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Location: Dalian

Job Overview:

As a member of SAP Concur Shared Services team, Care Services consultant takes essential role in the full lifecycle of fulfilling customer’s service requests and configuration change requests for Concur Expense and Invoice module. Care Services consultant is the trusted partner for our customers and functional expert for SAP Concur product & Services.

This position focuses more on the daily support of Japanese customers.

Responsibilities:

· Establish and maintain a trusted relationship with customers and/or partners, esp. in Japan market, to achieve overall satisfaction with SAP Concur products and services.

· Communicate and collaborate with internal teams as required.

· Provide consultation services on customers and/or partners’ functional queries and fulfill configuration change request according Concur Care services scope.

· Identify new business opportunities and share the information with relevant teams.

· Communicate with customers on issues and questions related to the use of SAP Concur products (Expense, Request, Invoice, etc.) and services. Review, edit and finalize the communication of solutions to issues, service requests and questions.

· Act as escalation point to engage appropriate members within internal teams to assign tasks and discuss possible resolutions to more technical challenges.

· Update important project and case information in Salesforce.

· Actively engage in global Shared Services related initiatives.

· Contribute to continuous service improvement for Concur Services.

· Complete other activities and duties as needed.

· Be aware of, and comply with, all corporate and organizational policies.

Qualification:

· Chinese native speaker. Fluent in Japanese and English communication for both written and oral.

· Deep understanding of Japanese business etiquette and communication styles.

· BA/BS degree (or above) is mandatory.

· Major in Computer Science, finance or equivalence.

· Project/Service experience with Japanese customers is preferred.

· Previous experience in Project functional consultant and/or Application Management Services consultant is preferred.

· Experience in SAP Concur or SaaS is desired.

· SAP Functional Skill (esp. FI, CO, MM) is preferred.

· Proficient in Communication skill.

· ITIL knowledge (certificate) is a plus.

· Knowledge of AI (and/or Experience with AI-assisted service delivery) is a plus.

· Experience with software development is a plus (not mandatory).

· Strong understanding on project and services process.

· Strong teamwork and customer service spirit

· Strong learning agility

· Strong analytic skills to analyze the historic case data and identify improvement opportunities (case volume reduction, new business requirements, etc.) for customers based on the trend.

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Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 451518 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Graduate | Employment Type: Regular Full Time | Additional Locations: #