Procurement Helpdesk

4 days ago

مصر, Egypt PepsiCo Full time

**Auto req ID**: 287458BR
- The role is responsible for Incident (INC) Management:

- Incident identification and recording
- Classification and initial support to the Users for the Incident
- Investigation and diagnosis of Incidents
- Escalation procedures for ensuring Incident resolution
- Incident resolution and restoring service to its normal operation
- Communicating with the User and Closing the Incident ticket
- Categorization of INC’s: Business Process Management / Catalog Management / IT Incident Management / Problem Management / Change Management / Vendor master data request for supplier creation/updates
- Prioritization of the work on open Incidents (INCs) according to a set of rules
- Manage communication throughout the lifecycle of the incident
- Logging, managing, resolving and closing the request raised by Users in Incident Tracking Tool, if it is in scope. If not, the HD agent routes the User to the correct helpdesk or service
- Assure adherence to Critical Incident Management Process
- Responding to status requests from Users (e.g. Requisition, New vendor, PO, Others)
- Responding to questions related to Procurement policies or procedures / Ad-hoc report creation/request
- Resolving the User’s query on the phone by providing a full information to the User
- Comply with User and vendor support requirements in accordance with agreed Policy and Procedures Manual
- Resolve P2P User (internal and external) and vendor inquiries in accordance with defined SLAs
- Address or escalate P2P Platform technical issues
- Escalate issues that cannot be resolved to PepsiCo
- Provide guidance and support to Users regarding proper buying channel, policies, etc.
- Resolve issues with ordered (and received) goods and services such as quantity, quality, shipment, etc. with vendors and Users
- Recommend updates to vendor master management processes
- Recommend commodity codes / material groups and hierarchy
- Recommend product ID maintenance, naming conventions, and hierarchy in order to support the outline agreement creation in the P2P Platform, as part of ongoing service innovation
- Collaborate with MDM team on system & solution design and maintenance following the Policies & Procedures Manual
- Propose data standards for vendor master records

**Qualifications/Requirements**:

- ** Bachelor's Degree in a relevant field**:

- ** Minimum 1-2 years of experience in Procurement field**:

- ** Excellent interpersonal skills (needs to be able to build relationships over the phone without meeting suppliers/customers on a regular basis)**:

- ** Experience in Incident Management is preferred**:

- ** Ability to understand the processes**:

- ** English Language Proficiency**:

- ** ERP (SAP / ARIBA) experience**:
**Relocation Eligible**: Not Eligible for Relocation

**Job Type**: Regular

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