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Specialist - Procurement Support Desk
2 weeks ago
Job Description
Alimentation Couche-Tard Inc., (ACT) is a global Fortune 200 company & a leader in the convenience store & fuel space with over 16,800 stores globally. It has footprint across 31 countries & territories. At the Circle K Business Centre in India (ACT company), we are #OneTeam, leveraging Transformation and Operations together to strengthen our global capabilities. Our Global Procurement Centre of Excellence, set-up in Gurugram (India) aims to build a world class team that will focus on solving our global procurement challenges every day, in terms of operations as well as transformation requirements
About the role
We are seeking an experienced Procurement Support Desk Specialist to join our Global Procurement Centre of Excellence (CoE) team in Gurugram and act as the first point of contact for procurement-related queries. This position also offers an exciting opportunity for the hired candidate to also be part of and drive the operational aspects of procurement transformation via streamlining the ways of working to make support desk process more efficient, while always collaborating with global stakeholders in a dynamic, fast paced & data-driven environment.
The ideal candidate needs to have a detail-oriented approach and be proactive with a strong background in query management, ticket handling, and ServiceNow (or equivalent workflow platforms), ensuring timely and accurate resolution of procurement issues while maintaining high customer satisfaction.
Roles and Responsibilities
Manage and resolve procurement-related queries through ServiceNow / ticketing tools within defined SLAs
Serve as a central point of contact for internal stakeholders regarding procurement policies, processes, and vendor-related escalations
Monitor, prioritize, and escalate unresolved queries to appropriate teams when required
Maintain knowledge base articles, FAQs, and process documentation to support query resolution
Support process improvement initiatives to optimize efficiency of procurement operations
Generate regular reports on query resolution performance, trends, and recurring issues
Partner with cross-functional teams (Procurement, Finance, IT, Vendors) to address systemic issues and improve stakeholder experience
Job Requirements
Strong 5–8 years' experience in procurement operations, procurement support desk, or query management
Hands-on experience with ServiceNow (or similar ticketing/query management systems)
Strong knowledge of end-to-end S2P / Procurement processes (PR/PO, vendor onboarding, contracts, invoicing support, etc.)
Excellent communication and stakeholder management skills
Strong analytical and problem-solving ability
Ability to handle high query volumes while ensuring accuracy and efficiency
Proficiency in MS Excel and reporting tools for data analysis and performance tracking
Experience in working within a shared services / global support environment preferred
Ability to work independently and collaboratively in a fast-paced environment
Preferred Attributes
Ready to work in shift (generally India/UK/US)
Experience in working in Operations and/or large-scale transformation projects
Experience in process transition, automation, or continuous improvement projects
Ability to build & maintain strong relationships with suppliers & stakeholders
Exposure to Global Procurement or shared services environments
Proficiency in using ServiceNow or similar query mgt / workflow tools
Additional Qualifications
Attention to detail & a high level of accuracy
Team player with a 'can do' attitude
Ready to embrace new learnings every day
Stakeholder focus & adaptability to change
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