Advanced Associate

Job description

Job Summary:
·  The role encompasses providing Level 2 functional and technical application support to local country support center’s around the world ( Level 2 (L2) support team will be responsible for the resolution of technical, functional and operational issues, which exceed the capabilities of Level-1 support personnel)
·  Being L2 support analysts, he/she should be responsible for analysing ,Logically diagnose and resolve basic to intermediate issues related to SAP Concur/Fiori applications.
·  Plan and prioritize day-to-day activities and the aptitude to process a variety of detailed and time-sensitive information while managing multiple tasks.
·  Maintain accurate, high-quality and Create Knowledge articles to document all steps and activities undertaken to resolve the issues/questions.
·  Individual should have strong T&E (Time and Expense) process knowledge and participates on regular meetings with Product and technical team to discuss on the product functionality or issues
·  Communicating issues and work with internal groups to resolve urgent basis or escalated issues when needed.
·  Maintain working knowledge of new releases
·  Member participates in all aspects of Mercury (SAP) support process (testing, deployment, Working Communities, and ongoing support)
·  Supervisors/Managers participates in Operations, and other regular meetings with Product, Development, and Operations leadership
·  Team is comprised of individual teams which are organized by function based on the application/product supported (Accounting/Client Maintenance, Billing/T&E,
·  Three shifts cover 24 hours, 5 ½ days per week

Essential Functions of the Job:
Client Responsibilities
·  Support services associate provides guidance , assistance, co ordination and follow-up on client questions or problems
·  Under minimal supervision, respond to customers inquiries that come into the MST via the Service now case management system as well as customer issues reported via the telephone that concern application support requests, system status, and network connectivity.
·  Resolve financial application issues that arise from the firm’s global software applications
·  Work towards the resolution of functional ERP (SAP) related issues as well as potential hardware or connectivity issues that may arise
·  Identify sources and trends of functional and technical issues to help prevent future occurrences that will negatively impact the customer experience
·  Will be one point of contact for Level 2 support for all the Finance related applications

People Responsibilities
·  Contribute ideas/opinions to the team and listen/respond to other team members' views.
·  Demonstrate professionalism, competence and clarity of communication when dealing with the internal and external team
Analytical/Decision Making Responsibilities:
·   Root cause analysis should be provided. Must be able to clearly convey issue resolution to the customer as well as to share this information with other team members by documenting within the knowledge management framework
Knowledge and Skills Requirements:
·  End user experience on SAP.
·  SAP concur knowledge experience is plus
·  Added advantage if has end user experience on SAP functional and reporting modules.
·  Basic understanding of ServiceNow tool to support customer issues
·  Adept at communicating and operating in fast-paced and complex environments of diverse business cultures.

Supervision Responsibilities:

NA

 

Other Requirements:

·  Should be flexible to work in shifts includes night shift
·  Should be flexible to work on weekends if required.

Job Requirements:

Education:

·  B.com, M.com, MBA, C.A. (Inter), ICWA (Inter).
·  B.Sc., M.Sc., B.Tech, B.E., MCA

Experience:

·  2-4 year of end user experience on SAP 

Certification Requirements:

·  SAP / Concur- certification is preferred but not mandatory 

Note:

This job description is intended as a guide to reflect the principal functions of the job.  However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager.  Further, the job description is subject to change at the discretion of management.