Client Support Analyst
Organizational Context
The FAO Shared Services Centre (SSC) in Budapest, Hungary, focuses on effective process management and administration. It ensures quality assurance for transactional processes and service delivery, aiming to enhance customer satisfaction. The SSC pursues continuous improvement to elevate service excellence and reduce costs through standardization, automation, and self-service capabilities.
Job Purpose
This role provides cross-functional client support and systems user support for administrative processes within FAO. It covers key areas such as hire-to-retire, invoice-to-pay, and procedural guidance. The analyst will assist clients and users in navigating and utilizing FAO's administrative systems and processes effectively, ensuring smooth operations and timely resolution of queries.
Responsibilities
Advise internal and external clients, employees, and managers on Procure-to-Pay, Finance, Travel, and HR transactions within the FAO Global Resource Management System (ORACLE), including associated rules and procedures. Provide user support for corporate systems like Budget Maintenance, Management Information System, Taleo, and you@fao/HCM. Manage administrative system accesses. Investigate and analyze complex cases, providing documented replies and guidance to the client support team. Handle service requests via tracking systems and phone within Service Level Agreements. Escalate issues as needed. Identify transaction processing problems and system data discrepancies, propose adjustments, and participate in system testing. Report recurring issues to supervisors. Perform other assigned duties.
Work Experience
A minimum of one year of relevant work experience in client support or a similar field is required. Experience working in multiple locations or diverse work areas is beneficial. Familiarity with Client Relations Management (CRM) tools like ServiceNow or Workday is expected, with experience in ERP systems such as Oracle or SAP being desirable.
Skills
Key competencies include Results Focus, Teamwork, Communication, Building Effective Relationships, and Knowledge Sharing and Continuous Improvement. Technical skills involve familiarity with CRM tools (e.g., ServiceNow, Workday) and desired experience with ERP systems (e.g., Oracle, SAP). Experience in multiple work locations or areas is also a plus.