Senior Specialist, Finance Services

Overview

Support and strengthen Knowledge Base Management within the GBSC Finance Helpdesk, maintaining accurate, accessible and well-governed knowledge content that enables faster resolution, consistent service and self-service options.

What you'll do

• Lead the ongoing review, maintenance and enhancement of GBSC Finance Helpdesk knowledge articles, SOPs, KBAs, FAQs, templates, decision trees, chatbot inputs and process documentation.
• Ensure knowledge content is accurate, clear, searchable, user-friendly and aligned to current process, policy, compliance and control requirements.
• Establish and maintain governance routines for article ownership, review frequency, version control, approvals, retirement and refresh cycles.
• Partner with SMEs and process owners to convert tribal knowledge, recurring issue patterns and process updates into structured knowledge content.
• Support annual and periodic SOP/KBA reviews to maintain documentation completeness, audit readiness and operational consistency.
• Enable frontline Helpdesk teams with reliable knowledge content, standard responses, escalation guidance and troubleshooting steps.
• Identify knowledge gaps based on ticket drivers, reopen trends, quality findings, escalations, aging, repeat inquiries and self-service failure points.
• Collaborate with manager and trainers to embed knowledge usage into onboarding, refresher training, coaching and quality review routines.
• Support standardization of responses and resolution steps across Finance Helpdesk queues.
• Analyze ticket trends, recurring queries, process defects and customer pain points to recommend knowledge improvements, digital workforce use cases and self-service opportunities.
• Partner with operational teams to document process changes, automation impacts, routing updates and control enhancements in a timely manner.
• Contribute to initiatives that improve first contact resolution, reduce ticket rework, prevent avoidable reopens, improve agent productivity and increase case deflection through self-service.
• Support governance reporting by tracking knowledge health, documentation coverage, review completion, usage trends, self-service readiness and improvement actions.
• Support optimization of Helpdesk tools, knowledge repositories, self-service portals, AI/Copilot capabilities, dashboards, workflow solutions and digital workforce channels.
• Partner with technology, data governance and transformation teams to improve knowledge discoverability, article quality, automation readiness, chatbot accuracy and case deflection.
• Assist in validating knowledge content for AI-enabled quality review, chatbot responses, automated ticket routing and digital workforce support.
• Ensure knowledge content is structured and reusable so it can feed self-service options, virtual agents, digital assistants, guided help and future-state service platforms.
• Ensure content standards support a consistent customer experience across channels such as Remedy, Outlook, Teams, SharePoint, self-service portals and digital workforce touchpoints.
• Ensure knowledge documentation supports business controls, audit requirements, data handling standards and process compliance expectations.
• Maintain confidentiality and follow corporate security, data governance and access management requirements when documenting and sharing process information.
• Escalate documentation gaps, outdated guidance or control risks to the appropriate process owner or leadership team.

What you'll need

• Strong understanding of service desk operations, knowledge management, process documentation, digital workforce enablement, self-service content management and operational governance.
• Ability to translate complex process information into clear, concise, searchable and reusable knowledge content that supports both agent-assisted and self-service channels.
• Strong analytical skills with the ability to identify trends, root causes, knowledge gaps, digital enablement opportunities and continuous improvement actions.
• High attention to detail, strong ownership mindset and ability to manage multiple documentation priorities in a fast-paced environment.
• Excellent written and verbal communication skills, with the ability to partner effectively with SMEs, operations teams, technology teams, transformation teams and leadership.
• Proficiency in Microsoft Office tools, SharePoint, ticketing systems, reporting dashboards and digital collaboration platforms.

Nice to have

• Experience supporting Finance operations, shared services or helpdesk environments across areas such as AP, AR, T&E or related functions.
• Experience with AI/Copilot, virtual agents or automation-enabled knowledge solutions.

Details

• Location: Pune, India.