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Global Proc Asst Analyst

PepsiCohyderabad, India

16 hours ago

Job description

Overview

The Helpdesk (HD) agent has as main objective to receive (logging), managing, resolving and closing Incidents / Service requests from end users using the myBUY tool.
Incident Management process includes : Identification & Logging - Categorization & Prioritization - Initial Diagnosis & Assignment - Investigation & Diagnosis - Resolotion & Recovery - Closure - Review.
The HD agent will be part of a team of #2 HD agents. Scope for the HD agent is AMESA.

Responsibilities

The role is responsible for Incident (INC) Management : Incident identification and recordingClassification and initial support to the Users for the IncidentInvestigation and diagnosis of IncidentsEscalation procedures for ensuring Incident resolutionIncident resolution and restoring service to its normal operationCommunicating with the User and Closing the Incident ticket

Categorization of INC’s : Business Process Management / Catalog Management / IT Incident Management / Problem Management / Change Management / Vendor master data request for supplier creation / updates

Prioritization of the work on open Incidents (INCs) according to a set of rules (Ticket prioritization P1 to P5)

Manage communication throughout the lifecycle of the incident

Logging, managing, resolving and closing the request raised by Users in Incident Tracking Tool (SNOW), if it is in scope. If not, the HD agent routes the User to the correct helpdesk or service

Assure adherence to Critical Incident Management Process

Responding to status requests from Users ( Requisition, New vendor, PO, Others)Responding to questions related to Procurement policies or procedures / Ad-hoc report creation / requestResolving the User’s query on the phone by providing a full and a satisfactory information to the UserAmendment on myBuy transactions performed by HD agentProper TB request handling in case HD agent is involved

Cooperate with PepsiCo third-party vendors to resolve issues, upon request ( Vendor Invoice resolution)

Comply with User and vendor support requirements in accordance with agreed Policy and Procedures Manual

Provide operation support (by phone and email) in the languages and during the hours as defined

Resolve P2P User (internal and external) and vendor inquiries in accordance with defined SLAs

Address or escalate P2P Platform technical issues

Escalate issues that cannot be resolved to PepsiCo

Provide guidance and support to Users regarding proper buying channel, policies, etc.

Resolve issues with ordered (and received) goods and services such as quantity, quality, shipment, etc. with vendors and Users

Master Data / Vendor Data

Recommend updates to vendor master management processes

Recommend commodity codes / material groups and hierarchy

Recommend product ID maintenance, naming conventions, and hierarchy in order to support the outline agreement creation in the P2P Platform, as part of ongoing service innovation

Collaborate with MDM team on system & solution design and maintenance following the Policies & Procedures Manual

Propose data standards for vendor master records

Assess new vendor requests in line with PepsiCo instructions

Qualifications

Good interpersonal skills (needs to be able to build relationships over the phone without meeting suppliers / customers on a regular basis)

Experience in Incident Management

Ability to understand the processes

Ideally with a Procurement background

Good English level (Very good written and spoken)

ERP (SAP / ARIBA) experience

Bachelor´s degree needed

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Global Proc Asst Analyst • hyderabad, India

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