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.