STS Tier 2 Support Senior Specialist

hace 5 días


San José, San José, 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



  • San José, San José, Costa Rica MSD A tiempo completo

    Job DescriptionPosition OverviewGlobal Business Solutions (GBS) organization is responsible for the 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...


  • San José, San José, Costa Rica MSD A tiempo completo

    Job DescriptionPosition OverviewGlobal 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...


  • San José, San José, Costa Rica MSD A tiempo completo

    Job DescriptionPosition 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...


  • San José, San José, Costa Rica MSD A tiempo completo

    Job DescriptionPosition OverviewGlobal 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...


  • San José, San José, Costa Rica MSD A tiempo completo

    Job DescriptionPosition 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 the execution of the following processes: Vendor Master Data, Supplier Onboarding, Purchasing, Invoice Entry, Accounts Payable...


  • San José, San José, Costa Rica Hire IT People Inc A tiempo completo

    Role: Application Test Specialist (Tier 2)Location: 100% Remote - Can sit in Brazil, Costa Rica, El Salvador, or PeruMust-haves 3+ years of tier 2/desktop support for Windows operating systems Strong documentation and communication skills Ability to review test cases and document the error occurrences Strong internet access and ability to work fully...

  • Support Engineer Tier Ii

    hace 3 semanas


    San José, San José, Costa Rica Micro Focus A tiempo completo

    Micro Focus is one of the world's largest enterprise software providers. We deliver mission-critical technology and supporting services that help thousands of customers worldwide manage core IT elements of their business so they can run and transform—at the same time.Micro Focus is seeking a Change Guardian - Support Engineer Tier II to join its CyberRes...


  • San José, San José, Costa Rica DXC Technology A tiempo completo

    Job specifics/responsibilities: Receive input from various event sources, investigate it for unusual and potentially malicious behavior that may indicate security incidents, and escalate any suspicious activity or anomalies to the Tier 2 SIRCC Analyst team; During security incidents, liaise with the Tier 2 SIRCC Analyst and Tier 3 Incident Coordinator teams...


  • San José, San José, Costa Rica Datasite A tiempo completo

    Job Description:The Senior Service Desk Specialist plays a crucial role in our professional team, serving as the main point of contact for our internal customers. They provide top-quality support mainly through phone and remote tools, following established procedures for incident resolution. The position involves both technical and non-technical tasks, such...


  • San José, San José, Costa Rica Mastercard A tiempo completo

    Our PurposeWe work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our...

  • Support Specialist

    hace 3 semanas


    San José, San José, Costa Rica Webxloo, LLC A tiempo completo

    Job Overview:We are seeking a Support Specialist to join our team. The Support Specialist will be responsible for providing exceptional customer service and support to our clients. This is a dynamic role that requires strong communication skills and the ability to analyze and resolve customer issues.Responsibilities: Assist clients with product inquiries,...


  • San José, San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Amazon is a multi-national technology company and being proficient in English is a required qualification. CVs must be submitted in English as our recruitment team works in several jurisdictions. Completed University Bachelor's degree. 5+ years of Quality Assurance (QA), performance metrics and/or KPI audit experience. 3+ years of experience in...


  • San José, San José, Costa Rica Fragomen A tiempo completo

    Job DescriptionFragomen is a leading firm dedicated to immigration services worldwide. The firm has 6,000 immigration professionals and support staff in more than 60 offices across the Americas, EMEA and Asia Pacific. A member of the Am Law 100 and Am Law Global 100, Fragomen offers immigration support in more than 170 countries. Fragomen's professionals are...


  • San José, San José, Costa Rica Equifax A tiempo completo

    Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.What you'll do Will serve as the first point of contact for internal customers, Billing Ops, and internal departments at a Tier 1 level Ability to...

  • Software Support Tier-1

    hace 3 semanas


    San José, San José, Costa Rica OfficeSpace A tiempo completo

    OfficeSpace Software is the workplace management platform enabling the future of work, with software that helps teams plan, connect, and perform in the hybrid workplace. 1,000 of the world's top organizations use OfficeSpace to get the most out of their space and connect the people in it, with intuitive space planning, desk and room booking, employee...

  • Tier 2

    hace 3 semanas


    San José, San José, Costa Rica Realty Simplified LLC A tiempo completo

    Expanding Texas Based Real Estate company is looking for a motivated Team leader, we are looking for someone who's a quick learner that can help us grow and nurture our call center. This position requires a big picture thinker who is strategic in customer acquisition and retention. To hit the ground running you'll need a track record of increasing sales,...


  • San José, San José, Costa Rica Teleperformance Costa Rica A tiempo completo

    Are you passionate about customer advocacy and technical support? We are looking for a Product Support Specialist to join our team and work directly with customers to provide outstanding technical assistance and product support. Help us ensure our customers have the best experience possibleCompetencies: Comunication Skills, Customer Advocacy, Tech Savvy,...

  • Policy Risk Specialist

    hace 3 semanas


    San José, San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Bachelor's degree or 2+ years of experience working in relevant industries such as law, risk management, investigations, project or program management. Fluency in Spanish, English, and one of the following: Swedish, Danish or Norwegian. Proven ability to exercise judgment when policies are not well defined. High level of integrity and discretion to handle...

  • Policy Risk Specialist

    hace 3 semanas


    San José, San José, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo

    Bachelor's degree or 2+ years of experience working in relevant industries such as law, risk management, investigations, project or program management. Fluency in Spanish, English, and Italian. Proven ability to exercise judgment when policies are not well defined. High level of integrity and discretion to handle confidential information. Demonstrated...


  • San José, San José, Costa Rica Smartsheet A tiempo completo

    The Senior Fulfillment Operations Specialist is responsible for the timely and accurate review and processing of Smartsheet customer orders and across our global organization. You will ensure the accuracy, quality, and completeness of customer orders and invoices.In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve...