Provide technical, business consulting and product expertise to Concur customers enabling comprehensive solution to be delivered to the market. Facilitate technical discussions and white boarding for project integrations and technical solutions.Determine the scope of the implementation technology solution and the resources required to successfully complete onboarding. Identify use cases, roles and other business requirements for each project.Develop/code technology solutions to clients for integrations, product expansions and enhancements. Support clients in customizing Concur solution that would best fit the client’s requirements Produce and manage client-facing documentationClosely work with sales and account management to ensure clients are equipped with necessary knowledge prior deployment.

Provide Soft Skills and Process Training necessary at site and/or account/team level.Coordinate with Leadership team to identify training needs, if any, based on company processes, projects and other factors.Design and Develop Training Module.Deliver training sessions.Analyzing, Planning and conducting training refreshers based on the Training need analysis.Evaluate training effectiveness.Maintain all training recordsCollect data for monthly reports - number of sessions held, training hours

Works as the first point of contact in the delivery centres for Global Client HR Representative: Handles / Creates tickets created in AZ Global Pool Categorizes and prioritizes queries, requests and issues in AZ Global Pool Documents Issues requiring additional technical or functional support and uses management tools (issues/actions, continuous improvement, risk management) to identify improvements or escalate issues needing support and/or awarenessWorks as the first escalation level for NGA Country Tier 1 agent that require support on AZengage Global eWS and Ad Hoc Reporting (Front End Solution (Workday,Euhreka) and SAP back end) AZengage System Functionality Support User Access Management (Front End Solution and SAP back end) Organizational Management (Front End Solution and SAP back end) Mass Upload (LSMW) Responds to information or inquiry requests requiring a significant level of expertise in AZengage Global and Ad Hoc Reporting AZengage System Functionality SupportResponsible for analysis of Payroll Interface Connector File and Organization Management Connector file results on a daily basis.Ensures that all errors for PICOF/OMCF have been captured and reported to country specific HRO.Provides system analysis via user acceptance testing on various HRO scenario.

Single Point of Contact: Works as the first point of contact in the delivery centre for employees or client HR representative Handles and tracks incoming calls, e-mails, faxes Handles / Creates tickets in HR Workspace Categorizes and prioritizes queries, requests and issues Checks on a daily basis the service centre availability/readiness (Network, VPN, HRW, IVR, SAP)First Line Support: Responds to information or enquiry requests that do not require any complex investigation:Responds to basic HR questions Analyses and solves customer’s questions, problems and / or requests Processes inquiries and requests according to agreed procedure, company policy and in line with legislative requirements Builds and maintains information available to employees and HR representatives Provides first line case management services Escalates in depth customer inquiries and requests to the appropriate Subject Matter Expert as needed Produces and supplies on request, reports and statistical information according to the agreed services (SoS). Provides Logical Access Support Services according to the agreed services Processes requests for customer SAP/ESS/MSS/SSW user creation/deletion/password reset Escalates requests directly to AMO

Leads the team towards a profitable production on a daily basis. Conduct training and necessary coaching to agents from training to operations. Provides floor support and received escalated calls.Attends calibration session and facilitates retraining to address quality and operations concerns. Communicates business strategies and results to customer service agents and to upper management