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 Specialist, you will provide support for procurement applications and processes, as well as accounts payable help requests. This role serves as a single point of contact for global procurement professionals and suppliers, ensuring the procurement organization and client organization are well supported. Your primary responsibilities will include:
- Provide Call Center Support: Respond to incoming calls and emails, providing high-quality support and resolving client queries related to procurement tools and processes. Effectively receive and document clear and accurate help requests from IBM internal clients and suppliers.
- Resolve Problems and Escalate: Gather relevant problem information, generate problem reports, and escalate to the appropriate Level 2 contact when necessary. Provide regular feedback to clients on the status of their tickets.
- Maintain Accurate Records: Create a call log for every help request, ensuring accurate contact information is obtained and problems/questions are accurately documented.
- Utilize Knowledge Database: Consult the knowledge database for guidance in responding to client questions, and apply knowledge of supported procurement applications to resolve issues.
- Deliver High-Quality Service: Demonstrate courteous and empathetic behavior when interacting with clients, providing professional call handling skills and meeting high-quality standards.
Preferred Education
Bachelor's Degree
Job Summary
Required technical and professional expertise
Supports supplier governance operations across lifecycle, including supplier assessments, KYS, monitoring, reporting.
Key Responsibilities
- Support supplier risk assessments, questionnaire guidance, and reporting.
- Validate assessment responses and request more info.
- Distribute and validate KYS questionnaires.
- Perform basic triage of risk alerts.
- Track mitigation actions and supplier info.
- Generate weekly/monthly governance reports.
- Support supplier risk assessment including questionnaires, guiding owners, reporting outcomes.
- Manage due diligence (KYS) issuance, validation, follow-ups, escalations, and documentation.
- Perform external screening checks triage hits, escalate per matrix.
- Monitor ongoing due diligence alerts, adverse media, supplier risk changes.
- Manage pre- and post-contract actions, validate responses, track completion.
- Provide reporting for weekly, monthly governance outputs.
- Supplier Risk Assessment Support:
- Assist business/contract owners in completing the assessment questionnaire.
- Guide them through navigating secondary risk teams.
- Report the outcomes of the questionnaires.
- Repeat assistance as necessary until satisfactory completion.
- Due Diligence Questionnaire Support:
- Distribute the due diligence questionnaire to relevant parties.
- Trigger appropriate actions based on Procurement and Specialist Risk Teams inputs.
- Identify required follow-up actions, track their progress, and report status.
- Ongoing Supplier Due Diligence:
- Monitor contract and supplier risk alerts, triaging and escalating as per business rules.
- Maintain currency of questionnaire responses and supplier information.
- Track activities needed for remediation of identified gaps in questionnaires.
- Provide support in updating and maintaining the Risk Framework.
- Offer reporting support for risk-related activities.
Qualifications
Preferred technical and professional experience
- Strong analytical, communication, and stakeholder management skills.
- Degree in Supply Chain, Business, or Procurement.
- 13 years relevant experience.
- Experience in supplier governance, TPRM(Third party risk management), procurement operations.
