Global Procurement Senior Analyst
5 months ago
Overview:
PepsiCo has deployed the SAP/Ariba Procurement functionality to support the acquisition of indirect goods and services in multiple regions around the globe. The tool is branded myBUY and used by 10,000+ end users across 50+ countries with a central team supporting the PR2PO (Purchase Requisition to Purchase Order) process. The Helpdesk function is to support the end users in resolving incidents and service requests.
**Responsibilities**:
The main objective of the Helpdesk (HD) to receive (log), manage, resolve and close incidents / service requests from end users using the myBUY tool. The Incident Management process includes: Identification & Logging - Categorization & Prioritization - Initial Diagnosis & Assignment - Investigation & Diagnosis - Resolotion & Recovery - Closure - Review.
- Incident (INC) Management and leading a team of 11 Help Desk Agents.
- Categorization and prioritization of the work on open Incidents (INCs).
- Manage communication throughout the lifecycle of the incident.
- Assure adherence to Critical Incident Management Process.
- Comply with user and vendor support requirements in accordance with the agreed policy and procedures.
- Resolve P2P user (internal and external) inquiries in accordance with defined SLAs.
- Address or escalate P2P Platform technical issues
Qualifications:
- Good People Management skills and experience of leading a team of 10+
- Experience in Incident Management
- Ideally with a P2P (Procurement-to-Pay) background
- ERP (SAP / ARIBA) experience
- Bachelor´s degree required
- Proficiency in English (must) & Arabic (preferred)
- 6 - 8 Years of experience required
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