What you will do
The R2P Triage Analyst will be responsible for interactions between the requesters and business partners, sourcing specialists, contract champions (as needed, as referred by Sourcing) and Accounts Payable or R2P Specialists (as needed) ensuring positive and compliant end user experience. These interactions would primarily be (but not limited to) providing general assistance with no touch transactions – i.e. Basic navigation guidance/help and more detailed assistance for low and high touch transactions - i.e. requisition creation, PO creation, receiving, PO closure and status updates. The R2P Triage Analyst may be assigned to one or more categories and may be rotated to other categories as a back-up for other R2P Triage Analyst.
The R2P Triage Analyst would also be responsible for ensuring a seamless experience for the requestor/business partner when using the sourcing and contracting services by coordinating the process/interactions with the associates in sourcing and contracting. The R2P Triage Analyst is also responsible for ensuring compliance to the defined processes when engaging with the various end users (requestor, business partner, Sourcing Operations or Strategic Sourcing and other fellow associates). Lastly, the R2P Triage Analyst may have the primary responsibility for requesting for maintenance of new or changes to the supplier data in concert with its use within the source-to-settle process.
Triage & Concierge Management
- Performs transactional support pertaining to sourcing/purchase request triaging, buying support, and requisition completion.
- Provides end user support for the Kenvue eMarketplace; Triaging low touch, high touch, and no touch (needing completion assistance) requisitions – following the category card instructions.
- Manages cases in Service Now.
- Support end user to deal with system/PR validation errors to smooth PR/PO conversion.
Stakeholder Management/Customer Service/L3 Helpdesk Escalation
- Deliver service excellence and maximize customer service satisfaction.
- Identify, resolve and communicate critical user support issues in a timely manner.
- Maintain professional attitude during service delivery and resolution of issues.
- Ensure proper and timely escalation of issues so that they are resolved to meet internal and external expectations.
- Use a considerable amount of discretion in escalating issues to appropriate parties – co-workers, team leads and process managers.
- Receive, analyze, and resolve Triage process inquiries and disputes that cannot be resolved by Level 2 helpdesk support.
Quality Management
- Ensure issues are properly documented, prioritized, tracked, and resolved within the Service Level Agreements (SLA).
- Perform root cause analysis on recurring and/or quality issues.
- Identify action plan for quality improvement.
- Work with different business functions for action planning and execution.
- Participate in Daily Management Systems to assess capacity, issues and focus areas.
What We Are Looking For
Required Qualifications:
- Academic background: Appropriate University/bachelor’s degree qualification is essential. A recognized qualification in procurement or R2P process would be considered an asset
- Experience: Required years of related experience: 1-3 Years
- Languages: English
- Demonstrated proficiency with Procurement & Finance/Accounting processes (Requisitioning, PO, Invoicing, General Ledger)
- Must have demonstrated experience with data analysis
- Strong written and oral communication skills with the demonstrated ability to interact with various levels of the organization
- Strong MS Excel, PowerPoint, and Word skills
