Client Support Analyst
Organizational Context
The FAO Shared Services Centre (SSC) in Bangkok, Thailand, is responsible for administering effective process management and procedures. It ensures quality assurance for transactional processes and service delivery, aiming to enhance customer satisfaction. The SSC pursues continuous improvement to achieve 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 processing within FAO. It covers key areas such as hire-to-retire, invoice-to-pay, and procedural guidance. The purpose is to assist internal and external clients and users in navigating and utilizing FAO's administrative systems and processes effectively, ensuring smooth operational workflows and timely resolution of queries.
Responsibilities
The Client Support Analyst will advise internal and external clients on Procure-to-Pay, Finance, Travel, and HR transactions within the FAO Global Resource Management System (ORACLE), including associated rules and procedures. Responsibilities include providing support for FAO corporate systems like Budget Maintenance, Management Information System, Taleo, and you@fao/HCM. The role involves managing administrative system accesses, investigating and analyzing complex cases with documented evidence, and guiding the client support team. Handling service requests via tracking systems and phone within Service Level Agreements, escalating issues when necessary, and identifying transaction processing problems or data discrepancies are key. The analyst will also propose system adjustments, participate in testing system changes, report recurring problems to supervisors, and perform other required duties.
Work Experience
A minimum of one year of relevant work experience in client support or a related field is required. Experience working in more than one location or area of work is also beneficial.
Skills
Key skills include Results Focus, Teamwork, Communication, Building Effective Relationships, and Knowledge Sharing and Continuous Improvement. Familiarity with Client Relations Management (CRM) tools such as ServiceNow or Workday is required. Experience with Enterprise Resource Planning (ERP) systems like Oracle or SAP is desired.