Provide L1-L3 support for SAP Concur (Request, Expense, Travel), troubleshoot and resolve configuration and integration issues, perform root cause analysis, support upgrades/patches and testing, document resolutions, create knowledge base and training materials, and collaborate with Finance, HR, and IT stakeholders to improve system performance.
About ESR
ESR is a leading Asia-Pacific real asset owner and manager focused on logistics real estate, data centres, and energy infrastructure that power the digital economy and supply chain for investors, customers, and communities. Through our fully integrated real asset fund management and development platform, we strive to create value and growth opportunities for our global portfolio of investors. We offer our customers modern space solutions to realise their ambitions across Australia and New Zealand, Japan, South Korea, Greater China, Southeast Asia, and India, including a presence in Europe.
We are seeking a motivated and skilled System Analyst to provide comprehensive support for SAP Concur. This position will be responsible for handling support requests across all levels (L1 to L3) for SAP Concur. The ideal candidate will have strong technical and functional knowledge of SAP Concur (Request, Expense, and Travel Modules), excellent problem-solving abilities, and the ability to work collaboratively with different teams to ensure smooth and efficient operations.
Key Responsibilities include but not limit to:
SAP Concur Support (L1 to L3):
- Level 1 Support (L1):
- Respond to basic user inquiries and troubleshoot common SAP Concur issues (e.g., login problems, expense report submission issues, mobile app problems).
- Assist users with basic functionality and navigation within SAP Concur.
- Document incidents, issues, and resolutions in the ticketing system for tracking purposes.
- Level 2 Support (L2):
- Provide more detailed support, including investigating complex issues such as approval workflows, integration issues, and reporting discrepancies.
- Identify and resolve system configuration issues, troubleshoot error messages, and escalate to Level 3 when necessary.
- Collaborate with other departments (e.g., Finance, HR) to resolve business process-related issues.
- Level 3 Support (L3):
- Perform root cause analysis on complex technical issues, and work closely with SAP Concur technical teams to resolve.
- Assist in system upgrades, patches, and application testing to ensure system integrity.
- Act as a liaison between business users and SAP Concur technical teams for high-priority issues.
- Document resolutions and contribute to creating knowledge base articles and training materials.
General Responsibilities:
- Collaborate with business users, IT teams, and other stakeholders to understand system requirements and improve system functionality for SAP Concur (Request, Expense, and Travel Modules, including external integrations).
- Participate in system upgrades, patches, and testing as needed.
- Ensure timely resolution of support tickets and maintain high levels of customer satisfaction.
- Contribute to the development and documentation of system support processes, guides, and training materials.
- Proactively identify areas for improvement and recommend solutions to enhance system performance, especially in the area of AI and digitalization.
Requirements
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Experience:
- Minimum of 3 years of hands-on experience providing support for SAP Concur (Request, Expense, and Travel Modules)
- Deep knowledge of SAP Concur configurations, workflows, and reporting.
- Experience troubleshooting common and complex system issues, as well as root cause analysis.
- Skills:
- Strong problem-solving and troubleshooting skills.
- Excellent verbal and written communication skills.
- Ability to work independently and manage multiple support cases simultaneously.
- Experience with support ticketing systems.
- Basic knowledge of accounting principles and financial processes.
- Ability to create and maintain technical documentation and knowledge bases.
- Certifications (Preferred):
- SAP Concur certification or training.
Soft Skills:
- Strong attention to detail and organizational skills.
- Ability to collaborate effectively with cross-functional teams and business stakeholders.
- Proactive attitude toward learning new systems and troubleshooting techniques.
- Customer-focused mindset with a commitment to providing excellent user support.
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