Concur T&E Analyst

Concur T&E Analyst At IVC Evidensia, we are a leading veterinary services provider in Europe and North America with more than 2,500 clinics and hospitals across 19 countries and around 42,000 employees. We aim to have an extraordinary impact on animal lives, supporting in the region of 25,000 animals every single day across our international network. IVC Evidensia exists to champion the long-term health and welfare of animals and deliver our purpose of Healthy Animals, Happy Owners. Reporting to the Travel & Expenses Lead and working within Global Business Services, the Concur T&E Analyst is a first point of contact for Travel & Expense and corporate card queries from colleagues across our 19 countries. The role owns day-to-day query resolution in SAP Concur and the card programme, keeps our expense and card data accurate, and gives the business the guidance it needs to claim correctly first time. The core of this role is to provide first line support for our Concur and card users across all of our countries. As our remaining countries go live, first line support is where the whole team's effort goes and everyone in the role will be on the queue. As each country settles into business as usual, individual emphasis develops: some of the team lean towards the support queue, country relationships and rollout readiness, others towards reporting, exceptions, audit follow-up and data quality. We will shape that with you rather than fix it now, and we will expect you to move between the two as the service needs it. This is a hands-on service role in a small, close team supporting a major multi-country rollout of Concur and our purchasing card programme. You will work alongside our Concur T&E Administrators and our Purchasing Card Programme Administrator, and you will be expected to build enough breadth to cover your colleagues during absence, so that the service to the business never stops. You will ensure queries are handled within agreed timescales, keep users informed, maintain clear and current user guidance, and continually look for the fix that removes a query at source rather than answering it again next month. We use Zendesk for first line support and training will be given, so experience of a particular ticketing tool is not a requirement. What matters most in this role is hands-on SAP Concur experience, because you will be supporting a live Concur implementation as it rolls out across our remaining countries. Key Accountabilities/Responsibilities: * Act as a first point of contact for Concur T&E and corporate card queries from colleagues across all countries, triaging, resolving and escalating within agreed SLAs and maintaining high-quality case notes. * Move between first line support, reporting and card work as the programme shifts from rollout into business as usual, taking on whichever area the service needs most at the time. Immediately after each go-live, first line support takes priority for everyone in the team. * Own tickets end to end in Zendesk, our service management tool, keeping users updated on progress and confirming resolution before closure. * Maintain user and profile data in Concur, supporting joiners, movers and leavers, delegate and approver set-up, cost object assignment and approval hierarchy changes. * Support the expense and card cycle: chase unsubmitted claims and ageing card transactions, follow up with claimants and approvers, and resolve queries arising at month end. * Escalate configuration changes, defects and system faults to the Concur T&E Administrators with clear reproduction steps, evidence and an assessment of business impact. * Create, maintain and continuously improve user guidance, knowledge articles and FAQ content, and support onboarding and refresher training for the business. * Identify recurring query themes and propose changes that remove the query at source, reducing avoidable ticket volume. * Support Concur and card rollout activity in our remaining countries, including user readiness, query handling at go-live and post go-live hypercare. * Build sufficient breadth across support, reporting and card administration to provide cover for colleagues during absence, so that the T&E service is maintained at all times. * Work with third-party support partners and vendors, including SAP Concur and our card provider, via their ticket portals, managing cases through to resolution. * Escalate major incidents and business-impacting issues promptly to the Travel & Expenses Lead. * Help run the T&E support queue day to day: monitor incoming volumes, response and resolution times, flag backlogs and SLA breaches to the Travel & Expenses Lead and maintain the support routing map so that every country knows where to log a Concur or card query. * Act as the named support contact for local finance and operations teams in assigned countries, building the relationships that keep queries flowing through the correct channel rather than to individuals. * Support user acceptance testing and go-live readiness for new country rollouts: prepare and execute test scenarios, log and track defects, and support local business users through their own acceptance testing. * Produce and maintain the standard T&E and card reporting suite, covering claim volumes, ageing and unsubmitted spend, card utilisation, policy exceptions and audit outcomes, and distribute it to the business on a defined cycle. * Investigate exceptions and audit flags, gather supporting evidence and follow up with claimants and approvers through to resolution, and support internal and external audit requests by extracting data and preparing clear, well-evidenced responses. * Monitor policy compliance and system adoption by country, and provide the analysis that supports policy, process and configuration change. * Maintain data quality across Concur, the HR feed and the card estate, investigating mismatches, unmatched card transactions and unreconciled items, and driving them to closure. Experience/Qualifications: Essential: * Hands-on experience of SAP Concur Expense in a support, administration or superuser capacity, for example resolving user queries, maintaining user and profile data, supporting approvers and delegates, or supporting an implementation or rollout. * Experience supporting end users in a finance, shared services or business systems environment, working to agreed response and resolution timescales. * Working knowledge of employee expenses, corporate cards or travel processes, and the finance controls that sit around them. * Strong Excel skills, and confidence handling, reconciling and interpreting operational data. * Excellent written and verbal communication, with the ability to explain a system or a policy clearly and patiently to a non-finance user. * Analytical problem-solving skills, including identifying the root cause behind repeat queries rather than only the immediate fix. * Well organised and self-managing, able to prioritise a live queue alongside deadlines and competing demands. * Comfortable moving between different types of work as priorities change. This is a small team supporting a live rollout, and the balance between the support queue, reporting and card work will shift from week to week. * Comfortable working with colleagues across multiple countries and cultures and adapting communication accordingly. Desirable: * Exposure to SAP Concur configuration, such as expense types, audit rules, approval workflows or user groups, or experience of working closely with a Concur administrator on configuration change. * Experience of SAP Concur reporting, including Concur Intelligence, or of building and scheduling standard reports for a business audience. * Experience supporting a global or multi-country system rollout. * Exposure to corporate card or purchasing card programmes. * Experience of VAT or tax treatment on employee expenses. * Experience producing management reporting or dashboards * Exposure to audit, internal controls or compliance monitoring in a finance environment. * Experience of coordinating or supporting user acceptance testing. * A second European language. Following receipt of your application, you will be contacted by one of our experienced hire recruitment team. As a BAME and LGBTQ+ inclusive employer, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process. What We Offer: At IVC Evidensia we recognise that our people are fundamental to the success of our business. Investing in our people, premises and processes is at the heart of what we do. In addition to a competitive base salary, you will benefit from * Work-life balance *26 days annual leave * Cycle to Work scheme * Initiatives focused on employee wellbeing * Pension * Discretionary Bonus * Discounted staff pet care * Dog Friendly office * Free Parking available at Head Office At IVC Evidensia we are a committed to Diversity, Equality, Inclusion and Belonging, we are keen to hear from candidates from all minority and diverse groups. As a Disability Confident Employer, we are keen to hear from candidates with disabilities and long-term health conditions and would be happy to discuss any reasonable adjustments needed during the recruitment process.