SAP Concur Support Consultant (L1/L2 – AMS)

Job Description: • Handle incident management, service requests, and issue resolution within defined SLAs. • Perform L2 troubleshooting, root cause analysis (RCA), and problem management. • Support user administration (access, roles, permissions). • Manage and update: Expense policies, Approval workflows, Audit rules and validations. • Support country-specific configurations and compliance rules. • Conduct functional analysis and recommend workarounds/solutions. • Support integration troubleshooting between Concur and ERP systems (Oracle/SAP or others). • Monitor and resolve issues related to: Data synchronization, API/flat file-based integrations. • Collaborate with cross-platform teams (ERP, middleware, finance systems). • Provide end-user support for Concur Travel & Expense. • Support Concur periodic updates and release readiness. • Perform regression testing and validation. • Identify repetitive issues and automation opportunities. • Contribute to: Knowledge base (KB) creation, Standard operating procedures (SOPs). • Support L1 deflection initiatives via automation and KB reuse. • Strong expertise in: SAP Concur Expense & Travel modules, Expense configuration, approval flows, audit rules. Requirements: • 5–8+ years of experience in SAP Concur (Travel & Expense) support and configuration. • At least 3+ years of experience in Application Management Services (AMS) / support engagements. • Experience supporting global Concur implementations across multiple geographies. • Proven experience in L1/L2 support environments with ticket-based SLA delivery. • Exposure to integration with ERP systems (SAP or Oracle) preferred. • Experience working in ITSM tools (ServiceNow / Freshservice / similar). • Experience in transition, knowledge transfer, and support stabilization phases. • Knowledge of: Concur integration framework (APIs / file-based interfaces), ERP integrations (Oracle ERP / SAP FI preferred). Other Skills: • Strong analytical and troubleshooting capabilities. • Excellent communication and user handling skills. • Ability to work in a multi-system SaaS support ecosystem. • Strong stakeholder management skills. • Ability to work in shift-based or global support model. Certifications: • SAP Concur certification.