Concur T&E Analyst

Keynsham, Bristol, England Central Functions – Finance /Chocolate Factory, Keynsham [9025] /Hybrid 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…