Concur Integration Support Analyst in Philippines
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Integration Support Analyst
Job ID #: 16317
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: No
The iPaaS Integration Support Analyst is a highly coveted role within Concur’s quickly expanding iPaaS Services organization. These analysts are responsible for working with Concur clients who are supporting Concur’s flagship market offerings, Concur Expense and/or Concur Invoice. The iPaaS Support Analyst maintains a positive relationship with clients, find and correct issues t o their integration, and then support the appropriate pre-packaged, configurable iPaaS-based integration solution to facilitate data transfer between the Concur systems and the client systems. Common types of data streams include employee profiles, charts-of-accounts, pick-list items, and financial postings in the form of GL journal vouchers, vendor bill / AP invoices, and expense reports.
Each iPaaS Integration Support Analyst is responsible for managing several support cases simultaneously. Cases will require hands on troubleshooting and logic to complete and close. There will be additional responsibilities to proactively prevent cases being opened when possible by reviewing current setups and lessons learned. Employees in this position may perform some or all of the following roles within a project:
Pick and work cases with appropriate CRM tools
Leverage skills with the applicable iPaaS tool(s)
Represent Concur as the first line of communication with clients using phone, email and CRM responses as needed
Utilize technical skills in supporting and troubleshooting connectivity, data transformation, and posting issues
Well-rounded candidates with all of the above skill sets are preferred for this posting.
The following IPAAS tools are currently used by Concur:
Dell Boomi (AtomSphere)
The following third party systems are popular among the Concur customer base:
SAP, SAP By Design, SAP Business One
Microsoft Dynamics GP (Great Plains)
Microsoft Dynamics AX
Microsoft Dynamics NAV (Navision)
Sage (Mas 100/200/500)
(others coming soon)
Support Analysts within the United States and who live within 30 miles of one of the Concur offices will be working from an office. All positions outside the United States will be located in a Concur. This team is on a rapid growth trajectory and there are also opportunities for advancement along a professional career path.
Manage and monitor CRM Tools/alert queues for incoming cases.
Manage and monitor iPaaS tools to proactively handle and resolve issues
Manage communications of the client (internal and external) with regard to deliverables, timeframes, 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.
Education, Experience & Training:
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
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 Dell Boomi or Informatica iPaaS tools
Experience with technical file manipulation / integration
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)
Spanish or second language fluency
Job Specific Specialized Knowledge & Skills:
Creative solution development
Excellent communication and presentation skills
Analysis and troubleshooting skills
Knowledge of software support life cycle and testing practices
Strong computer skills / Microsoft Office knowledge
Critical Performance Competencies:
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
- Equal Opportunity Employer, M/F/D/V.
40+ hours per week will typically be necessary to accomplish performance objectives and to provide satisfactory job presence and/or responsiveness; however, this is not an hourly position and some weeks may require more than 40 hours
Flexibility as to the specific working hours may be required or available
Ability to travel up to 10% may be required when projects dictate