As a Travel & Expenses Helpdesk Analyst you will be based in San José, Costa Rica.
You will be working at Roche Services Americas, which is one of the Roche Shared Services Centers worldwide providing Finance, Procurement services to various countries in the Americas region.
In this role you will be reporting to T&E Service Manager.
Your main tasks will include :
Processes and posts expense reports submitted for reimbursement
Communicates (emails / phone calls / tickets) with supported affiliate employees in a professional manner when corrections or clarification are required on expense report submissions
Provides customer service support for employees inquiring about expense report related topics
Performs other travel & expense reimbursement tasks consistent with Knowledge Base documents; update Knowledge documents as required
Conducts routine training on supported processes for new SSC colleagues, local admins; maintain basic training documents for supported processes
Demonstrates an understanding of travel & expense best practices and oversees all related activities
Ensures the travel and expense call center provides best in class service in order to meet the needs of our employees
Ensures SLA principles between SSC and affiliates are met
Provides input for SOP updates
Run reporting in Concur (unsettled credit card transactions). Provides training to the business when needed
As with most accounting and finance positions, this position may require overtime during typically busy seasons (quarter-end, year-end), during project implementation and occasionally when additional coverage is required to meet business priorities
Create / Manage tickets through the ticketing system : Service Now
Adds contractors to SIMS (to allow delegate access in Concur)
Your qualifications are (must have and desirable) :
Strong ability to prioritize and organize work effectively, adhere to tight and established deadlines
Effective and professional verbal and written communication skills with a focus on customer service
Accuracy and attention to detail with proficiency in data entry
Excellent customer service skills
Displays initiative and demonstrates a strong work ethic
Strong problem solving skills - Able to proactively identify issues and provide solutions and recommendations.
Knowledge of related technology systems (ServiceNow, SAP, and Concur experience is desired)
Demonstrates a strong ability to identify, analyze, and solve problems
Knowledge of Finance Shared Services and operational accounting processes
Ability to perform work with limited direction and guidance
Works well with others and follow through to execute all tasks to deliver on deadlines
Language requirements : Fluent in English and Spanish. Portuguese desirable
Associate Degree or equivalent work experience
As the ideal candidate for this role, you have :
2+ years experience in an operational T&E role
Experience with Concur is highly desirable
The desired start date would be as soon as possible.
Who we are At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups.
Our success is built on innovation, curiosity and diversity.
Roche is an equal opportunity employer.