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P2P Helpdesk Analyst

Document current state:

Interview Procure to Pay team (AP, Procurement, Expense and Payroll) and document the current process of receiving, researching, and responding to customer service (“helpdesk”) inquiries (including internal [employee] and external [supplier] inquiries)
Create process flow charts to show how the current process works
Materialize the process by reporting on request categories, volumes, turnaround times, etc.
Review all incoming channels including phone, personal work email, group alias work email, in-person
Document pain points and interview P2P team to identify future needs/wants

Analyze and Recommend Solutions

Provide an analysis of the current state and recommend options for an ideal future state of the entire customer service inquiry lifecycle
Recommend tools, systems, process, resources needed to achieve future state
Recommend Helpdesk metrics and KPIs to report - and document the calculation, process and systems to collect metrics and KPIs
Highlight any compliance or SOX issues/risks

Documentation and Training

Develop Helpdesk SOPs that document step-by-step the processes by function
Provide management metrics, reports and support as needed
Create and/or update training materials as needed
Conduct status meetings

 

Skills

 

Strong communication/interpersonal skills, team leader/player, task management skills, project coordination/planning.
Excellent time management skills and ability to multi-task, prioritize.
Ticketing management software is preferred but not required.

Education

Relevant work experience preferred

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