IT Ops Analyst IV

Key Responsibilities

System Administration & Operations

• Administer and support the SAP Concur Expense platform, ensuring system stability and performance
• Monitor system activity, data integrations, and recurring processes to identify and resolve issues
• Manage expense-related data feeds, card integrations, and exception handling
• Perform ongoing system maintenance, audits, and operational checks

User Support & Service Management

• Provide end-user support through the ServiceNow ticketing system
• Troubleshoot and resolve system and process issues in a timely manner
• Deliver user training and guidance to improve adoption and compliance
• Serve as an authorized support contact with SAP Concur for escalations and system updates

Integrations & Technical Support

• Support integrations with ERP systems, Workday, and corporate card providers
• Monitor and resolve integration failures and data discrepancies
• Assist with onboarding new employee populations, including mergers and acquisitions
• Partner with internal IT and external vendors to ensure seamless data flow

Process Improvement & System Enhancements

• Identify opportunities to streamline processes and improve system efficiency
• Support configuration updates, enhancements, and new feature rollouts
• Contribute to automation and continuous improvement initiatives

Reporting & Analytics

• Develop and maintain standard and ad hoc reports using Concur Intelligence (Cognos)
• Analyze expense data to identify trends, risks, and improvement opportunities
• Deliver insights to stakeholders to support decision-making

Project & Change Management

• Participate in system implementations, upgrades, and ERP refresh activities
• Support testing, validation, and deployment of system changes
• Manage and execute change requests through established processes
• Contribute to global and regional project initiatives

Governance & Compliance

• Ensure adherence to global travel and expense policies
• Support audit readiness and maintain compliance with SOX controls
• Partner with HRIT and compliance teams to implement controls and improvements

Collaboration & Communication

• Work closely with global and regional teams to align processes and priorities
• Communicate system updates, enhancements, and policy changes to end-users
• Participate in regular team meetings to review performance and improvement opportunities