Assistant Vice President/Help Desk Leader
4 weeks ago
Summary/Purpose :
- As AVP - S2P Help Desk Leader, you will manage the S2P Help Desk team in supporting the management and resolution of issues and enhancements related to technology and processes.
- In this role you will collaborate with IT, System Administration and other functional teams to provide Tier 1 Customer Support for S2P users.
Key Responsibilities :
- Provide Leadership and strategic guidance for the S2P Help Desk team
- Collaborate with the Coupa teams to provide Level 1 support for all S2P help Desk support channels within the requisite SLA's for resolution
- Oversight and review of all S2P support channel inquiries
- Collaborate with various Level 2 support teams across S2P and cross -functionally with the financial systems development team
- Collaborate with IT teams which support Coupa Integrations and submit IT change tickets for enhancements and other system changes
- Collaborate with Coupa run support team for resolution of Product issues/defects
- Drive adoption of technology and Artificial Intelligence (AI) such as Tech Compass for enhanced support to Coupa users
- Lead & mentor team members on process execution and technical skills
- Other ad hoc duties as assigned related to S2P Help Desk teams
Required Skills/Knowledge :
- Minimum 5+ years of Business knowledge in Procurement, Accounts Payable (AP), Supplier Information Management (S2P) and/or Contracts (CLMA)
- Good understanding of S2P Coupa modules
- Experience in Data Analysis and problem-solving capabilities utilizing process expertise
- Experience working with Stakeholders to deliver on commitments
- Effective oral and written communications skills
Desired Skills/Knowledge :
- Understanding of Project Management and experience working on Agile teams
- Ability to make decisions based on quantitative analysis and creative thinking
- Working knowledge of ServiceNow or similar Ticketing system
- Strong self-starter, balanced with desire to achieve team goals
- Ability to handle sensitive issues with uncompromising Integrity and confidentiality
- Creative problem solver with ability to thrive in cross-functional and virtual environment
- Ability to adapt to rapidly changing work environment
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