Main responsibilities
- Analyze customer issues related to portals, reports, defects, and enhancements, and coordinate the delivery to ensure that the customer receives an effective solution.
- Analyze technical requirements, including those related to portal functionalities and custom report generation, and facilitate the resolution whether it involves defect fixes, procedural updates, portal configuration, or report customization within the FreeBalance Accountability Suite.
- Learn and understand the clients’ current technical environment, including their portal and reporting infrastructure, and recommend possible modifications to optimize the FreeBalance Accountability Suite for both operational use and reporting purposes.
- Act as the primary technical contact for the client during the deployment of new portal features/functions, modules, and reports, providing 1st and 2nd level support during the post-implementation period.
- Provide 1st and 2nd level support to government clients, using the government’s internal issue tracking system, ensuring SLA compliance while addressing technical issues, portal-related queries, and report customization needs.
- Log and track all issues, including defects, enhancements, portal modifications, and report generation requests, in the FreeBalance Customer Portal, and escalate them for internal action and resolution.
- Develop, customize, and optimize reports based on client needs, using available reporting tools, and ensure the accurate and timely presentation of data.
- Assist with portal configurations and modifications to align with client business needs and ensure seamless user experiences.
- Collaborate with clients and internal teams to ensure that both portal functionalities and reporting solutions meet operational and business requirements.
- Travel as required.
Requirements
- University/College Degree in Computer Science, Systems Engineering, Software Programming, or related field;
- Knowledge of enterprise software systems such as application software and database systems is required at a minimum;
- Knowledge of Business Intelligence, Dashboard and Reporting solutions using open source components such as Pentaho, BootStrap, BIRT and/or Crystal Reports is required;
- Must have experience in ANSI SQL with experience in administering Oracle, MS SQL or Postgress Database, including experience in configuring Tomcat Servlet Engine, JBoss Application server or other industry middleware;
- Experience in Database clustering and performance monitoring would be considered as asset;
- Experience in both MS Windows and Linux operating systems;
- Certification in RDBMS, Cloud Hosting such as AWS/Azure would be considered an asset;
- Excellent client management and organization ability;
- MUST read, write and speak English and Spanish fluently.
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What We Do
FreeBalance is a purpose-led organisation dedicated to improving citizen wellbeing around the world.
Our Public Financial Management (PFM) and GovTech solutions, advisory services and training deliver realistic and impactful public sector reform that enhance transparency, improve effectiveness, restore trust and create innovation breakthrough opportunities. We believe strongly in fiscal transparency and accountability and our products help bring the power of open government to citizens and decision-makers around the world.
With a 35-year track record of success and operations in 27 countries, FreeBalance has unparalleled experience in public finance reform and is a specialized Business-to-Government (B2G) firm.
The FreeBalance team is composed of passionate and inspired people who build solutions that make a difference. With over 30 different nationalities in the team we pride ourselves on our diversity and are deeply committed to building local talent in the countries in which we operate. This diversity of thinking helps us to create solutions relevant to the country context.
