Advisor, BSO Service Desk

1002 LEGO Operac. MX, SA de CV; Monterrey; Presencial; MXN 420.000 - 620.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Family Care Leave

Insurance

Headspace wellbeing program

Colleague discount

Bonus scheme

Global teamwork

Descripción de la vacante

The LEGO Group in Monterrey, Mexico, is seeking a BSO Service Desk Advisor to deliver outstanding support across Finance Operations, Accounts Payable, and HR-related processes. You will handle inquiries via ServiceNow, email, and case management, triage escalations, and work with regional teams to ensure timely issue resolution and high customer satisfaction.

This permanent, full-time role offers cross-functional exposure and opportunities to drive process improvements while maintaining

Formación

• Experience in Finance Operations, Shared Services, AP, or customer service environments.
• Managed complex inquiries with stakeholder engagement.
• Applied service management practices to deliver quality support and meet SLAs.
• Supported customers through ServiceNow, email, and case management.
• Strong relationships with internal and external partners to drive outcomes.

Responsabilidades

• Deliver high-quality support for Finance Operations inquiries via ServiceNow and email.
• Review supplier statements, reconcile discrepancies and payment issues.
• Assist with invoice status inquiries and payment tracking.
• Support HR-related processes during peak periods and cross-functional coverage.
• Identify recurring issues and opportunities to improve service quality.

Conocimientos

Finance Operations

Customer Service

ServiceNow

Accounts Payable

Vendor Management

Educación

Bachelor's degree in Finance, Accounting, Business Administration or related field

Herramientas

SAP

Workday

ServiceNow

Concur

Descripción del empleo

Job Description About the Role

As a BSO Service Desk Advisor, you'll deliver exceptional support to external vendors, internal stakeholders, and business partners by managing inquiries and service requests across key Finance Operations processes. In this permanent role, you'll serve as a trusted point of contact for Accounts Payable, supplier management, Travel & Expense, invoice processing, payment inquiries, and reconciliation activities while helping drive a seamless customer experience across multiple service channels. While Finance Operations will be your primary focus, you'll also develop a working knowledge of HR processes to provide operational support and cross‑functional coverage when business needs require. You'll collaborate closely with service delivery teams, Centers of Excellence, and functional experts to ensure efficient issue resolution, strong stakeholder support, and continuous service improvement.

Required Qualifications

• Delivered support within Finance Operations, Shared Services, Accounts Payable, Customer Service, Service Desk, or a related operational support environment.
• Managed complex customer inquiries and resolved issues through effective problem‑solving and stakeholder engagement.
• Applied customer service and service management practices to deliver high‑quality support and meet service level expectations.
• Supported customers through multiple channels, including ServiceNow, email, and case management platforms.
• Built strong relationships with internal stakeholders, external vendors, and business partners to drive positive service outcomes.
• Bachelor's degree in Finance, Accounting, Business Administration, Human Resources, or a related field, or equivalent professional experience.
• Experience managing case triage, escalations, and handoffs to Tier 2 and Tier 3 support teams.
• Demonstrated ability to learn and support multiple business processes across Finance and HR operations.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities in a fast‑paced environment.
• Proficiency with systems such as SAP, Workday, ServiceNow, Concur, or similar enterprise platforms.

Preferred Qualifications

• Experience working in a global shared services, finance operations, or service desk environment.
• Supported process improvement, service excellence, or customer experience initiatives.
• Experience working with service metrics, operational reporting, and service level agreements.
• Familiarity with service management frameworks and best practices.
• Experience leveraging automation, digital solutions, or AI‑enabled tools to improve operational efficiency and service delivery.

What You’ll Build

• Deliver high‑quality support for Finance Operations inquiries through email, ServiceNow, and other service management platforms.
• Support vendors and stakeholders with inquiries related to invoice status, payment tracking, accounts payable transactions, supplier accounts, reconciliations, and Travel & Expense processes.
• Review and reconcile supplier statements, resolving discrepancies, outstanding balances, and payment‑related issues.
• Support landlord statement review and reconciliation activities for retail lease‑related processes.
• Provide guidance to employees regarding expense reporting, reimbursement status, Concur transactions, and corporate travel policies.
• Ensure inquiries and cases are resolved within established service levels while maintaining quality, compliance, and customer satisfaction standards.
• Maintain a working knowledge of HR processes and provide service desk support during peak periods or business continuity events.
• Identify recurring issues, service gaps, and improvement opportunities that enhance the stakeholder experience and operational efficiency.
• Contribute to continuous improvement initiatives that strengthen service quality and streamline business processes.
• Collaborate across regions and functions to deliver a consistent and customer‑focused service experience.

If You’ve Worked in a Similar Environment

If you've supported Finance Operations, Accounts Payable, supplier management, Travel & Expense, or shared services processes, you'll feel at home here. What matters most is your ability to combine operational expertise, customer focus, and problem‑solving skills to deliver accurate, timely, and efficient support.

Life on the Team

You’ll join the BSO Service Desk team, where we support employees, suppliers, and business stakeholders through critical Finance and operational processes. Our team operates within a collaborative global environment and works closely with regional teams to ensure consistent, high‑quality service delivery. We value professionalism, accountability, customer focus, collaboration, strong communication, attention to detail, and a continuous improvement mindset. It’s a place where ideas are welcomed, best practices are shared, and team members are empowered to make a meaningful impact on both stakeholder and business outcomes.

What Success Looks Like

Success in this role means becoming a trusted partner for Finance Operations support while consistently delivering exceptional customer service and operational excellence. Over the next 12 to 18 months, you’ll help strengthen stakeholder relationships, improve service delivery processes, and contribute to a more efficient and scalable support model. You’ll confidently manage complex inquiries, ensure compliance with established processes and controls, identify opportunities for continuous improvement, and support effective cross‑functional collaboration between Finance and HR operations. Through your contributions, you’ll help create a more responsive, consistent, and customer‑focused service experience for employees, suppliers, and business partners worldwide.

What’s in it for you?

• Family Care Leave – We offer enhanced paid leave options for those important times.
• Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
• Wellbeing – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based.
• Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.
• Bonus – We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.
• Your workplace – You’ll find this at the top of this advert and when you join the team, we’ll confirm this with you.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer. Thank you for sharing our global commitment to Children’s Rights. We conduct drug screening as a part of our drug‑free workplace policy and in support of our commitment to the health and safety of our employees.

If you would like to contact us regarding the accessibility of our web site or need assistance completing the application process, please contact the HR Service Desk at 1.860.763.7777, option #3.