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End User Support Specialist
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Analyst Pay End User Experience Specialist
2 months ago
At Fluid - Solutions de Talents/Workforce Solutions, we are seeking a highly skilled Analyst Pay End User Experience to join our Global P2P Operations team. As a key member of our team, you will be responsible for efficiently managing P2P Service desk queries and improving end-user experience.
About the RoleThis is an excellent opportunity to join a dynamic team that plays an integral role in managing and improving the end user experience via the Concierge Helpdesk. As a P2P Operations Analyst, you will work in a collaborative environment, ensuring efficient P2P ticket management while maintaining high standards of service delivery and technical know-how.
Key Responsibilities- Process Accounts Payable queries via the Service Now platform within agreed Service Level Agreements (SLA) by maintaining E2E ownership
- Process and post invoices based on queries on SAP
- Ensure all compliance requirements are followed in the AP process
- Support regional queries related to Vendor Master, Expense Management, etc.
- Communicate with requestors/end users, keeping customer satisfaction in mind
- Familiarize yourself with the E2E P2P Process to resolve escalations internally, limiting the amount of time spent and stakeholder involvement in resolution
- Perform RCA on escalations/issues to identify gaps and propose sustainable solutions to improve CSAT (Customer Satisfaction) score
- Collaborate with multiple teams to provide end-to-end solutions to end-users and identify scope for process improvements
- Ensure sound P2P processes are followed, and ticket management is completed in accordance with pre-established processes, documentation, and governance requirements
- Meet pre-determined Key Performance Indicators (KPIs)
- Leverage strong process expertise and awareness to drive best practices
- Resolve problems with an open mind, viewing them as challenges rather than obstacles
- Relationship and stakeholder management at different levels within the organization
- Answer inbound calls for customer queries via the Concierge Helpdesk
- Perform necessary actions based on requests received on the helpline
- Ensure all queries received on the helpline are resolved timely and accurately
- Act as a one-stop shop for E2E P2P queries
- Assist EU in P2P process familiarization surrounding their query
- Act as an advocate for P2P service delivery model service standard
- Take accountability for own performance and understand the impacts of behaviors and actions on others
We are looking for passionate candidates with:
- Bilingual French/English required, with Spanish seen as a strong asset
- 2-4 years of work experience in P2P domain with experience in Invoice Processing, Vendor Payments, and Reconciliation processes
- Experience working in Service Now/RTTMS environment and SAP
- Prior experience in customer experience/end user experience/customer satisfaction roles
- A process improvement mindset
- Ability to influence stakeholders
- Proven experience in delivery of process standardization and implementing best practices
- Ability to work in a fast-paced environment and adhere to tight deadlines
- Flexibility to support different geographies by working in different shifts
- A collaborative approach, ability to work across organizational lines, as a team
- Strong exposure to global business environments and global roles
- Effective interpersonal and communication skills
- Analytical and problem-solving skills
- A self-driven, proactive, result-oriented, structured attitude
- Excellent proficiency in Microsoft Office products
- Willingness to work in different time zones as per business requirements
Fluid - Solutions de Talents/Workforce Solutions is an equal opportunities employer and welcomes diversity in the workplace. Candidates must be qualified to work in Canada.
