Introduction

At IBM Finance & Operations, we are the backbone of IBM's transformation driving efficiency, transparency, and smart decision-making across the business. Our teams provide the insight and discipline that guide strategy, ensure financial strength, and enable IBM to invest in innovation and growth. Working in Finance & Operations means combining analytical skills with collaboration and curiosity. You'll partner with colleagues across functions and geographies, using data, technology, and process excellence to create solutions that improve performance and deliver measurable impact. IBM offers continuous learning, career development, and a culture that values diverse perspectives. Join us and be part of a global team that keeps IBM moving forward, while building your own future in a dynamic and evolving environment.

Your role and responsibilities

As a Procurement Operations Specialist, you will provide support for procurement applications and processes, as well as accounts payable help requests. This role serves as a single point of contact for global procurement professionals and suppliers, ensuring the procurement organization and client organization are well supported.

Your primary responsibilities will include:

* Provide Call Center Support: Respond to incoming calls and emails, providing high-quality support and resolving client queries related to procurement tools and processes. Effectively receive and document clear and accurate help requests from IBM internal clients and suppliers.

* Resolve Problems and Escalate: Gather relevant problem information, generate problem reports, and escalate to the appropriate Level 2 contact when necessary. Provide regular feedback to clients on the status of their tickets.

* Maintain Accurate Records: Create a call log for every help request, ensuring accurate contact information is obtained and problems/questions are accurately documented.

* Utilize Knowledge Database: Consult the knowledge database for guidance in responding to client questions, and apply knowledge of supported procurement applications to resolve issues.

* Deliver High-Quality Service: Demonstrate courteous and empathetic behavior when interacting with clients, providing professional call handling skills and meeting high-quality standards.

Required education
Bachelor's Degree

Preferred education
Bachelor's Degree

Required technical and professional expertise

* Exposure to Procurement Tools: Familiarity with IBM procurement tools and processes, including procurement applications and accounts payable systems.

* Experience Working with Call Centers: Understanding of professional call handling skills, including clear communication, problem determination, and conflict resolution.

* Knowledge of Organizational Structure: Basic understanding of the organizational structure of global procurement and its relationships with internal clients and suppliers.

* Familiarity with Problem-Solving: Exposure to problem-solving techniques, including gathering relevant information, generating problem reports, and escalating issues to higher-level contacts.

* Basic Software Skills: Familiarity with software applications, such as Excel, and ability to effectively utilize knowledge databases for guidance.

Preferred technical and professional experience

* Designated Language Skills: Proficiency in additional languages may be beneficial for effective communication with global clients and suppliers.

* Software Specific Skills: Familiarity with software applications beyond Excel, such as other Microsoft Office tools, may be advantageous in utilizing knowledge databases and resolving client queries.

* Procurement Application Knowledge: In-depth understanding of supported procurement applications and their functionality may enhance problem-solving capabilities and improve the quality of support provided to clients.

Years of Experience:
1-4