Senior Support Analyst

3 days ago

bangalore, India dentsu Full time

Job Description:The primary purpose of this role is to be part of Business Platforms Bangalore team to manage the support tickets of SAP Concur Expense & Request modules, dentsu's global T&E application.  The day to day activity will consist of dealing with user queries from live markets. Concur Expense is currently live in 24 markets with 28,000 active users & Concur Request launched in dentsu during Q The person will closely work with the Expense & Request implementation team members, Corporate Card Team, Travel Team, Market Admins & other stakeholders to ensure the system is fully optimised and updated.Managing requests/tickets related to SAP Concur Expense/Request on Service NowHandle complex tickets, escalations & ensure to maintain SLA / TATProactively work with market admins to ensure high priority issues are addressed in a timely mannerAssisting markets on masterdata management (mainly: List import & Employee import)Monitoring interfaces between Workday, Concur &D365 (BizTalk & Snaplogic)Knowledge on integrations, APIs & Web ServicesMaintaining allowances, tax & mileage rates on Concur Handling Change Requests raised by existing / live marketsWorking with Deployment team at the time of handoverAssisting markets during hypercare & focus on positive user experienceMaintaining Masterdata accuracy within the system by performing validations / reconciliationsMaintaining internal progress trackers & tracking Concur Monthly ReleasesMonitoring & maintaining Admin Roles & Cognos RolesMaintaining the SAP Concur reporting suiteLiaising with live markets to create ad hoc Cognos reports as & when requiredExperience in creating Cognos reports, adding prompts, filters, grouping, sorting & schedulingProfessional Knowledge/SkillsExperience on Global SAP Concur Expense & Request AdministrationExperience on SAP Concur Cognos - IntelligenceAdvanced understanding of the Expense (T&E) lifecycleB.Com/M.Com/MBA from reputed institute having Minimum of 3-5 years of experience on SAP Concur application3+ years' experience working with SAP ConcurExperience working in a support capacityBeing delivery-focused with a can-do attitudeExperience working in either Finance or Media industries desirable.Analytical and problem-solving skillsExcellent verbal and written communication skillsGood organisation and time management skillsLocation:BangaloreBrand:BcoeTime Type:Full timeContract Type:Permanent

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