Operations Analyst

Nexus Systems Group Inc.; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading procurement solutions firm in Toronto is looking for an experienced operations support specialist. You will manage and triage intake requests, provide assistance in the source-to-contract process, and support contract owners globally. The ideal candidate will have at least 5 years of experience in operations or customer service, proficiency in Microsoft Office, and excellent communication skills. This role requires attention to detail and the ability to adapt to changing environments.

Qualifications

• 5 years of experience in operations or customer service.
• 2 years of experience using Microsoft Office, especially Excel.
• Strong written and verbal communication skills.

Responsibilities

• Review and triage goods/services intake requests.
• Provide support to contract owners in the procurement process.
• Log and track support issues and escalate as necessary.

Skills

Operations experience

Customer service skills

Analytical skills

Detail oriented

Tools

Microsoft Office (Excel, Word, PowerPoint)

ServiceNow

Job description

Overview

Typical Day in the Role and responsibilities include reviewing and triaging goods/services intakes, directing requestors to the correct sourcing channel, and delivering daily support to contract owners globally to enable the source-to-contract process. This includes engaging with requestors and Sourcing Managers, ensuring compliance with procurement policy and SOPs, and maintaining data quality and service delivery according to OLAs.

Responsibilities

• Review and triage goods/services intake requests, directing requestors to the correct sourcing channel.
• Apply knowledge of procurement policy and SOPs to triage intake requests.
• Interact with goods and services requestors and Sourcing Managers to review and clarify intake requests; challenge requestors to route low value and low risk requests to existing suppliers.
• Advise requestors to follow mandatory requirements highlighted in the Self-Service Sourcing Guide when Sourcing assistance is not required.
• Provide daily support to contract owners to navigate the source-to-contract process, including responding to inquiries and information requests via multiple channels.
• Log and track support issues/tickets; re-assign requests to other groups as needed.
• Operate procurement technology solutions to review supplier/contract records and update intake requests as needed.
• Populate and maintain the intake requests Master Data Base; update intake status daily to ensure dashboard accuracy.
• Execute the framework for Procurement Policy non-compliance and implement subsequent action plans.
• Prepare and update SOP documentation to ensure data quality and consistent delivery of service per OLAs.
• Prepare and update PRP documentation to resolve common problems.
• Escalate issues to the Manager and track resolution; consider Bank’s risk appetite and risk culture in day-to-day activities.

Qualifications

• 5 years of experience in operations, customer service, business help desk or support, branch management, project coordination, business administration, and/or business process improvement.
• 2 years of experience with Microsoft Office (Word, PowerPoint) and Excel (able to write formulas, use lookup/references, logical, and text functions).
• Good customer service skills when dealing with internal and external stakeholders (customer facing or operation).
• Good written, oral and presentation skills with the ability to synthesize information and make clear, concise recommendations.

Nice-To-Have Skills

• Experience with ServiceNow or other procurement tools is desirable.

Soft Skills

• Proven customer service skills and flexibility to adapt to changing environments.
• Team player; positive attitude.
• Strong organizational skills; detail oriented; analytical skills and data collection/manipulation experience.
• Fluency in English (written & verbal) and strong organizational skills.
• High level of self-motivation and initiative; ability to operate effectively as a team player.