Super users are the first line of support when system questions arise. Read how CDTFA super users are helping their department’s end users.
Amber Viduya works as an accounting systems analyst at the California Department of Tax and Fee Administration (CDTFA). A 13-year veteran of state government, Amber is a super user and department liaison who utilizes FI$Cal for a variety of tasks. These include working in accounts payable, accounts receivable, general ledger and most other modules.
“I help users troubleshoot problems or find the right job aid or training course to resolve user issues or answer their questions,” she explains.
Because they have more knowledge and experience than other users, super users usually can head off the need to submit a ticket and solve the issue at the department level. They are the first line of support at their departments to address procedural and “how-to” questions from other end users.
CDTFA has a straightforward policy when users experience issues. It calls for them to check first with their unit’s super user, then go to Amber if their super user cannot assist.