Concur GSS Associate Integration Analyst in Philippines

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GSS Associate Integration Analyst

Job ID #: 15133

Location: Philippines

Functional Area: Customer Support

Department: Global Services-Global Operating Center Manila

Position Type: International Full Time

Education Required: Not Indicated

Experience Required: Not Indicated

Relocation Provided:

Position Description

Job Overview:

  • The GSS Integration Analyst Migration resource is primarily responsible for the migration and support of client’s using Concur’s configurable system integration solutions. These analysts are responsible for working with Concur clients who are supporting Concur’s flagship market offerings, Concur Expense and/or Concur Expense Pay. They will provide first level support to client administrators.These analysts will be supporting a key Concur initiative, the Pay Migration Program. This team will manage the migration of several thousand Expense Pay clients to Expense Pay Global (EPG). Each client will need to go through a conversion process in order to complete the upgrade. Walking the client through the conversion process and ensuring a smooth, successful transition is the chief responsibility for this team of Integration Analysts.Each Analyst is responsible for managing several migrations simultaneously. These migrations will require hands on troubleshooting and client interaction either through phone or email. In time, there will be additional opportunity for the analyst to expand and learn new skills and to take on new roles and responsibilities and further their career development within Concur. Responsibilities:

  • Manage and monitor CRM Tools for incoming implementation engagements.

  • Manage communications of the client (internal and external) with regard to deliverables, timeframes, change control etc. by understanding their prioritization.

  • Ensure completion of deliverables and ensuring creative and technical success.

  • Liaise with Concur internal resources to ensure understanding and clear communications

  • Follow standard escalation processes to ensure timely resolution to cases happens

  • Adhere to Concur SOP’s to transition customers from implementation to production support.

  • Develop and maintain technical product knowledge

  • Develop and maintain knowledge of Concur’s Support practices and methodologies

  • Provide contributions to Concur’s support methodology and document library which includes development of new documents/processes as well as updates to existing documents/processes

  • Represent the Department on cross-functional teams

  • Be aware of, and comply with, all corporate policies. Position Requirements Education, Experience & Training required:

  • 1-3 years supporting SaaS or enterprise software solutions

  • Aptitude to learn new processes and technologies

  • Positive attitude, energetic personality, ability to work well with clients and other Concur team members

  • Mental stamina to juggle multiple tasks simultaneously

  • Team player

  • Desire to embrace challenges and provide great customer service

  • BA/BS or equivalent experience

  • Experience with supporting SaaS solutions

  • Experience in a client-facing support role

  • Experience with one or more of the accounting packages listed above in the job description

  • Experience with basic accounting terminology and practical application (journal vouchers)

  • Creative solution development

  • Excellent communication and presentation skills

  • Analysis and troubleshooting skills

  • Knowledge of software support life cycle and testing practices Value Competencies:

  • Communication

  • Decisiveness/Judgment

  • Time management

  • Partnering

  • Personal Professional Effectiveness

  • Ability to manage multiple tasks at the same time

  • Displays passion for & responsibility to the customer

  • Hires, develops & rewards great people

  • Displays leadership through innovation in everything you do

  • Displays a passion for what you do and a drive to improve

  • Displays a relentless commitment to win

  • Displays personal & corporate integrity