After just under 2 years on the Service Administration team I worked towards working within the company’s service delivery team. This was to be trained and use my configuration expertise to assist this team within the implementation project manager role. After a short training period, I was assigned multiple clients to project manage their implementation of the Concur system. This would result in me having to gather each client’s expense processes to then configure and implement their Concur site to their requirements. Using both my configuring expertise and working with other teams within the company to ensure the project was being implemented to the timelines we would have with the clients. The implementations could be through InterCall meetings or face to face meetings with the clients to ensure their implementation project was completed and delivered to a high standard and to their satisfaction for their cloud based expenses system.

Following a successful employment as the team leader of the help desk for 3 years. I received a promotion within SAP Concur into the Service Administration team. With this promotion, I became responsible for my own assigned clients who had purchased this service to be their first point of contact for any issues regarding configurations they needed within their expenses system or issues that needed to be resolved. I have handled up to 30 independent clients who I was responsible for to overview and support them on their expenses system to project manage their system configurations for expenses and any changes they request to be completed and implemented within their expenses system setup.

I was first offered a scanning assistant role within Concur. Within 2 months I began training on the company help desk team to work towards becoming a help desk analyst. From December 2009 I had been a key member of the help desk team and worked towards becoming a main contact for both the help desk and my colleagues. From October 2012 I was promoted to the Team Leader position within the help desk department, which meant I was responsible for the day to day running of a team of 7 people within the team alongside the manager.