Procurement Analyst

Analyst – Pay End User Experience (EuX) Requirements: - strong stakeholder management/communication / problem-solving skills - experience with SAP - experience working from the ticketing system is an asset - Must be available to work in the Montreal office at least 2x per week - Bilingual (Eng & French) - Spanish is an asset - Please submit clients in English - flexible schedule - this team supports multiple timezones, and it reports to India - target bill rate per hour Analyst – Pay End User Experience (EuX) • Great opportunity to be a part of ’s Purchase to Pay (P2P) Service Desk • Build and deliver a comprehensive pipeline of initiatives to improve end-user experience and overall P2P service delivery • Work with a global and diverse team across geographies • The role is based in Montreal, Canada About the role We are looking for an Analyst – Pay EuX, experienced in Accounts Payable processes to efficiently manage the P2P Service desk queries as well as improve end-user experience. The selected individual will work as part of a global P2P team with the overall ambition of improving P2P service delivery. What the role entails This position is an excellent opportunity to join the Global P2P Operations team based in Gurgaon. This dynamic team plays an integral role in managing and improving the end-user experience via the Concierge Helpdesk. Working in a collaborative environment, the team is responsible for ensuring efficient P2P ticket management whilst managing a high standard of service delivery and technical know-how. Reporting Line: Advisor – Pay EuX. Based in Gurgaon, India Scope: Your scope will include (but not limited to) below: • Process Accounts Payable queries via the Service Now platform within the agreed Service Level Agreements (SLA) by maintaining E2E ownership • Process and posting invoices based on the query on SAP • Ensure all compliance requirements are followed in the AP process • Support regional queries related to Vendor Master, Expense Management etc. • Communicate with the requestor / end-user keeping customer satisfaction in mind • Familiar with the E2E P2P Process to resolve escalation internally where and when possible limiting the amount of time spent and stakeholder involvement in the resolution • Perform RCA on escalations/issues to identify gaps and propose sustainable solutions to improve CSAT (Customer Satisfaction) score • Collaborate with multiple teams to provide end-to-end solutions to the end user as well as identify the scope for process improvements • Ensure sound P2P processes are followed, and ticket management is completed by pre-established process, documentation and governance requirements • Meet pre-determined Key Performance Indicator (KPI’s) • Leverage strong process expertise and awareness to drive best practices • Resolve problems with an open mind, viewing them as challenges rather than obstacles. • Relationship and stakeholder management at different levels within the organization • Answer inbound calls for customer queries via the concierge helpline • Perform necessary actions basis the request received on the helpline • Ensure all queries received on the helpline are resolved timely and accurately • Act as a stop shop for E2E P2P queries • Assist EU in P2P process familiarization surrounding their query • Act as an advocate for P2P service delivery model service standard • Take accountability for own performance and understand the impacts of behaviours and actions on others About yourself We are looking for passionate candidates having: • Bilingual French/English required where Spanish was seen as a strong asset • 2-4 years of work experience in P2P domain with experience in Invoice Processing, Vendor Payments and Reconciliation processes • Experience working in Service Now/ RTTMS environment and SAP • Prior experience in customer experience/end-user experience / customer satisfaction roles • A process improvement mindset • Ability to influence stakeholders • Proven experience in the delivery of process standardization and implementing best practices • Ability to work in a fast-paced environment and adhere to tight deadlines • Flexibility to support different geographies by working in different shifts • A collaborative approach, the ability to work across organizational lines, as a team • Strong exposure to global business environments and global roles • Effective interpersonal and communication skills • Analytical and problem-solving skills • A self-driven, proactive, result-oriented, structured attitude • Excellent proficiency in Microsoft Office products • Willingness to work in different time zones as per business requirements