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Support Lead – Concur to act as the key liaison between the various Teams (Delivery, SAP Concur, Environment, Testing & Transition Teams) for the Concur platform. The candidate having a deep understanding of Concur will oversee the service delivery, ensure seamless communication, monitor incidents and service requests, and maintain strong relationships with internal stakeholders, business admins and external vendors to ensure optimal platform performance and service continuity.
Job Description:
KEY ACCOUNTABILITIES:
Incident & Problem Management:
Monitor and track high priority tickets & escalated tickets, provide progress updates to stakeholders & ensure timely resolution within agreed SLAs.
Triage the tickets appropriately and monitor resolution of issues, ensuring that incidents are escalated to the appropriate team (Support, Delivery, SAP Concur) in a timely manner.
Review weekly and monthly dashboards & drive permanent solution.
Act as an escalation point for complex issues, including system performance issues, integration failures, and technical issues.
Perform root cause analysis for recurring issues and work towards implementing long-term solutions.
Cross-Team Coordination:
Serve as the primary point of contact between the support teams and the delivery teams to ensure smooth information flow and timely resolution of issues.
Participate in regular market meetings, release meetings, upgrade meetings, hypercare meetings & transition meetings and trigger relevant communications, ensuring that each group is aligned with the overall goals and objectives.
Quality Assurance:
Work with both the Delivery and Support teams to ensure that new developments, enhancements, and customizations are properly tested before deployment.
Review and ensure that quality standards and best practices are maintained during the lifecycle of each project.
Stakeholder Engagement & Performance Reporting:
Facilitate region-wise meetings to review expectations, priorities and timelines for service assurance.
Maintain strong relationships with key stakeholders within the organization, ensuring that the needs of the business are met.
Provide regular reports to senior management on service performance, including incident resolution, issue trends, and any improvements or challenges.
Vendor Relationship Management:
Build and maintain strong relationships with the vendor support team, ensuring they are responsive and aligned with the needs of the business.
Facilitate governance meetings to review service performance.
Continuous Improvement:
Proactively identify areas for improvement in service assurance and collaborate with both the vendor and delivery teams to implement improvements.
Share feedback and best practices between the vendor and internal teams to enhance the overall performance of Concur platform.
Continuously evaluate existing processes and workflows within the team and identify opportunities for improvements to increase efficiency and streamline operations.
Documentation, Knowledge Management & Training:
Deliver regular status reports to management on ongoing incidents, avoidable tickets and performance metrics.
Regular review of technical documentations, including knowledge base articles, to ensure accurate and efficient support.
Facilitate knowledge sharing sessions between support teams end users.
QUALIFICATION:
Overall, 7-9 years of experience in Concur support Bachelor's degree in Commerce, Information Technology, Computer Science, Business, or related field.
KNOWLEDGE & SKILLS:
Mandatory skills and experience Strong understanding & proven experience in Concur Support. Experience managing relationships with third-party vendors and coordinating between external teams and internal teams. Strong communication skills, with the ability to translate technical concepts to non-technical stakeholders. Experience with incident management, change management, and problem resolution. Desired skills and experience Certification in Concur Expense. Familiarity with integration points, middleware (Biztalk / Snaplogic) customizations, and data migration strategies. Familiarity with ServiceNow. Knowledge of Cognos Reporting.
PERSONAL JOB ATTRIBUTES/CAPABILITIES:
Flexible to work in shifts with Bangalore as a preferred work location. Excellent interpersonal and relationship-building skills. Self-motivated with a strong sense of ownership and accountability. Demonstrated ability to work cross-functionally and across diverse teams. Problem-solving, Analytical thinking, good communication & collaboration.
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