GBS Ariba Support Specialist
Smith & Nephew
El Coyol, Provincia de Alajuela, San José, Costa Rica
hace 3 días

Job Description

The Ariba Support Specialist is responsible for ensuring procurement transactions run smoothly and to help the Smith+Nephew user community resolve any issues they encounter related to this solution.

This position coordinates with Stakeholders, Management, Suppliers and the Ariba Enablement Team to achieve the resolution of all issues reported by end-users.

Main Responsibilities

  • Be the first point of contact for all Ariba support tickets and chats
  • Management of Ariba ticket queue in ServiceNow ability to triage effectively to the right teams
  • Manage Ariba chat to support requestors effectively and efficiently
  • Work with stakeholders to resolve ticket / issue
  • Escalation to Ariba SME’s / Tier 2 where appropriate
  • Interaction with Supplier Enablement team for vendor inclusion
  • Ability to train stakeholders on a one-to-one level via Skype / MS Teams
  • Data analytics on orders that are in each status and ensuring no orders get stuck in the process
  • Update any training materials where gaps are identified or more explanation could be given
  • Requirements

  • Degree in Business, Computer Science or Information Systems is preferred OR equivalent work experience
  • 1-2 years procurement experience preferably in an operations / helpdesk role
  • Experience in SAP Ariba will be an advantage
  • Experience in managing tickets through ServiceNow will be an advantage
  • Experience in dealing with stakeholders and leading them through the relevant process steps
  • Ability to train or guide users effectively to resolve issues
  • English language proficiency
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