System Analyst (SAP Concur)

We are seeking a motivated and skilled System Analyst to provide comprehensive support for SAP Concur and the SAP Accounting System. This position will be responsible for handling support requests across all levels (L1 to L3) for SAP Concur and providing necessary L1 and L2 support for the SAP accounting system. The ideal candidate will have strong technical and functional knowledge of SAP Concur, 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.

SAP Accounting System Support (L1 & L2):

• Provide L1 and L2 support for the SAP accounting system, including troubleshooting financial transactions, reporting, and system errors.
• Assist users with basic accounting functionality within SAP (e.g., journal entries, accounts payable/receivable, general ledger).
• Investigate and resolve system errors related to the integration of SAP Concur with the SAP accounting system.
• Provide assistance with month-end or year-end closing processes, ensuring that the integration between SAP Concur and SAP accounting works smoothly.

General Responsibilities:

• Collaborate with business users, IT teams, and other stakeholders to understand system requirements and improve system functionality.
• 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.

Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.

Experience:

• Minimum of 3 years of experience providing support for SAP Concur and/or SAP accounting systems.
• Hands-on experience in supporting users with both SAP Concur and SAP ERP accounting systems (such as SAP S/4HANA or SAP ECC).
• Knowledge of SAP Concur configurations, workflows, and reporting.
• Experience troubleshooting common and complex system issues, as well as root cause analysis.
• Occasional on-call support may be required based on business needs.

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 (e.g., ServiceNow, JIRA).
• Basic knowledge of accounting principles and SAP financial processes.
• Ability to create and maintain technical documentation and knowledge bases.
• 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.

Certifications (Preferred):

• SAP Concur certification or training.
• SAP ERP certifications or relevant experience in SAP financial systems.