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Supplier Support Team Leader
2 weeks ago
Team leads will supervise the support analysts who will provide first line support to client suppliers on the SAP
Ariba solutions.
Responsibilities:
- The Supplier Support Team Lead leads and supervises the support analysts and will also perform supplier support duties as a help desk agent. Will be assigned to the service on a fulltime basis.
Key duties include:
- Manages the relationship between Service Provider and client for the service, including performing quality assessments on overall support progress and deliverables.
- Manages the support operations to ensure that client Senior Management Executives and Service Level
- Resolves all issues that the support analysts are unable to resolve.
- Train the support analysts to ensure continuous improvement of the Supplier Support Desk service;
- Collaborates with clients Super User Lead, BIIS Technical Support Teams where required to assist with o Issue resolution; o Continuous improvement of clients' interactions with suppliers; and o Continuous improvement of the Supplier Support Desk service and SLA.
- Manages the resources and operational activities.
- Tracks and improves the SLA deliverables from an operational level;
- Assist suppliers with any teething issue they face.
- Analyse and resolve nontechnical supplier issues.
- Escalate system and technical issues to the clients Super User Support function.
- For business clarification issues logged with the help desk, inform suppliers to log on the issues on the SAP
Qualifications:
- Bachelor's Degree in BCom Information Systems or BCom Informatics or BSc Computer Science or equivalent is essential
- SAP Ariba Certification advantageous, but not essential
Experience/Skills:
- One year (or more) internship in an IT role or a business role (procurement role advantageous)
- Knowledge of SAP Ariba advantageous
- Knowledge of SAP ECC advantageous
- Microsoft Office packages skills (Outlook, Excel, PowerPoint, Word) essential
- Conducting effective and value adding meetings essential
- Working under pressure and getting things done independently, essential
- Analytical and numerical skills including the meticulous management of master data essential
- Business writing skills essential
- Attention to detail, accuracy, results driven essential
- Customer service skills following up on open items/tickets essential
Job Types:
Full-time, Contract
Contract length: 12 months
Education:
- Bachelors (preferred)
Experience:
- SAP Ariba: 1 year (preferred)
- SAP ECC: 1 year (preferred)
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