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 Professional, you will provide support for procurement applications and processes, as well as accounts payable help requests, serving as a single point of contact for global procurement professionals and suppliers. This role requires strong knowledge of IBM tools and processes, as well as the organizational structure of global procurement. Your primary responsibilities will include:
- Manage Help Requests: Receive, document, and respond to help requests from IBM internal clients and suppliers, providing clear and accurate information to resolve issues.
- Conduct Call Handling: Handle calls in a professional manner, demonstrating courteous and empathetic behavior to clients who may be upset or angry, and providing high-quality standards to conduct calls.
- Provide Application Support: Offer how do I (walk-through) application or status support, and coach clients on the use of procurement applications.
- Escalate Problems: Gather relevant problem information, generate problem reports, and escalate issues to the appropriate Level 2 contact when necessary.
- Maintain Accurate Records: Create a call log for every help request, ensuring accurate contact information is obtained and problems/questions are accurately documented.
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.
- Understanding of Organizational Structure: Knowledge of the organizational structure of global procurement, including roles and responsibilities.
- Experience Working with Client Requests: Exposure to receiving, documenting, and responding to help requests from internal clients and suppliers.
- Familiarity with Call Handling: Experience with professional call handling skills, including providing high-quality standards to conduct calls and demonstrating courteous and empathetic behavior.
- Basic Understanding of Problem Solving: Exposure to gathering relevant problem information, generating problem reports, and escalating issues to the appropriate contact.
Preferred Technical And Professional Experience
- Designated Language Skills: Proficiency in designated language(s) to effectively communicate with global procurement professionals and suppliers.
- Software Specific Skills: Familiarity with software such as Excel to support procurement operations and client requests.
- Knowledge Database Utilization: Ability to effectively consult knowledge database for guidance in responding to client's questions and resolving issues.
