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IBM P2P Helpdesk Analyst in Taguig City, Philippines


Are you up for a challenge? Are you looking for your next career journey? Join us and become part of a diverse and global team of thinkers and doers. Work with exceptional, insightful, imaginative people that nurtures creativity and individuality.

Your Role and Responsibilities

Role: P2P Helpdesk Analyst

Employment Type: Regular

Location: Bonifacio Global City, Taguig

Shift: Night, 11pm - 8am

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.

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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.

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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.