Analyst Pay End User Experience Specialist

2 weeks ago

Montreal, Quebec, Canada Fluid - Solutions de TalentsWorkforce Solutions Full time
Job Title: Analyst Pay End User Experience

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 managing and improving the end-user experience via the Concierge Helpdesk.

About the Role

This is an excellent opportunity to work in a collaborative environment, ensuring efficient P2P ticket management while maintaining high standards of service delivery and technical know-how. Your scope will include:

  • Processing Accounts Payable queries via the Service Now platform within agreed Service Level Agreements (SLA) by maintaining E2E ownership
  • Processing and posting invoices based on queries on SAP
  • Ensuring all compliance requirements are followed in the AP process
  • Supporting regional queries related to Vendor Master, Expense Management, etc.
  • Communicating with requestors/end-users while keeping customer satisfaction in mind
  • Familiarizing yourself with the E2E P2P Process to resolve escalations internally, limiting the amount of time spent and stakeholder involvement in resolution
  • Performing RCA on escalations/issues to identify gaps and propose sustainable solutions to improve CSAT (Customer Satisfaction) score
  • Collaborating with multiple teams to provide end-to-end solutions to end-users and identify scope for process improvements
  • Ensuring sound P2P processes are followed, and ticket management is completed in accordance with pre-established processes, documentation, and governance requirements
  • Meeting pre-determined Key Performance Indicators (KPIs)
  • Leveraging strong process expertise and awareness to drive best practices
  • Resolving problems with an open mind, viewing them as challenges rather than obstacles
  • Relationship and stakeholder management at different levels within the organization
  • Answering inbound calls for customer queries via the Concierge helpline
  • Performing necessary actions based on requests received on the helpline
  • Ensuring all queries received on the helpline are resolved timely and accurately
  • Acting as a one-stop shop for E2E P2P queries
  • Assisting EU in P2P process familiarization surrounding their query
  • Acting as an advocate for P2P service delivery model service standard
  • Taking accountability for own performance and understanding the impacts of behaviors and actions on others
About You

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.

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