Client Support Analyst

Organizational Setting

The Shared Services Centre (SSC) recommends and administers process management and procedures that need to be executed effectively; ensures the management of quality assurance activities associated with the transactional processes and implementation of service delivery; continuously improves the satisfaction of its customers, internal or external, while pursuing a continuous improvement agenda that will drive up service excellence while driving down the costs of service delivery through process standardization, process automation and self-service capabilities.

This position is located in the FAO Shared Services Centre in Bangkok, Thailand.

Reporting Lines

Client Support Analyst reports to a Clients Support Associate under the direct supervision of Client Support Officer in the Shared Services Centre.

Technical Focus

Cross functional Client Support and Systems User Support in administrative processing across hire to retire, invoice to pay and procedural guidance areas.

Tasks and 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.

Minimum 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 Thailand or resident of the country with valid work permit

FAO Core Competencies

• Results Focus
• Teamwork
• Communication
• Building Effective Relationships
• Knowledge Sharing and Continuous Improvement

Technical/Functional Skills

• 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.