· Job facts
•Handling of Travel and Expense application (Concur) and related 2ndlevel support on Travel with affiliates and TMC for SSC Americas in Costa Rica
Context and Responsibilities
•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 of experience in a customer support, call center or helpdesk organization.
•T&E Management tool experience.
•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.