JOB SUMMARY

The Technology Support Senior within the National Tax Operations team is responsible for supporting the implementation, maintenance, and enhancement of tax technology tools and processes. This role blends tax technical knowledge with technology support and risk awareness to help drive operational consistency and efficiency across the firm’s tax practice. The individual in this role will partner closely with local and national teams to ensure proper adoption of systems, provide front-line support for tax software platforms, and contribute to process improvement initiatives.

This position requires hands-on experience in tax compliance and reporting, familiarity with key tax software platforms, and the ability to effectively collaborate across functions.

JOB DESCRIPTION

Support & User Assistance:

• Serve as the first point of contact for incoming support tickets related to tax software and associated applications, ensuring timely and professional resolution

• Troubleshoot and resolve user issues involving tax software functionality, data entry, calculations, and report generation

• Provide guidance and step-by-step instructions to users on utilizing tax software programs efficiently and accurately

• Escalate complex technical issues to appropriate internal teams, maintaining clear documentation and follow-up

• Track, prioritize, and manage multiple support requests within a ticketing system to meet service-level agreements (SLAs)

• Document common technical issues, solutions, and best practices to enhance knowledge sharing and reduce recurring inquiries

• Collaborate with IT, training, and tax preparation teams to identify trends in support requests and recommend process or system improvements

• Stay current on tax software updates, new features, and relevant compliance requirements to provide accurate support

• Assist in developing and delivering user training materials or quick reference guides for tax software usage

Reporting & Data Verification:

• Generate and analyze reports to verify that tax software data and program updates have been applied accurately

• Identify and investigate discrepancies or missing information in the system, escalating issues as needed for timely resolution

• Monitor data integrity and completeness within the tax software environment to ensure compliance and operational accuracy

• Collaborate with cross-functional teams to address data gaps and implement corrective actions

Tax Technology Implementation:

• Assist with projects to implement and configure tax software and tools that align with the firm’s and clients’ strategic objectives

• Develop and oversee evaluation processes for selecting new tax technology solutions that enhance efficiency and accuracy

• Manage the integration of tax software with other financial systems, ensuring seamless data flow and alignment with organizational goals

System Management and Optimization:

• Strategically oversee the maintenance and optimization of existing tax software to ensure alignment with firm-wide objectives

• Establish and enforce best practices for tax technology usage, driving consistency and efficiency across the organization

• Identify opportunities for strategic automation and advanced technology solutions to optimize tax workflows

Tax Compliance and Reporting:

• Direct the generation and analysis of tax reports to support high-level compliance and informed strategic decision-making

Data Management and Security:

• Lead efforts to develop secure and strategic data management frameworks to protect tax data integrity

• Establish data management practices that enhance the accuracy and efficiency of tax processes while aligning with firm goals

• Collaborate with IT leadership to implement robust data security strategies and ensure compliance with data protection regulations

Supervisory responsibilities

• N/A

Work environment

• Work is conducted in a professional office environment with minimal distractions

Physical demands

• Prolonged periods of sitting at a desk and performing work in front of a computer screen for long periods of time

• Must be able to lift up to 15 pounds at a time

Travel required

• Some travel may be required

Required education and experience

• High School Diploma or GED or High School equivalent certificate

• 4+ yea