Client Support Analyst

The Client Support Analyst provides cross-functional client support and systems user support in administrative processing across hire to retire, invoice to pay and procedural guidance areas within the FAO Shared Services Centre in Bangkok, Thailand. The role involves advising internal and external clients on transactional processes, managing system accesses, investigating complex cases, and ensuring service delivery within established service levels.

Responsibilities

• Advise FAO internal and external clients, employees, transaction initiators, approvers and managers in processing Procure to Pay, Finance, Travel and HR transactions in the FAO Global Resource Management System (ORACLE), and advise on associated FAO rules and procedures
• Provide support to users in operating FAO corporate systems (Budget Maintenance Module, Management Information System, Taleo and you@fao /HCM)
• Manage accesses for FAO Administrative systems
• Investigate and analyse complex cases and communicate replies with documented evidence; provide guidance to the relevant client support team
• Handle incoming service requests through a tracking system and voice line within the established Service Level Agreement
• Escalate issues to higher level if necessary
• Identify where clients encounter problems in processing transactions, identify data discrepancies in the system, propose adjustments as appropriate, participate in testing system changes
• Bring to the attention of the supervisor recurring problems
• Perform other duties as required

Requirements

• Completed Secondary school
• Minimum 1 year of relevant work experience in client support or relevant field
• Working knowledge of English (C1)
• Knowledge of another FAO language (Arabic, Chinese, French, Spanish or Russian) is desirable
• National of Hungary or resident of the country with valid work permit
• Work experience in more than one location or area of work
• Familiarity with Client Relations Management tool (CRM) (ServiceNow, Workday…)
• Experience with ERP (Oracle, SAP) is desired
• Adherence to FAO Values of Commitment to FAO, Respect for All and Integrity and Transparency

Skills

• Client Support
• Client Relationship Management
• ServiceNow Experience
• Workday
• ERP Systems
• Oracle
• SAP
• Administrative Processing
• Hire to Retire Process
• Invoice to Pay Process
• Procedural guidance
• Systems User Support
• Service Delivery Management
• Transactional Process Advisory
• System Access Management
• Case Investigation

Languages

English