deferrals and provisions.
- Annual accounting processes, including accounting closing and FEC generation.

- Strong customer orientation and communication skills.
- Excellent written and verbal communication skills.
- Strong ability to explain concepts clearly and effectively to customers and colleagues.
- Ability to adapt effectively to changing and demanding environments.
- Comfortable working with modern web and desktop technologies, as well as collaborative tools such as ServiceNow, Jira, and Wiki platforms.
- Proven ability to work effectively within a multicultural team, with a good level of written and reading proficiency in English.

Preferred Qualifications:

- Knowledge of business partner solutions such as Yooz and E-Finance.
- Technical knowledge of SQL and Microsoft technologies is an advantage, although this is primarily a functional role.