Description
Overview:
Role Purpose
Support myBUY procurement platform users by managing incidents, resolving P2P issues, and ensuring end-to-end handling of service requests.
Responsibilities:
The role is responsible for Incident (INC) Management:
Incident identification and recording
- Classification and initial support to the Users for the Incident
- Investigation and diagnosis of Incidents
- Escalation procedures for ensuring Incident resolution
- Incident resolution and restoring service to its normal operation
- Communicating with the User and Closing the Incident ticket
- Log, classify, investigate, and close tickets.
- Support users with requisitions, PO issues, vendor requests, and catalog inquiries.
- Navigate ERP/P2P platforms to troubleshoot procurement issues.
- Communicate process guidance clearly and accurately.
- Maintain SLA compliance and excellent user service experience.
Qualifications:
- 6months minimum year of ticket/incident management
- Experience with ServiceNow/Remedy/Jira (or similar) ticketing tool
- Experience in Procurement or P2P processes
- Experience using any ERP/P2P platform (SAP, Ariba, Oracle, Coupa, Workday, Dynamics, Netsuite, Ivalua, Jaggaer, Basware, etc.)