Client Support Analyst

Job Posting Organization:
The job posting organization is the FAO Shared Services Centre (SSC), which is dedicated to enhancing the efficiency and effectiveness of service delivery within the Food and Agriculture Organization (FAO). The SSC focuses on process management and the administration of procedures that ensure quality assurance in transactional processes. Established to improve customer satisfaction, both internal and external, the SSC is committed to a continuous improvement agenda that aims to enhance service excellence while reducing costs through process standardization, automation, and self-service capabilities. The organization operates in various countries, providing support and services to FAO's global operations.

Job Overview:
The Client Support Analyst position is situated within the FAO Shared Services Centre in Bangkok, Thailand. This role is crucial for providing cross-functional client support and systems user support in administrative processing, specifically in areas such as hire to retire, invoice to pay, and procedural guidance. The analyst will be responsible for advising both internal and external clients, including employees and transaction initiators, on processing various transactions within the FAO Global Resource Management System (ORACLE). The position requires a proactive approach to problem-solving and the ability to communicate effectively with clients regarding FAO rules and procedures. The analyst will also be expected to manage user access to FAO administrative systems and investigate complex cases, providing documented evidence and guidance to the client support team. This role is essential for maintaining the integrity of service delivery and ensuring that clients receive timely and accurate support.

Duties and Responsibilities:
The Client Support Analyst will have a comprehensive set of duties and responsibilities, including: advising FAO internal and external clients on Procure to Pay, Finance, Travel, and HR transactions; providing support for users operating FAO corporate systems such as the Budget Maintenance Module and Management Information System; managing access to FAO administrative systems; investigating and analyzing complex cases, and communicating findings with documented evidence; handling incoming service requests through a tracking system and voice line, adhering to established Service Level Agreements; escalating issues to higher levels when necessary; identifying problems clients encounter in processing transactions and proposing adjustments; participating in testing system changes; and performing other duties as required to support the SSC's objectives.

Required Qualifications:
Candidates must meet several minimum requirements to be considered for the Client Support Analyst position. These include having completed secondary school and possessing at least one year of relevant work experience in client support or a related field. Additionally, candidates must have a working knowledge of English at a C1 level, and knowledge of another FAO language such as Arabic, Chinese, French, Spanish, or Russian is desirable. Furthermore, candidates must be nationals of Thailand or residents of the country with a valid work permit.

Educational Background:
The educational background required for the Client Support Analyst position includes a completed secondary school education. This foundational education is essential for understanding the complexities of client support and administrative processes within the FAO framework.

Experience:
The position requires a minimum of one year of relevant work experience in client support or a related field. This experience is crucial for developing the necessary skills to effectively assist clients and manage transactions within the FAO Global Resource Management System. Candidates with experience in multiple locations or areas of work will be viewed favorably, as this demonstrates adaptability and a broader understanding of client relations.

Languages:
A strong command of English is mandatory for this position, with a proficiency level of C

• Additionally, knowledge of another FAO language such as Arabic, Chinese, French, Spanish, or Russian is considered desirable and may enhance a candidate's application.

Additional Notes:
The Client Support Analyst position is likely to be a full-time role, and candidates should be aware that the organization may recruit both nationally and internationally. While specific details regarding contract duration and compensation are not provided, candidates can expect a competitive salary and benefits package typical of positions within international organizations like the FAO. The role emphasizes the importance of teamwork, communication, and building effective relationships, aligning with the FAO's core competencies.