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

Location : Bangalore

Brand : Bcoe

Time Type : Full time

Contract Type : Permanent

Skills Required

D365, Apis, Biztalk, Snaplogic, Cognos, Workday, Service Now, Web Services