SmartProcure Help Desk Analyst
Role Responsibilities:
• Checking ServiceNow tickets daily, triage tickets, ensure tickets are completed
• Checking supplier emails daily and managing daily email volumes
• Ad hoc weekly activities/special projects (ex: restarting invoices)
• Supports day to day operational processes, program management activities and administrative tasks for the Procurement specialty to achieve business results and deliver the intended employee experience
• Collaborates with internal and external stakeholders in order to deliver on business objectives
• Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements
• Communicates and reinforces principles, programs, process, and standards
• Supports the development of tailored messaging, which may include writing, editing and distributing communications
• Participates in the design, development, implementation, and management of core business processes
• Analyzes data and information to provide insights and recommendations
• Gathers and formats data into regular and ad-hoc reports, and dashboards
• Supports the development of tools and delivery of training focused on delivering business results
• Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones
• Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities
• Develops knowledge related to operations specialty
• Organizes work information to ensure accuracy and completeness
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees
• Analyzes issues and determines next steps
• Broader work or accountabilities may be assigned as needed
Must-Have Skills:
• Excellent communication skills (writing skills, email etiquette)
• Administrative / corporate environment experience (customer service that is not retail / service based)
• Able to manage high volumes of emails and tickets
• Collaborative / vocal team member
• PC skills (MS Word, Excel, PowerPoint) – Good
• Knowledge related to operations specialty
• Knowledge of the business / group processes / procedures
• Knowledge of applicable risk and regulatory requirements and the impact on the business / group
• Project management / program management skills
Nice-to-Have Skills:
• SmartProcure / Coupa experience
• Banking / FI experience
• Excel experience
Soft Skills:
• Problem solving and critical thinking
• Organized and detail oriented