97089 Requisition #



This is a continuous employment position. In addition, this position is for hybrid work and for full-time remote work from any location in the U.S., with periodic visits to campus once travel restrictions are lifted.


Job Summary

The Financial Support Center (FSC) is a help desk within Financial Management Services (FMS) which assists Stanford University faculty and staff in performing financial tasks accurately, efficiently and within policy. Our vision transforms the role of customer service from simple resolution of financial problems to proactive guidance and root cause solutions to business problems. This is driven by intelligent perception from professional front line Specialists who can handle challenging customer contacts and understand the principles of continuous business process improvement.



The FSC Support Analyst will provide excellent professional customer service by responding to incoming phone and web portal support requests, and offers solutions based on a thorough understanding of university policies, processes, systems and best practices. The Support Analyst will also troubleshoot and resolve more complex support requests that require data analysis and/or collaboration with other Data Analysts in FMS and other external Stanford departments. The FSC Support Analyst is responsible for creating reports and dashboards and providing data analysis in support of FMS projects, initiatives, and operational reports.



  • Provide frontline support communication with campus clients for their financial transaction needs.
  • Develop and maintain expertise across a range of subject areas, gaining sufficient familiarity with the associated administrative processes to be able to process client requests accurately and efficiently.
  • Understand, apply, and ensure compliance with complex internal policies and external regulations which may require interpretation.
  • Manage a high volume of incoming calls and support requests with the highest level of customer service.
  • Collaborate with other financial departments as necessary to provide appropriate solutions and alternatives for clients.
  • Follow Through and Follow Up with clients on pending requests.
  • Educate clients regarding financial policies and procedures.
  • Create detailed records of client interactions in ServiceNow ticketing system.
  • Contribute to the development and maintenance of desktop procedures and process documentation by identifying, documenting and reporting deficient processes, pain points and trends.
  • Perform moderately complex finance functions, including structured analysis; data mining; identification and investigation of discrepancies and exceptions.
  • Apply ingenuity and creativity to problem analysis and resolution, and recognize
  • Develop and maintain reports/dashboard using ServiceNow and Cisco data
  • Analyze data and provide data sets to users for analysis.


* - Other duties may also be assigned.


To be successful in this position you will bring:


Education & Experience:

Bachelor’s degree and two years of relevant experience or combination of education and relevant experience.


Knowledge, Skills and Abilities:

  • Demonstrated communication skills, including the ability to clearly and effectively communicate compliant and efficient responses to clients.
  • A proven ability to apply knowledge to analyze and interpret business policies.
  • Attention to detail, accuracy, and the ability to prioritize multiple tasks to meet customer service response standards.
  • Proficiency in business applications, such as Oracle and Microsoft Office suite.
  • User knowledge and demonstrated experience with financial systems.
  • Understanding of basic accounting concepts and ability to apply them appropriately.
  • Proven problem solving and analytical thinking to approach problems logically.


The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.


Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.


Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

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