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45083-1 - Int. SmartProcure Help Desk Analyst to support employee and supplier inquiries for a banking clients

Job Type: Contract
Positions to fill: 1
Start Date: Nov 21, 2022
Job End Date: May 20, 2023
Pay Rate: Hourly: Negotiable
Job ID: 124919
Location: Toronto
Position Title: SmartProcure Help Desk Analyst
Line of business: Procurement
Duration: 6 months
Working Location: Hybrid, in office once every 2 weeks (candidates should be in GTA so they can commute)

Role Mandate: SmartProcure/Coupa is an application used bank wide for internal employees used to log expenses, supplier invoices, purchases etc. The SmartProcure support team is a relatively new team that is looking to add a new Help Desk Analyst to support employee and supplier inquiries. The team is very supportive and collaborative. There are lots of opportunities to ask questions and get support from other team members without feeling micromanaged. The team has a chat system they use daily and also holds meetings every 2 days to discuss open items. The ideal candidate for this role would be someone with corporate/office admin service experience, can handle high volumes and likes to collaborate and work within their team.

General Information:
Supports the implementation and ongoing delivery of initiatives and programs for a Procurement operations environment that provides a consistent and exceptional stakeholder experience, maximizes employee productivity, supports procurement accountability, enforces internal / external control standards and minimizes risk. Delivers specific operational processes as part of ongoing management of the Procurement specialization. Provides subject matter expertise in the Procurement specialization from an operational perspective. Areas within the procurement operations environment include, but are not limited to, Cards Program (e.g. Corporate Cards, Ghost Cards, etc.), Purchasing, CMP & Supplier Enablement, Help Desk and system access management.

Must Have Skills:

• Typically between 2 – 3 years of Administrative/corporate environment experience (customer service that is not retail/service based)
Banking/FI experience (Procurement LOB)
• Knowledge of applicable risk and regulatory requirements and the impact on the business/group.
SmartProcure/Coupa experience
Excel experience
Service Now experience

Role Responsibilities:
• Checking ServiceNow tickets daily, triage tickets, ensure tickets are completed
• Checking supplier emails daily and managing daily email volumes
• Ad hoc weekly activities/special projects (ex: restarting invoices)
• Supports day to day operational processes, program management activities and administrative tasks for the Procurement specialty to achieve business results and deliver the intended employee experience.
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements.
• Communicates and reinforces principles, programs, process, and standards.
• Supports the development of tailored messaging, which may include writing, editing and distributing communications.
• Participates in the design, development, implementation, and management of core business processes.
• Analyzes data and information to provide insights and recommendations.
• Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Supports the development of tools and delivery of training focused on delivering business results.
• Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
• Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
• Develops knowledge related to operations specialty.
• Organizes work information to ensure accuracy and completeness.
• Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
• Analyzes issues and determines next steps.
• Broader work or accountabilities may be assigned as needed.

1 round