System Analyst

**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.
- 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.

**Requirements**:
**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.