Helpdesk Project Specialist

Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role And Responsibilities

I. Position Description

• This is a highly cross functional role, an integral part of our procure to pay (P2P) team.
• Work with a diverse user base of employees and suppliers to solve their most challenging issues
  
  

spanning the entire procure to pay process.

• Utilize our flagship p2p tools, such as our Purchasing, Invoicing, and Travel and Expense systems, to actively support global users.
• Provide suggestions, enhancements and other process improvements to ensure we are constantly improving the user experience.
  
  

II. Scope Of Responsibilities

• Identify and investigate intermediate to difficult issues raised by our users (suppliers, tvc and
  
  

employees) related to end to end P2P processes.

• Identify the root cause of process gaps, knowledge gap, training gap, etc..
• Communicate effectively and timely to resolve issues.
• Perform basic processing requests such as assisting with urgent payments, or verifying
  
  

supplier identity for sensitive information updates

• Contribute to group success of meeting and/or exceeding operational metrics (SLAs)
• Improve internal efficiency and customer satisfaction by proactively identifying opportunities
  
  

to optimize existing or new processes and tools

• Collaborate with global set of IBM team members also working on p2p processes to drive
  
  

execution and resolution of the case

• Provides end to end excellent customer service
• Review applicability of containment and preventive actions with Team Leads/GOM
• Provide process improvements that will prevent the recurrence of client escalations
  
  

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

• Minimum 1 year relevant work experience in a customer support, or help desk role
• Strong soft skills including proven ability to turn frustrated customers into happy customers,
  
  

and communicate to employees at all levels within the organization

• Excellent communication skills including full working knowledge of written and spoken English
• Ability to work night shift hours to support US business hours (for MNL resources only)
• Experience working with finance or accounting-related products
• Attention to detail with the ability to effectively multitask and work independently
• Experience with Google Docs suite of products
• Previous experience with a major service ticket or incident management system (i.e. Remedy,
  
  

Track-IT) is a plus

• Additional languages are a plus
• Knowledgeable in creating desktop procedures (DTP)

Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role And Responsibilities

I. Position Description

• This is a highly cross functional role, an integral part of our procure to pay (P2P) team.
• Work with a diverse user base of employees and suppliers to solve their most challenging issues
  
  

spanning the entire procure to pay process.

• Utilize our flagship p2p tools, such as our Purchasing, Invoicing, and Travel and Expense systems, to actively support global users.
• Provide suggestions, enhancements and other process improvements to ensure we are constantly improving the user experience.
  
  

II. Scope Of Responsibilities

• Identify and investigate intermediate to difficult issues raised by our users (suppliers, tvc and
  
  

employees) related to end to end P2P processes.

• Identify the root cause of process gaps, knowledge gap, training gap, etc..
• Communicate effectively and timely to resolve issues.
• Perform basic processing requests such as assisting with urgent payments, or verifying
  
  

supplier identity for sensitive information updates

• Contribute to group success of meeting and/or exceeding operational metrics (SLAs)
• Improve internal efficiency and customer satisfaction by proactively identifying opportunities
  
  

to optimize existing or new processes and tools

• Collaborate with global set of IBM team members also working on p2p processes to drive
  
  

execution and resolution of the case

• Provides end to end excellent customer service
• Review applicability of containment and preventive actions with Team Leads/GOM
• Provide process improvements that will prevent the recurrence of client escalations
  
  

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

• Minimum 1 year relevant work experience in a customer support, or help desk role
• Strong soft skills including proven ability to turn frustrated customers into happy customers,
  
  

and communicate to employees at all levels within the organization

• Excellent communication skills including full working knowledge of written and spoken English
• Ability to work night shift hours to support US business hours (for MNL resources only)
• Experience working with finance or accounting-related products
• Attention to detail with the ability to effectively multitask and work independently
• Experience with Google Docs suite of products
• Previous experience with a major service ticket or incident management system (i.e. Remedy,
  
  

Track-IT) is a plus

• Additional languages are a plus
• Knowledgeable in creating desktop procedures (DTP)