Assistant Vice President/Help Desk Leader

4 weeks ago


Anywhere in IndiaMultiple Locations Ad Astra consultants Pvt Ltd Full time

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

(ref:hirist.tech)

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