Introduction
At IBM Finance & Operations, we are the backbone of IBM's transformation driving efficiency, transparency, and smart decision-making across the business. Our teams provide the insight and discipline that guide strategy, ensure financial strength, and enable IBM to invest in innovation and growth. Working in Finance & Operations means combining analytical skills with collaboration and curiosity. You'll partner with colleagues across functions and geographies, using data, technology, and process excellence to create solutions that improve performance and deliver measurable impact. IBM offers continuous learning, career development, and a culture that values diverse perspectives. Join us and be part of a global team that keeps IBM moving forward, while building your own future in a dynamic and evolving environment.
Your Role And Responsibilities
As a Procurement Operations Specialist, you will provide support for procurement applications and processes, as well as accounts payable help requests. This role serves as a single point of contact for global procurement professionals and suppliers, ensuring the procurement organization and client organization are well supported.
Your Primary Responsibilities Will Include
- Provide Call Center Support: Respond to incoming calls and emails, providing high-quality support and resolving client queries related to procurement tools and processes. Effectively receive and document clear and accurate help requests from IBM internal clients and suppliers.
- Resolve System Queries: Utilize problem-solving skills to determine the root cause of system issues and provide solutions or escalate to Level 2 contact as needed. Gather relevant problem information and generate problem reports.
- Maintain Accurate Records: Create a call log for every help request, ensuring accurate contact information is obtained and problems/questions are accurately documented.
- Consult Knowledge Database: Effectively consult the knowledge database for guidance in responding to client's questions and utilize knowledge of supported procurement applications.
- Provide Regular Feedback: Offer regular updates to clients on the status of their tickets, ensuring timely resolution and follow-up.
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
- Exposure to Procurement Tools: Familiarity with IBM procurement tools and processes, including procurement applications and accounts payable systems.
- Experience Working with Call Centers: Exposure to call center operations, including professional call handling skills and providing high-quality support to clients.
- Basic Understanding of Problem-Solving: Experience with problem determination and resolution, including gathering relevant problem information and escalating issues as needed.
- Data Entry and Record-Keeping: Experience maintaining accurate records, including creating call logs and documenting client interactions.
- Familiarity with Knowledge Databases: Exposure to utilizing knowledge databases for guidance in responding to client queries and resolving issues.
Preferred Technical And Professional Experience
- Designated Language Skills: Proficiency in additional languages may be beneficial for effective communication with global clients and suppliers.
- Software Specific Skills: Familiarity with software applications such as Excel may be useful in data analysis and record-keeping.
- Coaching and Client Requirements: Knowledge of internal clients requirements and coaching skills may be advantageous in providing tailored support and guidance.
