Source-to-Pay Helpdesk Specialist

Date: May 17, 2024

Location: Poznan, WP, PL, 60-166

Company: W. R. Grace & Co.

Requisition ID: 22920 

Built on talent, technology, and trust, Grace is a leading global supplier of catalysts and engineered materials. The company’s two industry-leading business segments—Catalysts Technologies and Materials Technologies—provide innovative products, technologies, and services that enhance the products and processes of our customers around the world. Grace employs approximately 4,300 people in over 30 countries.

Job Description

A highly cross-functional role would act as the primary resource to work with our diverse group of employees and suppliers by responding to their inquiries and solving their issues across the entire source-to-pay lifecycle

Responsibilities

  • Act as the Subject-Matter-Expert (SME) of the S2P Helpdesk
  • Analyze and provide secondary resolution on the chronic issues assigned by the S2P Helpdesk Tier 1 Support through the ticketing system
  • Perform deep-dive analysis on all assigned requests/ issues and escalate to the appropriate support group to expedite the requests and resolve system and/or data-related issues
  • Identify quality solutions and communicate such in an effective and timely manner
  • Perform call-back processes (customer facing) for both internal and external customers to expedite issue resolution
  • Contribute to ensuring that the team’s key performance metrics and targets are met
  • Improve efficiency and customer satisfaction by proactively seeking opportunities to optimize and improve existing processes and tools
  • Act as ancillary service and intelligence in providing feedback, resolution, and intelligence source for any process improvement breakthroughs
  • Collaborate with global team members involved in the source-to-pay process
  • Ensure close connectivity and alignment with the Integrated Supply Chain (ISC) organization
  • Understand Error Messaging across Source to Pay platforms and systems
  • Monitor and resolve technical issues related to interfaces between Ariba and various internal systems and ensure data accuracy
  • Handle defect tracking process, issue resolution, and escalation procedures
  • Creation of reports related to Source to Pay Helpdesk performance, projects, etc.
  • Act as backup support for S2P Helpdesk Tier 1

Required Qualifications

  • At least three years relevant experience in Source to Pay, Procure to Pay or Accounts Payable.
  • Excellent communication skills (speaking and writing). Must be able to write clearly and concisely in German and English.
  • Proficient in Microsoft applications (Word, Excel, Powerpoint, Access)
  • Work knowledge in SAP ECC 6, R3 or HANA
  • Work knowledge on Ariba Supplier Network
  • 2+ years’ experience on Ariba modules, such as, but not limited to the following:
    • Buying, multi- ERP edition
    • Commerce Automation
    • Supply Chain Collaboration for Buyers forecast add-on
    • Payables
    • Guided Buying

Preferred Qualifications

  • Proven ability to work independently with little direction, along with being able to work effectively in as part of a Source to Pay support team
  • Strong analytical, problem solving, and debugging skills

Grace is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Grace via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Grace. No fee will be paid in the event the candidate is hired by Grace as a result of the referral or through other means.