Specialist - Procurement Support Desk

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