Sap Concur Travel

Description:

Responsibilities (L1):FG

1. Act a single point for contact for all the ticket/incidents related to VMO
2. Ability to analyze issues, perform root cause analysis and solve them
3. Coordinate with L2 and VMO team to handover the analysis/report of the issues raised
4. Regular monitoring and responds to the tickets within given SLA based on priority
5. Escalate more complex issues to L2 support teams if they cannot be resolved at the L1 level
6. Keep end users informed about the status and progress of their incidents or requests through regular updates
7. Maintain detailed records of incidents and solutions to build a knowledge base for future reference
8. Conduct trainings for end-users if needed and prepare / manage training documents (doc, ppt, videos, etc.)
9. Standard Operating Procedures (SOPs): Ensure all actions taken are in accordance with predefined SOPs to maintain consistency and quality of support

Responsibilities (L1): Concur Travel

1. Responsible for the configuration of parameters and settings within SAP Concur Travel, Expense and Invoice modules
2. Excellent communication and presentation skills

3. Provide technical support for SAP Concur travel via email and ticketing systems
4. Diagnose and resolve Level 1 technical issues
5. Document issues, resolutions and escalate critical problems to higher support levels as needed
6. Collaborate with other support team members to improve service quality
7. This is a support role to work in client ecosystem and help clients in resolving any Concur related issues and help them implement/ integrate systems where required
8. Experience working with multi-tiered ticket handling/resolution systems
9. Demonstrated ability to prioritize and manage workflow to meet deadlines
10. Effective verbal and written communication skills

Responsibilities: BI
1. Data collection
2. Data storage
3. Data analysis
4. Data reporting
5. Data querying
6. Data visualization and dashboards