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Senior Support Analyst
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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 Q3 2024. 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:
PermanentSimilar jobs
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