P2p Help Desk Analyst

hace 2 semanas

Orotina, Costa Rica GSK A tiempo completo

Site Name:
Costa Rica - Cartago - Tres Rios

Posted Date:
May 9 2023

_ Your Responsibilities_:
This role gives YOU the opportunity to lead key activities to progress YOUR career, the main of these are

  • Provide timely Finance service desk support to customers.
  • Provide detailed documentation of all steps involved in resolving customer issues.
  • Escalate issues to the appropriate department and personnel by following escalation path when applicable.
  • Keep incidents tickets updated daily.
  • Help other members in any appropriate way when needed.
  • Ability to have flexible schedule working in different shifts.
  • Connect with backoffice teams (invoice processing, payments, vendor master, etc) to solve different cases.
  • Ensure the correct management of the system through the different channels available.
  • Maintaining a positive relationship with our Top vendors.
  • Maintains quality results by adhering to standards and guidelines.
  • Take ownership of your own development by identifying training needs and discuss them with the Senior Analyst or Supervisor.
  • Alert your leadership team when training material (Onenote, Help Articles, SOP ́s) requires to be updated.
  • Alert your leadership team about performance issues, KPI ́s at risk (VOC, ABR and SLA ́s) and/or sensitive cases that require urgent resolution.
  • Ability to manage different tasks and be able to prioritize according to the business needs.
  • Lead and/or participate on market Commcells by preparing beforehand and making sure that important issues in the process are raised, as well as ensuring that any open actions are completed.
  • Analyze accounts and prepare reports as needed, through information obtained from the system, to maintain consolidated information in a timely and healthy manner for the correct decisionmaking of the company (ICSS reports, excursion report, P2P Control 026).
  • Carry out Supplier Reconciliations as required, always within the guidelines of internal controls and data management.
  • Assist to internal and external clients, by advising and evacuating queries, to guide them in the handling or processing of the information sent or requested.
  • Participate and actively support the implementation of all improvement and development programs promoted by the company.
  • Followup of open cases according to the SLA of the process, with the aim of resolving them in the shortest time possible.
  • Prioritize escalations from Top Vendors and any other issues that can have a negative impact for GSK.
**_
Why you? _**
_Basic Qualifications:_ We are looking for professionals with these characteristics to achieve our goals:

  • Excellent written and oral communication skills in English. B
  • Excellent written and oral communication skills in French
  • Excellent analytical and problemsolving skills.
  • Excellent customer service orientation.
  • Ability to adjust and adapt to situations in a timely manner.
  • Motivated selfstarter, proactive with initiative to work and learn.
  • Ability to multitask and use various tools simultaneously.
  • Ability to maintain high standards of work while under reduced supervision.
  • Punctual and able to manage time according to service.


GSK is a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together - so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns - as an organisation where people can thrive.

Getting ahead means preventing disease as well as treating it, and we aim to positively impact the health of 2.5 billion people by the end of 2030.

Our success absolutely depends on our people.

While getting ahead of disease together is about our ambition for patients and shareholders, it's also about making GSK a place where people can thrive.

We want GSK to be a workplace where everyone can feel a sense of belonging and thrive as set out in our Equal and Inclusive Treatment of Employees policy.

We're committed to being more proactive at all levels so that our workforce reflects the communities we work and hire in, and our GSK leadership reflects our GSK workforce.

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