Buyer

Job Summary

he Global Procurement Helpdesk Analyst serves as the first point of contact for procurement-related queries and support requests from internal stakeholders, vendors, buyers, and business users across global locations. The role is responsible for managing procurement tickets, resolving system and process-related issues, providing guidance on procurement policies, and ensuring timely closure of requests while maintaining service level agreements (SLAs).

Key Responsibilities

Act as the primary support contact for procurement-related inquiries.Manage requests received through ticketing systems, email, chat, and phone.Provide support on Procure-to-Pay (P2P) processes including:

• Purchase Requisitions (PR)
• Purchase Orders (PO)
• Goods Receipt (GR)
• Invoice Processing
• Vendor Management
• Contract Queries

Resolve user issues related to procurement platforms such as SAP, SAP Ariba, Coupa, Oracle, or other ERP systems.

Skill Requirements

• Procurement Operations
• Procure-to-Pay (P2P)
• Source-to-Pay (S2P)
• Vendor Management
• Contract Management Basics
• Invoice Processing

Technical Skills

• SAP / SAP Ariba / Coupa / Oracle Procurement
• ServiceNow or Ticketing Tools
• Microsoft Excel (Advanced)
• Power BI (Preferred)
• Microsoft Office 365

Soft Skills

• Excellent communication skills
• Strong customer-service orientation
• Problem-solving and analytical skills
• Stakeholder management

Other Requirements

Ticket Resolution SLA (%)First Contact Resolution RateTicket Closure RateCustomer Satisfaction Score (CSAT)Escalation Reduction RateAverage Resolution Time (ART)Procurement Compliance AdherenceKnowledge Base Utilization