Job Description

The purpose of the Global P2P Purchasing Support Expert is to provide globally an accurate Support of Purchasing solutions and processes. Also the position is responsible to manage and maintain globally the eBuy system business configuration (Coupa platform) and assist with data analysis and reporting. The Coupa System Expert will also be responsible for day to day task management and provide regular status updates and escalate issues as needed.

The Global P2P Purchasing Support Expert belongs to the L3 Purchasing Business Support team in P2P and delivers a sustainable and compliant support process: functional tool/solution expertise, support and guidance on Purchasing tools, systems and processes.

Concretely the Global P2P Purchasing Support Expert will manage:

Centralization of sensitive systems configuration to reinforce global standards and P2P/Purchasing Core Model.

Recurring Activities: User Access Management, Ticketing, Sanity Checks & Core Model alignment, etc.

Reporting factory and KPI Management

Internal Control Process & SoX Audits (P2P mitigating controls, internal and external audits)

The Global P2P Purchasing Support Expert will work closely with colleagues in the SBS team as well as the Global Digital/ITS teams to prioritize user experience and support services.

Roles & Responsibilities

L3 Business Support and recurring activities:

- Provide Purchasing Process & Systems expertise and support via ticketing tools (C2R, One Support Portal, ServiceNow). Manage incoming tickets, issues or queries.

- Act as business P2P Purchasing specialist also with an end-to-end view on the Purchase-to-Pay Process (PR, PO, GR, Invoices). Able to clearly articulate solutions to complex technical problems in a clear and simple way.

- Support and guide eBuy Support teams (L2) all over the world to improve their skills and knowledge.

- Support internal testing, projects and system upgrade activities.

- Manage hyper care periods after project go-live: support system issues/queries from business users.

- Identification of potential improvements to reduce the P2P Purchasing support cycle:

- Seek resolution of tickets at L1 or L2 level through communication, FAQ, technology support.

- Enhance and maintain the C2R Knowledge Base (One Support Portal P2P Purchasing articles)

- Handle escalations from Level 2 support team in collaboration with the Global BPO & P2P Support Model Lead.

- Provide centralized reporting and on-demand analysis (Reporting Factory on transactional data).

- Maintain training documentation accordingly to the last enhancements and tools upgrades.

- Provide KPIs on ticket resolution and internal SLAs.

- Provide subject matter expertise to ensure effectiveness and correct adherence to global policies, procedures and the P2P Core Models.

- Promote/enforce agreed P2P Core Model standards and best practices ensuring the proper alignment within the regions according to the Global P2P & C2R Strategy.

- Contribute to enhance existing support strategies to improve customer interaction in coordination with the P2P BPO & Support Model Lead.

- eBuy System Global Business Configuration/Administration:

- Manage functional/business eBuy and/or P2P Purchasing systems global configuration worldwide:

- Manage Configuration Master Data taxonomy in the application in line with SAP configuration.

- Create, update and maintain approval workflow configuration.

- Create, update and maintain legal entities setup in the tool ensuring configuration consistency.

- Serve as a subject matter expert for the Coupa application, performing user training and maintaining required documentation in coordination with the Global P2P Purchasing Solutions Lead.

- Assist the P2P business community in the development of ad-hoc reports or queries using various tools. This will require the ability to understand data structures and analyze data retrievals.

- Work closely with Global Digital/ITS and with the Global P2P Purchasing Solutions Lead to escalate performance and functional issues with Coupa vendor product support.

- Provide subject matter expertise to ensure effectiveness and correct adherence to global policies, procedures and the P2P Core Models.

- Audits, Internal Control Process Management and Compliance (SoX tools):

- Execute and manage the P2P Mitigating Controls (SoX controls) in Purchasing Tools, in line with P2P SOPs and Internal Control Manual.

- Strong Coordination/alignment to ensure guidance and compliance by all countries worldwide.

- Contribute to local or regional audits in regard to P2P.

- Manage SoX Central Audit

About you:

- Demonstrated transversal mindset and ability to work across processes, geographies, languages, cultures, business maturity levels. Skilled at working effectively and professionally with all business stakeholders at a regional or global level.

- Effective collaboration & communication skills: ability to communicate and present on different levels in the organization. Excellent written and oral communication skills.

- Sound experience in Customer Support related positions. Demonstrated strong focus on P2P systems functional administration and bug fixing (Level 3 Business Support).

- Good understanding of P2P and Purchasing processes and systems.

- Experience with ServiceNow and/or ticketing systems.

- Experience with Coupa Platform (PR to GR) (support, configuration, bugfixing).

- Experience with delivering service reporting KPIs, SLAs, etc.

- Ability to work efficiently; deliver high level of user experience service and proven track record of managing assignments with strict deadlines.

- Proven efficient analytical skills; attention to detail, diligently follow up on many items that are simultaneously in various stages of completion.

- Strategic thinking and process impact understanding. Rigorous, structured and methodical.

- Microsoft Office Proficiency: Advanced Level in Excel, Word and PowerPoint.

Background & Experience:

- Engineer Degree (IT or equivalent) or Master Degree in Business Administration or Finance.

- At least 5 years of tangible customer service experience in advanced support functions roles (supporting functionally Coupa, SAP MM and/or P2P tools).

- Experience with work in an international environment.

- Coupa Platform Certification and Coupa Analytics Certification (it is a plus).

- Good understanding of the Purchase to Pay and Procurement processes and systems. Knowledge of Finance and Compliance.

- Very good Knowledge of Coupa Solution

- Deep knowledge of global business model and prior experience of working in a global environment, ideally in a Global Business Services environment or Global Functions.

- Proven experience of building solid partnerships with external service providers (Shared Services / BPO model) and external partners.

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