Global Procurement Helpdesk Lead  

• Partner with relevant stakeholders (vendors, business units, contract leads, and legal) to answer Helpdesk questions that cannot be handled by the team or are prioritized for senior stakeholders
• Ensure the Helpdesk team is properly Staffing the Helpdesk Email box BuyingCenter alias across all time zones and manage day to date scheduling
• Manage the Helpdesk team’s handling of all helpdesk tickets and ensure they meet or exceed response, TAT, and other SLA’s and KPI’s
• Ensure that the Helpdesk team is properly Staffing the SNOW Tickets Procurement Resolver groups and work with ITO/Wipro to ensure lean and operational excellence is employed to continuously optimize this process
• Ensure Procurement SLAs around the Procurement P2P and ticketing process are established complied with by the helpdesk team
• Oversee the entry and quality of P2P data and provide guidance and feedback on the development of P2P centric metrics, analytics, and dashboards
• Ensure the helpdesk team creates timely, high quality Ad-hoc P2P Ariba Extract/ Reports (access to and staffing of Procurement Reporting email) upon request by Procurement, legal, or Business stakeholders. May include the curation/coordination of such reports with Reporting COE or Procurement Operations.
• Oversee the Procurement Requisition (PR) Creations to include PR Change Requests (Adding a line on the PR) are done properly, consistency, and meet high quality standards in line with SOP and SLA’s
• Oversee the Helpdesk teams entry of Manual PR or Invoice Approval flow adjustments and management of PR Approval Role assignment (Delegation of Roles) in Ariba P2P
• Responsible for the management of the administrative Vendor Setup process and the helpdesk team’s execution of Vendor Set Up process to include document collection/AN enablement
• Ensure that all PO’s requiring manual transmitted are done so in a timely fashion and receive by the vendor
• Manage the Helpdesk team to ensure that all PO Modification - Administrative PO generations, eg. invoice approver, cost center, or OBO change are completed in line with SOP including proper process, timeliness, and compliance to Policy
• Staffing of invoice exception approval steps when required (PO Variance or Incorrect vendor, etc.)
• Support of Procurement Operations team to ensure that all Catalogs are maintained in Ariba
• Manage and employ the Helpdesk SOP on an ongoing basis for all Helpesk SOP’s
• Provide 2nd level support to helpdesk, regional teams, end users and vendor support team on P2P and AP processes including purchasing and invoice
• Ensure team issues are escalated and provide feedback on lean opportunities
• Execute full team management, performance reviews, feedback, etc. as required to meet ‘world class’ Helpdesk capabilities

Requirements:

• Total Experience of 8 years, with at least 5 years’ experience in Procurement, AP, or Helpdesk function(s), preferably in a management capacity
• Fluent Verbal and Written Communication Skills in English
• Advanced Knowledge of MS Office Applications like Excel, Word, PowerPoint
• Strong Customer Centric focus and able to interact with VP level stakeholders and legal teams
• Expert in helpdesk functions, preferably using a ticketing or que management system
• Experience leading, designing, and managing Helpdesk teams with geographically-distributed stakeholders
• High level expertise in Procurement and/or Accounts Payable (AP) function, supply chain, or Vendor Management
• Expert in working with Ariba P2P, ERP or related tools (Coupa, SRM, Oracle, etc.)
• Understanding in E2E Procurement and AP processes
• Understanding of Purchase Request to Purchase Order processes and PO to Invoice processes

Optional Requirements:

• Basic Understanding of Indirect Spend Categories like MRO, IT & Telecom, Facilities, Purchased Services & their Buying Patterns
• Exposure to operational excellence and process financial services expertise.
• Expert, certified, consultant working within Ariba including hands-on development and implementation knowledge of Ariba P2P modules, supplier and catalog enablement
• Strong relationship management and communication skills. Ability to present and influence across all levels