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
- Serve as the first point of contact for procurement and accounts payable inquiries received via email, ticketing systems, chat, or phone, ensuring timely and professional customer support
- Manage and resolve user requests, service tickets, and process-related queries related to procurement operations, purchase requisitions, purchase orders, supplier onboarding, and invoice processing.
- Log, track, prioritize, and monitor incidents and service requests through ServiceNow or other ticket management systems until resolution
- Provide guidance to internal stakeholders and suppliers on procurement processes, policies, systems, and workflow requirements
- Investigate and resolve procurement and P2P exceptions, including PR-to-PO issues, supplier registration queries, approval workflow delays, and system-related concerns.
- Coordinate with Procurement Operations, Accounts Payable, Vendor Management, and technical support teams to ensure timely issue resolution and escalation management.
- Monitor ticket queues and service levels to ensure compliance with established SLAs and customer satisfaction targets.
- Maintain accurate documentation of issues, resolutions, process updates, and knowledge base articles to support continuous improvement and knowledge management initiatives.
- Identify recurring issues, root causes, and process gaps, and recommend improvement opportunities to enhance service delivery and reduce ticket volumes
- Support global stakeholders across multiple regions and languages while delivering a high-quality customer experience and maintaining strong business relationships.
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
- 0-2 years of experience in Helpdesk, Service Desk, Procurement Operations, P2P, or Shared Services environments.
- Experience with ServiceNow, Ariba, SAP, Coupa, Oracle, or related procurement systems.
- Strong customer service and stakeholder management skills.
- Experience handling ticket queues and SLA-driven environments.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving capabilities.
- Ability to work in a fast-paced global support environment.
