Senior Support Analyst

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

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