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Your Role and Responsibilities
Role: P2P Helpdesk Analyst
Employment Type: Regular
Location: Bonifacio Global City, Taguig
This is a highly cross functional role, an integral part of our procure to pay (p2p) team. A 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. Love great customer support and are driven to make people rave about their great experiences.
Scope of responsibilities
Identify and investigate intermediate to difficult problems raised by our user base (suppliers and employees) related to Supplier Payments and Travel & Expense concerns.
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
Provides end to end excellent customer service
Required Technical and Professional Expertise
BA/BS degree (In lieu of degree, relevant skills or equivalent experience)
Minimum 6 months relevant work experience in a call center, 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)
Preferred Technical and Professional Expertise
About Business UnitIBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.
Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.
Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.
It's time to define your career.
About IBMIBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries. IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.