Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

Essential Duties/Principal Responsibilities

Provide first-line support for global P2P queries across Coupa and SAP S/4HANA
Manage and resolve tickets related to requisitions, purchase orders, invoices, and payments within SLA
Support end-to-end P2P processes, ensuring accurate transaction flow between Coupa and SAP
Investigate and resolve invoice discrepancies, blocked invoices, and payment issues
Troubleshoot and escalate integration issues between Coupa and SAP systems
Assist suppliers with onboarding, invoice submission, and queries via Coupa Supplier Portal
Coordinate with Vendor Master Data teams to ensure accurate supplier data in systems
Ensure compliance with internal controls, procurement policies, and audit requirements
Monitor KPIs (e.g., resolution time, query backlog) and support service delivery reporting
Perform root cause analysis on recurring issues and implement corrective actions
Collaborate with Procurement, Accounts Payable, Treasury, and IT teams
Contribute to continuous improvement, automation, and process standardization initiatives
Maintain accurate documentation, SOPs, and knowledge base articles
Support user and supplier training on P2P processes and tools Work toward improving AP
Act as SME for specific P2P areas (e.g., invoice processing, Coupa-SAP integration, supplier enablement)
Provide functional guidance and problem-solving support to junior analysts
Handle complex and escalated cases that require deeper system or process knowledge
Support standardization and harmonization across regions in SSC
Develop deeper expertise in Coupa SAP S/4HANA integration flows
Support troubleshooting of interface errors, data mismatches, and system defects
Participate in testing, defect validation, and deployment support for system changes
Coach and mentor junior team members

Minimum Qualifications: Education, Experience, Skills, Abilities, License/Certification:

Bachelor's degree in commerce, Accounting, Finance or Languages
3 – 7 years experience in Accounts Payable
Hands-on experience with Coupa S2P and SAP S/4HANA
Excellent communication skills (English)
Speak and write fluently English and 1or 2 other languages
Experience working in a Global Shared Services Centre
Prior experience in high-volume of queries
High attention to detail
Problem-solving ability
Customer-service orientation
Ability to work with tight deadlines
Advanced oral, written, and interpersonal communication skills. Strong presentation and facilitation skills to communicate with and persuade a wide range of audiences.
Preferred – Finance and or Procurement background

Physical Demands

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)

Work is conducted in an office environment. (5 days a week)
Regularly required to sit, stand, walk, reach with hands and arms, and move about the facility.
Ability to use hands and fingers dexterously to operate office equipment.
Regularly required to listen, talk to, and see employees daily via Teams or Online application.
Vision abilities required by this job include close vision.

Work Environment

(The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)

Office: Standard office equipment; work performed in an office setting free from any disagreeable elements.
Standard weekly job hours: 40 hours / 5 days a week
This requires the employee to work onsite three days per week (Tuesday to Thursday)
This role operates within a two-shift structure (9:00 AM – 6:00 PM IST and 12:00 PM – 9:00 PM IST) to support North America. The specific shift assignment will be determined during the recruitment and selection process, and the successful candidate will be expected to work in one of the assigned shifts.
For employees assigned to the Late Shift (12:00 PM – 9:00 PM IST), Xylem will provide company-arranged transportation from the workplace to the employee's home to ensure safety.
This position would be in Xylem Bangalore Office (Karle Town Center).

Xylem is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.

P2P Customer Support Snr Analyst