Associate Business Support Specialist

Our Global Business Solutions (GBS) organization is responsible for the design, governance, and execution of global processes. Within GBS, the Source to Settle (STS) organization ensures that employee purchase orders, supplier invoices, and payments are processed timely and efficiently. The STS process includes Vendor Master Data setup, Supplier Onboarding, Purchasing, Invoicing, Settlements, and the STS Service and Relationship Delivery.

Reporting to the STS Service and Relationship Delivery (SRD) Support Manager, the STS Tier 1 Associate Specialist is accountable for supporting STS related queries for internal and external customers. The role involves actively managing cases and responding to customers via phone. The position is part of a team of STS SRD Tier 1 Specialists located in our Company's Business Services Centers (BSC) in the Czech Republic, Costa Rica, and Malaysia.

The team will deliver and execute STS SRD Tier 1 processes by applying the "Follow the Sun Model" wherever possible.

The STS SRD Tier 1 activities will be performed in accordance with compliance requirements, Service Level Agreements (SLAs) and our global process design. The primary objective of the team is to ensure that all cases and issues raised to the STS Support Tier 1 team are addressed correctly, completely and in a timely manner. The team will focus heavily on first-time resolution of cases and eliminating handoffs. The team should ensure issues are resolved at the root cause to avoid recurring cases and provide the highest levels of customer service to ensure a positive customer service.

Position Responsibilities

Primary responsibilities for this position include, but are not limited to:

• Being part of a team of STS professionals executing STS SRD Tier 1 processes globally, applying the "Follow the Sun Model'' (wherever there is no language dependency).
• Ensuring tickets are taken care of with utmost quality and in a timely manner (based on the defined SLAs)
• Providing first-in-class customer support through the case management tool (ServiceNow) and telephony system
• Understanding their role in the end-to-end design
• Delivering high-quality service to employees and suppliers to increase customer satisfaction
• Collaborating effectively with SRD Tier 2 analysts as well as all other STS subgroups to ensure a globally consistent approach
• Adhering to the global process design, policies, and compliance requirements
• Raising opportunities and pain points to help inform strategy for continuous improvement opportunities
• Identifying common trends and themes in the support group to identify long-term solutions and reduce the number of cases created
• Working closely with SRD Tier 2 and the Global Governance team on frequent flyers and other areas of opportunity
• Driving adoption and effective use of the ServiceNow platform for documenting and tracking service requests and issues
• Using available ServiceNow dashboards to drive productivity as well as consistency
• Supporting other team members by providing cover when required

Education & Experience

• Bachelor's degree in accounting, finance, business administration, or related fields preferred
• 1 year demonstrated work experience within a General Accounting and/or Finance Shared Services, customer services, and/or Source to Settle area preferred, but not mandatory
• Business-level fluency (oral and written) in English is a must;
• Additional languages are required. Mandarin, Japanese, Vietnamese, or Korean language (both written and spoken, so you can freely interact with the customers)
• Understanding of STS and surrounding processes
• Strong diligence, problem-solving, and analytical skills are a must
• Excellent communication and interpersonal skills
• Continuous improvement mindset
• Customer-focused and results-driven
• Sense of urgency
• Demonstrates initiative
• Effectively work in a team environment – including sharing knowledge and expertise, and giving and receiving feedback, to enable a high-performing team

Required Attributes

• Proficiency in Microsoft Office Apps (Excel, Word, PowerPoint at a minimum) required
• Organizational skills
• Written and verbal skills enabling effective communication
• Ability to operate independently and remain focused through change or uncertainty
• Customer service mindset
• SAP ECC and Ariba experience desired
• Experience with case management tools is beneficial (ServiceNow)
• Positive, engaging disposition with high personal integrity, credibility, and energy
• Strong communication and interpersonal skills that are effective with various cultures

Physical Position Requirements

• N/A

Possible Career Moves

• Assoc. Specialist, STS Global Accounts Payable
• Assoc. Specialist, Vendor Master Data
• Specialist, STS Service and Relationship Delivery Tier 2 Support
• Specialist, Vendor Master Data
• Specialist, Supplier Onboarding
• Specialist, Non-PO Invoicing
• Specialist, Global Accounts Payable
• Specialist, Settlements