Global P2P Purchasing Support Expert

Location

Secunderabad | India

Job description

• This position is part of the P2P Global Process Owner team within the Sanofi Business Services (SBS) organization reporting to the Global P2P Purchasing Operations Lead.

Role Purpose

• The purpose of the Global P2P Purchasing Support Expert is to provide globally an accurate Support of Purchasing solutions and processes
• Also the position is responsible to manage and maintain globally the eBuy system business configuration (Coupa platform) and assist with data analysis and reporting
• The Coupa System Expert will also be responsible for day to day task management and provide regular status updates and escalate issues as needed
• The Global P2P Purchasing Support Expert belongs to the L3 Purchasing Business Support team in P2P and delivers a sustainable and compliant support process: functional tool/solution expertise, support and guidance on Purchasing tools, systems and processes

Concretely the Global P2P Purchasing Support Expert will manage:

• Centralization of sensitive systems configuration to reinforce global standards and P2P/Purchasing Core Model.
• Recurring Activities: User Access Management, Ticketing, Sanity Checks & Core Model alignment, etc
• Reporting factory and KPI Management
• Internal Control Process & SoX Audits (P2P mitigating controls, internal and external audits)
• The Global P2P Purchasing Support Expert will work closely with colleagues in the SBS team as well as the Global Digital/ITS teams to prioritize user experience and support services.

Roles & Responsibilities

L3 Business Support and recurring activities:

• Provide Purchasing Process & Systems expertise and support via ticketing tools (C2R, One Support Portal, ServiceNow). Manage incoming tickets, issues or queries.
• Act as business P2P Purchasing specialist also with an end-to-end view on the Purchase-to-Pay Process (PR, PO, GR, Invoices). Able to clearly articulate solutions to complex technical problems in a clear and simple way.
• Support and guide eBuy Support teams (L2) all over the world to improve their skills and knowledge.
• Support internal testing, projects and system upgrade activities.
• Manage hypercare periods after project go-live: support system issues/queries from business users.

Identification of potential improvements to reduce the P2P Purchasing support cycle:

• Seek resolution of tickets at L1 or L2 level through communication, FAQ, technology support.
• Enhance and maintain the C2R Knowledge Base (One Support Portal P2P Purchasing articles)
• Handle escalations from Level 2 support team in collaboration with the Global BPO & P2P Support Model Lead.
• Provide centralized reporting and on-demand analysis (Reporting Factory on transactional data).
• Maintain training documentation accordingly to the last enhancements and tools upgrades.
• Provide KPIs on ticket resolution and internal SLAs.
• Provide subject matter expertise to ensure effectiveness and correct adherence to global policies, procedures and the P2P Core Models.
• Promote/enforce agreed P2P Core Model standards and best practices ensuring the proper alignment within the regions according to the Global P2P & C2R Strategy.
• Contribute to enhance existing support strategies to improve customer interaction in coordination with the P2P BPO & Support Model Lead.

eBuy System Global Business Configuration/Administration:

Manage functional/business eBuy and/or P2P Purchasing systems global configuration worldwide:

• Manage Configuration Master Data taxonomy in the application in line with SAP configuration.
• Create, update and maintain approval workflow configuration.
• Create, update and maintain legal entities setup in the tool ensuring configuration consistency.
• Serve as a subject matter expert for the Coupa application, performing user training and maintaining required documentation in coordination with the Global P2P Purchasing Solutions Lead.
• Assist the P2P business community in the development of ad-hoc reports or queries using various tools. This will require the ability to understand data structures and analyze data retrievals.
• Work closely with Global Digital/ITS and with the Global P2P Purchasing Solutions Lead to escalate performance and functional issues with Coupa vendor product support.
• Provide subject matter expertise to ensure effectiveness and correct adherence to global policies, procedures and the P2P Core Models.

Audits, Internal Control Process Management and Compliance (SoX tools):

• Execute and manage the P2P Mitigating Controls (SoX controls) in Purchasing Tools, in line with P2P SOPs and Internal Control Manual.
• Strong Coordination/alignment to ensure guidance and compliance by all countries worldwide.
• Contribute to local or regional audits in regards to P2P.
• Manage SoX Central Audit

About you

• Demonstrated transversal mindset and ability to work across processes, geographies, languages, cultures, business maturity levels. Skilled at working effectively and professionally with all business stakeholders at a regional or global level.
• Effective collaboration & communication skills: ability to communicate and present on different levels in the organization. Excellent written and oral communication skills.
• Sound experience in Customer Support related positions. Demonstrated strong focus on P2P systems functional administration and bug fixing (Level 3 Business Support).
• Good understanding of P2P and Purchasing processes and systems.
• Experience with ServiceNow and/or ticketing systems.
• Experience with Coupa Platform (PR to GR) (support, configuration, bugfixing).
• Experience with delivering service reporting - KPIs, SLAs, etc
• Ability to work efficiently; deliver high level of user experience service and proven track record of managing assignments with strict deadlines.
• Proven efficient analytical skills; attention to detail, diligently follow up on many items that are simultaneously in various stages of completion.
• Strategic thinking and process impact understanding. Rigorous, structured and methodical.
• Microsoft Office Proficiency: Advanced Level in Excel, Word and PowerPoint.

Background & Experience

• Engineer Degree (IT or equivalent) or Master Degree in Business Administration or Finance.
• At least 5 years of tangible customer service experience in advanced support functions roles (supporting functionally Coupa, SAP MM and/or P2P tools).
• Experience with work in an international environment.
• Coupa Platform Certification and Coupa Analytics Certification (it is a plus).
• Good understanding of the Purchase to Pay and Procurement processes and systems. Knowledge of Finance and Compliance. Good understanding of common IT solutions used within Sanofi.
• Very good Knowledge of Coupa Solution
• Deep knowledge of Sanofi business model and prior experience of working in a global environment, ideally in a Global Business Services environment or Global Functions.
• Proven experience of building solid partnerships with external service providers (Shared Services / BPO model) and external partners

Job tags

Salary