Senior Support Analyst

4 days ago

Bengaluru, Karnataka, India dentsu Full time ₹ 5,00,000 - ₹ 15,00,000 per year

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 Now

  • Handle complex tickets, escalations & ensure to maintain SLA / TAT

  • Proactively work with market admins to ensure high priority issues are addressed in a timely manner

  • Assisting markets on masterdata management (mainly: List import & Employee import)

  • Monitoring interfaces between Workday, Concur &D365 (BizTalk & Snaplogic)

  • Knowledge on integrations, APIs & Web Services

  • Maintaining allowances, tax & mileage rates on Concur 

  • Handling Change Requests raised by existing / live markets

  • Working with Deployment team at the time of handover

  • Assisting markets during hypercare & focus on positive user experience

  • Maintaining Masterdata accuracy within the system by performing validations / reconciliations

  • Maintaining internal progress trackers & tracking Concur Monthly Releases

  • Monitoring & maintaining Admin Roles & Cognos Roles

  • Maintaining the SAP Concur reporting suite

  • Liaising with live markets to create ad hoc Cognos reports as & when required

  • Experience in creating Cognos reports, adding prompts, filters, grouping, sorting & scheduling

Professional Knowledge/Skills

  • Experience on Global SAP Concur Expense & Request Administration

  • Experience on SAP Concur Cognos - Intelligence

  • Advanced understanding of the Expense (T&E) lifecycle

  • B.Com/M.Com/MBA from reputed institute having Minimum of 3-5 years of experience on SAP Concur application

  • 3+ years' experience working with SAP Concur

  • Experience working in a support capacity

  • Being delivery-focused with a can-do attitude

  • Experience working in either Finance or Media industries desirable.

  • Analytical and problem-solving skills

  • Excellent verbal and written communication skills

  • Good organisation and time management skills

Location:

Bangalore

Brand:

Bcoe

Time Type:

Full time

Contract Type:

Permanent

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