STS Tier 2 Support Senior Specialist

hace 5 días

San Jose, Costa Rica MSD A tiempo completo

Job Description

Position Overview
Global Business Solutions (GBS) organization is responsible for the design, governance, and execution of global processes. Within GBS, the Source to Settle (STS) organization is responsible for ensuring employee purchase orders and supplier invoices and payments are processed timely and efficiently. The STS process includes Vendor Master Data setup, Supplier Onboarding, Purchasing, Invoicing, Settlements, and the STS Service and Relationship Delivery.

Reporting to the STS Service and Relationship Delivery (SRD) Tier2 Associate Director, the STS SRD Senior Tier2 Coordinator will be responsible for supporting analysts and assisting with complex/high-profile STS-related queries and escalations from internal/external customers. Incumbent is expected to ensure seamless execution of the "Follow the Sun Model". The position will be part of a team of STS SRD Specialists located in one or more of Business Services Centers (BSC) based in the Czech Republic, Costa Rica, and Malaysia.

The STS Service and Relationship Delivery Tier2 activities will be performed in accordance with compliance requirements and global process design. The primary objective of the team is to ensure first-in-class case resolution, that cases and issues escalated to the STS SRD Tier2 are taken care of promptly, with solutions provided for future use.
Position Responsibilities
Primary responsibilities for this position include, but are not limited to:

• Collaborate with and guide SRD professionals executing Tier2 Support – “Follow the Sun Model’’
• Monitor and improve metrics to ensure health of STS Tier2 function and STS in general
• Close partnership with relevant STS Sub teams especially SRD Governance team
• Collaborate with STS Support Global Process Owner organization to ensure consistent, high-quality delivery and consistency of defined support model
• Understand their role in the end-to-end design
• Deliver high quality service to employees and suppliers
• Support with supervisory activities within the STS SRD Tier2 team to ensure consistent team performance
• Support management activities related to resource utilization and timely delivery of tasks
• Assure that training framework and program for new starters is in place
• Raise opportunities and pain points to help inform strategy for continuous improvement opportunities
• Identify common trends and themes in support group to identify long term solutions, reduce escalations and complex issues
• Support with ServiceNow enhancements
• Support Markets with Audit requests
• Drive the adoption and effective use of the ServiceNow platform for documenting and tracking service requests and issues
Education & Experience
• Bachelor’s degree in accounting, Finance, Business Administration, or related fields preferred
• Minimum of 3 years of demonstrated work experience within a General Accounting and/or Finance Shared Services, and/or Source to Settle area
• Fluency in English required, additional languages are desired
• Strong understanding of STS Support and surrounding processes
• Experience supporting change initiatives
• Ability to effectively interact with more senior members of the organization
• Excellent attention to detail, problem solving and analytical skills a must
• Strong technical understanding of our systems especially case management
• Good communication and interpersonal skills
• Strong organization and time management skills required
• Continuous improvement mindset
• Customer focused and results driven
• Experience in process design and improvement
• Demonstrates initiative
• Effectively work in a team environment – including sharing knowledge and expertise, and giving and receiving feedback, to enable a high performing team
Technical Skills Requirements
• Proficiency in Microsoft Office Apps (Excel, Word, PowerPoint at a minimum) required
• Experience leading or coordinating projects
• Strong organizational skills
• Strong written and verbal skills enabling effective communication
• Ability to operate independently and remain focused through change or uncertainty
• Strong customer service mind-set
• SAP and Ariba experience required
• Experience with Case Management tools (ServiceNow)
Physical Position Requirements
• Occasional Business Travel may be required

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

07/20/2024

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.


Job Posting End Date:07/20/2024


A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.


Requisition ID:R301628

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