Process Analyst (Chinese Bilingual)

IBM; Petaling Jaya; On-site; MYR 42,000 - 66,000; Full time

Job summary

IBM Consulting is hiring for a procurement support role in Malaysia. You will handle inquiries across email, ticketing, chat, or phone, resolving procurement and AP related requests and guiding stakeholders through policies and workflows.

The role requires 0-2 years in Helpdesk/Procurement Ops, familiarity with ServiceNow, Ariba, SAP, Coupa or Oracle, and strong Chinese language skills. Global support experience with a fast-paced team is advantageous.

Qualifications

• 0-2 years of experience in Helpdesk, Service Desk, Procurement Operations, P2P, or Shared Services environments.
• Experience with ServiceNow, Ariba, SAP, Coupa, Oracle, or related procurement systems.
• Strong proficiency in Chinese is a MUST.

Responsibilities

• Serve as the first point of contact for procurement and accounts payable inquiries via email, ticketing systems, chat, or phone, ensuring timely and professional customer support.
• Manage and resolve user requests, service tickets, and process-related queries related to procurement operations, purchase requisitions, purchase orders, supplier onboarding, and invoice processing.
• Log, track, prioritize, and monitor incidents and service requests through ServiceNow or other ticket management systems until resolution.
• Provide guidance to internal stakeholders and suppliers on procurement processes, policies, systems, and workflow requirements.
• Investigate and resolve procurement and P2P exceptions, including PR-to-PO issues, supplier registration queries, approval workflow delays, and system-related concerns.
• Coordinate with Procurement Operations, Accounts Payable, Vendor Management, and technical support teams to ensure timely issue resolution and escalation management.
• Monitor ticket queues and service levels to ensure compliance with established SLAs and customer satisfaction targets.
• Maintain accurate documentation of issues, resolutions, process updates, and knowledge base articles to support continuous improvement and knowledge management initiatives.
• Identify recurring issues, root causes, and process gaps, and recommend improvement opportunities to enhance service delivery and reduce ticket volume.
• Support global stakeholders across multiple regions and languages while delivering a high-quality customer experience and maintaining strong business relationships.

Skills

Chinese proficiency

Customer service

Ticket SLA

Verbal and written communication

Analytical and problem-solving

Fast-paced environment

Education

Master's Degree

Tools

ServiceNow

Ariba

SAP

Coupa

Oracle

Job description

Introduction A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Introduction A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

• Serve as the first point of contact for procurement and accounts payable inquiries received via email, ticketing systems, chat, or phone, ensuring timely and professional customer support
• Manage and resolve user requests, service tickets, and process-related queries related to procurement operations, purchase requisitions, purchase orders, supplier onboarding, and invoice processing.
• Log, track, prioritize, and monitor incidents and service requests through ServiceNow or other ticket management systems until resolution
• Provide guidance to internal stakeholders and suppliers on procurement processes, policies, systems, and workflow requirements
• Investigate and resolve procurement and P2P exceptions, including PR-to-PO issues, supplier registration queries, approval workflow delays, and system-related concerns.
• Coordinate with Procurement Operations, Accounts Payable, Vendor Management, and technical support teams to ensure timely issue resolution and escalation management.
• Monitor ticket queues and service levels to ensure compliance with established SLAs and customer satisfaction targets.
• Maintain accurate documentation of issues, resolutions, process updates, and knowledge base articles to support continuous improvement and knowledge management initiatives.
• Identify recurring issues, root causes, and process gaps, and recommend improvement opportunities to enhance service delivery and reduce ticket volume
• Support global stakeholders across multiple regions and languages while delivering a high-quality customer experience and maintaining strong business relationships.

Preferred Education

Master's Degree

Required Technical And Professional Expertise

• 0-2 years of experience in Helpdesk, Service Desk, Procurement Operations, P2P, or Shared Services environments.
• Experience with ServiceNow, Ariba, SAP, Coupa, Oracle, or related procurement systems.
• Strong proficiency in Chinese is a MUST

Preferred Technical And Professional Experience

• Strong customer service and stakeholder management skills.
• Experience handling ticket queues and SLA-driven environments.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving capabilities.
• Ability to work in a fast-paced global support environment.