Handling of Travel and Expense application (Concur) and related 2nd level support on Travel with affiliates and TMC for SSC Americas in Costa Rica
Context and Responsibilities
Reports to :
T&E Services Manager
Direct reports : None
Provides customer service support for affiliates inquiring about travel related issues
Manage T&E interfaces and technical requirements
Performs Travel Service configurations, changes, and enhancements
Ensure all business activities comply with T&E Policy, relevant SOPs, & local guidelines
Ensure SLA principles between SSC and affiliates are met
Ensures best practices are shared across team members
Manages Travel Policy inquiries and settings within Concur Travel
Manages requests / inquiries via tickets using Concur, Service Now and Jira
Generates Travel or ad-hoc reports
Performs other travel tasks consistent with Standard Operating and Desktop Procedures; updates Knowledge documents as required
Conducts routine training on supported processes for new SSC colleagues, local admins; maintains 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 affiliates
Communicates and collaborates proactively with various business partners, Procurement, TMC, and management to resolve issues
Strong ability to prioritize and organize work effectively, adhere to tight and established deadlines
Demonstrated communication skills with a focus on customer service
Knowledge of Finance Shared Services and operational accounting processes.
Effective and professional verbal and written communication skills
Ability to perform work with limited direction and guidance
Strong presentation and analytical skills.
Ability to prioritize effectively and multitask
Works well with others and follow through to execute all tasks to deliver on deadlines
Language requirements : English, Spanish and Portuguese
University or Associate (technical) degree or equivalent work experience
2+ years experience in Concur Travel
Experience with SAP is highly desirable
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.
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