Concur Integration Support Analyst in Philippines

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Integration Support Analyst

Job ID #: 16605

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: No

Position Description

Job Overview:

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)

  • Informatica

The following third party systems are popular among the Concur customer base:

  • SAP, SAP By Design, SAP Business One

  • Oracle

  • PeopleSoft

  • Microsoft Dynamics GP (Great Plains)

  • Microsoft Dynamics AX

  • Microsoft Dynamics NAV (Navision)

  • Sage (Mas 100/200/500)

  • Infor (Lawson)

  • Intacct

  • FinancialForce

  • (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.

Responsibilities:

  • 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.

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

Preferred:

  • 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:

  • Communication

  • Decisiveness/Judgment

  • Time management

  • Partnering

  • Personal Professional Effectiveness

  • Ability to manage multiple tasks at the same time

Value Competencies:

  • 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

EEO:

  • Equal Opportunity Employer, M/F/D/V.

Working hours:

  • 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

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