Technical Analyst, Source-to-pay Centre of Excellence

2 weeks ago

Kuala Lumpur, Malaysia Prudential plc Full time

Technical Analyst, Source-to-Pay Centre of Excellence

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

**Responsibilities include, but are not limited to, the following**:
**Platform Support and Maintenance**
- Understand the Target Operating Model (scope and service level agreement) been set Platform Lead
- Master the relationship between the configuration and master data setup for each business unit
- Support each business unit related to system configuration, user management and master data creation/modification
- Always adhere to Universal Core Model and Master Data Governance document

**Functional and Technical Support**
- Perform system health check, manage back end and schedule integration events
- Deep dive technical issues related to the systems and come out with effective resolution.
- Analyse errors and fix issues (notably through transaction maintenance) or assign/coordinate with different teams to fix the issues

**Customer Satisfaction**
- Require meeting the following Key Performance Indicators (KPIs) set by the Prudential: -** First Response Time (FRT)**
** Average Handle Time (AHT)**
** Customer Satisfaction Score (CSAT)**
- Proactive in progressing the ticket status within the JIRA ticketing system
- Be proactive in reaching out to business to understand the request of ticket issues

**Reporting and Analytics**
- Support ad-hoc reporting request from the local business units across the group
- Understand the report limitation for each module within the system, including Analytics

**Documentation and Knowledge**
- Become the knowledge centre of technical expertise and S2P best practice
- Maintain the fields and configuration mapping document (by modules), covering all business units across the group

**Supplier Coupa Supplier Portal**
- Support any technical issues or queries from suppliers related to Coupa Supplier Portal
- Establish and maintain, frequently asked question with answers to assist the business users
- Maintain the functionality document of Coupa Supplier Portal to assist existing and new suppliers

Job ID 24090439

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