A Helpdesk Analyst provides first and second line support to users of Supply Chain Systems on a day-to-day basis. As a part of the Supply Chain Systems Helpdesk team, he / she is under the guidance of the Helpdesk Team Leader.
He / She is expected to deliver quality service daily, ensuring that all issues are logged, prioritized and resolved within the Service Level Commitment.
He / She escalates identified system issues to appropriate support and drives closure. He / She also conducts user training on these tools as needed and helps in improving training modules.
Administer supplier research and set-up in Oracle
Work closely with Dun & Bradstreet on supplier research and mapping activities
Work with the Systems Team and Business Units in executing projects and tasks
Take ownership and responsibility for projects, tasks, and deliverables
Update established process documentation for changes to supplier management activities
Provide first level of support on Corporate Supply Chain Systems Tools by assisting with Helpdesk support as needed for operational coverage
Maintain high degree of customer service
Take ownership of user queries and be proactive when dealing with user issues
Escalate complex inquiries to System Admin or 3rd party support
Facilitate systems training as needed and recommend improvement on the training modules.
Candidate must possess a bachelor’s degree in IT, Engineering or Supply Chain related course.
Working knowledge of Oracle ERP, preference given for procurement / sourcing application experience
Background in ERP data migration
Minimum 1-year experience as Helpdesk Support, Customer Service or equivalent.
Minimum 1-year professional experience in Business Analyst role
Advanced Microsoft Office Applications skills particularly in Excel
Well-developed problem-solving and troubleshooting ability
Above average analytical skills
Excellent communication skills in both written and verbal
Excellent data management
Excellent interpersonal skills
Experience in analyzing, understanding and interpreting system requirements and specifications
Supply Chain / Procurement knowledge is an advantage
Strong team player, flexible, and able to work independently
Self-starter, motivated, and fast learner
Comfortable in working with people from different levels of the organization
Primarily Night Shift (9-hours shift between 8 : 00 PM 8 : 00 AM), but should be able to work on shifting schedule (AM, MID, GY) as needed