Process Associate / Senior Process Associate

About the Role

This role supports order management and fulfilment operations, enabling smooth order processing, delivery coordination, and customer service activities. The individual will ensure accurate handling of transactions, invoicing, and reporting while maintaining compliance with established procedures and service level agreements. The role also involves demonstrating AI awareness, identifying opportunities to simplify repetitive work, and collaborating with business and automation teams to improve process efficiency.

Key Responsibilities

• Performing transactional analysis to ensure accuracy and completeness of order data
• Processing customer orders and managing order lifecycle activities
• Supporting order fulfilment activities to ensure timely delivery of products and services
• Creating and maintaining customer invoicing documentation as per business requirements
• Handling requests and incident management using ServiceNow tools
• Updating and maintaining order data in SAP systems, particularly within the Sales and Distribution (SD) module
• Generating and maintaining routine operational reports using Microsoft Excel and Power BI
• Validating documentation and approvals before processing transactions
• Coordinating with supply chain, finance, and customer service teams to resolve operational queries
• Ensuring compliance with order management procedures and documentation standards
• Managing multiple requests while meeting defined service level agreements (SLAs)
• Maintaining proper documentation and records for audit and compliance purposes
• Identifying repetitive, manual, or rule-based activities that can be simplified through automation, standard templates, workflow improvements, or digital tools
• Using AI-enabled tools responsibly for drafting, summarizing, data validation support, exception analysis, and productivity improvement, while ensuring human review and compliance with company policies
• Collaborating with business users, process owners, and automation teams to provide clear requirements, test scenarios, and feedback for automation or AI-supported process improvements

Requirements & Tech Stack

• SAP Sales and Distribution (SD) module
• SAP systems
• Microsoft Excel
• Power BI
• ServiceNow or similar ticketing tools
• AI-enabled tools
• AI
• Automation
• Digital tools

Qualifications

• Graduate in Commerce (B.Com) or related discipline — Mandatory
• Working knowledge of SAP Sales and Distribution (SD) module — Mandatory
• Basic understanding of order management and order fulfilment processes
• Experience or exposure to customer invoicing and transactional processing
• Proficiency in Microsoft Excel for data entry, reporting, and documentation — Mandatory
• Basic knowledge of Power BI for reporting and data visualization
• AI awareness and ability to understand practical business use cases for AI in order management, reporting, data quality checks, exception handling, and customer service support
• Basic understanding of automation concepts, including workflow automation, robotic process automation, low-code/no-code solutions, and business process improvement
• Ability to describe business requirements clearly for digital or automation solutions, including current process steps, pain points, expected outcomes, exceptions, and validation rules
• Familiarity with ServiceNow or similar ticketing tools
• Ability to follow standardized operating procedures and maintain transaction accuracy
• Basic understanding of data validation and record maintenance practices
• Demonstrates AI awareness by understanding where AI can support productivity, reporting, documentation, data review, and exception identification in business operations
• Uses AI tools responsibly with appropriate human validation, confidentiality, data protection, and compliance awareness
• Identifies automation opportunities by observing repetitive activities, high-volume transactions, manual reconciliations, recurring errors, and process bottlenecks
• Supports automation initiatives by providing process knowledge, sample data, test cases, user acceptance testing support, and business feedback
• Shows willingness to learn and adopt digital tools such as Power BI, Power Automate, ServiceNow workflows, SAP reporting features, and other business productivity tools
• Strong attention to detail and commitment to data accuracy
• Good communication and stakeholder coordination skills
• Ability to work in a process-driven and deadline-oriented environment
• Team collaboration and adaptability
• Strong organizational and time management skills
• Accountability and ownership of assigned tasks
• Solution-oriented mindset