Procurement Operations Specialist

About the Role

As a Procurement Operations Specialist at IBM Finance & Operations, you will provide support for procurement applications and processes, as well as accounts payable help requests. This role serves as a single point of contact for global procurement professionals and suppliers, ensuring the procurement organization and client organization are well supported.

Key Responsibilities

• Provide Call Center Support: Respond to incoming calls and emails, providing high-quality support and resolving client queries related to procurement tools and processes. Effectively receive and document clear and accurate help requests from IBM internal clients and suppliers.
• Resolve System Queries: Utilize problem-solving skills to determine the root cause of system issues and provide solutions or escalate to Level 2 contact as needed. Gather relevant problem information and generate problem reports.
• Maintain Accurate Records: Create a call log for every help request, ensuring accurate contact information is obtained and problems/questions are accurately documented.
• Consult Knowledge Database: Effectively consult the knowledge database for guidance in responding to client's questions and utilize knowledge of supported procurement applications.
• Provide Regular Feedback: Offer regular updates to clients on the status of their tickets, ensuring timely resolution and follow-up.

Requirements & Tech Stack

• Exposure to Procurement Tools: Familiarity with IBM procurement tools and processes, including procurement applications and accounts payable systems.
• Experience Working with Call Centers: Exposure to call center operations, including professional call handling skills and providing high-quality support to clients.
• Basic Understanding of Problem-Solving: Experience with problem determination and resolution, including gathering relevant problem information and escalating issues as needed.
• Data Entry and Record-Keeping: Experience maintaining accurate records, including creating call logs and documenting client interactions.
• Familiarity with Knowledge Databases: Exposure to utilizing knowledge databases for guidance in responding to client queries and resolving issues.

Qualifications

• Bachelor's Degree
• Designated Language Skills: Proficiency in additional languages may be beneficial.
• Software Specific Skills: Familiarity with software applications such as Excel may be useful.
• Coaching and Client Requirements: Knowledge of internal clients' requirements and coaching skills may be advantageous.