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 across key areas including hire-to-retire, invoice-to-pay, and procedural guidance. The objective is to ensure efficient and accurate execution of administrative transactions and to assist users in navigating and utilizing FAO's corporate systems effectively, thereby contributing to the overall operational efficiency of the organization.
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), ensuring adherence to FAO rules and procedures. Provide technical support to users of FAO corporate systems such as Budget Maintenance, Management Information System, Taleo, and you@fao/HCM. Manage user access for FAO administrative systems. Investigate and analyze complex cases, providing documented responses and guidance to the client support team. Handle incoming service requests via tracking systems and phone within Service Level Agreements, escalating issues as needed. Identify transaction processing problems and data discrepancies, propose system adjustments, and participate in testing system changes. Report recurring issues to the supervisor and 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 more than one location or area of work is beneficial. Familiarity with Client Relations Management (CRM) tools like ServiceNow or Workday is expected, and experience with ERP systems such as Oracle or SAP is desired.
Skills
Key competencies include Results Focus, Teamwork, Communication, Building Effective Relationships, and Knowledge Sharing and Continuous Improvement. Technical skills involve familiarity with Client Relations Management (CRM) tools (e.g., ServiceNow, Workday) and experience with ERP systems (e.g., Oracle, SAP) is desired. The ability to work effectively in diverse environments and share knowledge is crucial for success in this role.