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Deputy Manager
1 year ago
Summary
The Service Desk Consultant is responsible for actioning all first level employee and vendor enquiries, triaging 2nd level escalations to relevant Accounts Payable team members to action and ensuring a high level customer satisfaction.
Monitoring tends in Service Now tickets with a view to making necessary changes in process or systems configurations to mitigate the issues.
Building supporting tools, templates and guidelines to support our internal users.
The ideal candidate will have impeccable customer relationship skills and be an expert at all Accounts Payable processesWhat you'll do
- Fully competent in all Accounts Payable processes to handle level 1 queries.
- Significant experience in using Service Now ticketing system.
- Highly customer focused with impeccable customer relationship skills.
- Take ownership of escalated tickets and triage tickets if needed to level 2 support.
- Perform ticket quality assessment and remediation where required on eligible tickets that do not meet SLA Catalogue requirements
- Regularly analyse trends in SNOW ticket enquiries with a view to improving the overall effectiveness of services and system configurations.
- Monitor the AP team’s adherence to process. Ensure all AP team members globally adhere to processes and SLAs.Provide customers with regular updates
- Concur system admin support and maintenance
- Ensure all AP documentation is up to date. Draft templates, forms and artifacts for end users.
- Support with ongoing projects as required.
- Support running AP run forums, trainings and education on AP processes to the business.
- Constantly seek feedback through monitoring of trends and provide insights into process improvements.
- Work with other teams to support process improvements.
- Drive further global process alignment across the AP teams.
- Maintenance of AP Sharepoint where required.
- Engage with IT on integration issues and enhancements
- Work with robotics and BI to support improvements to process
- Manage UAR globally.
What we're looking for
- 3+ years relevant experience in a similar customer service role
- 3+ years familiar with Accounts Payable processes and practices.
- At least 3 years’ experience using Service Now
- Some Concur System admin experience.
- Willing to challenge the status quo
- Ability to work in a fast-paced environment, including management of multiple deliverables to tight deadlines
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