Procurement Helpdesk Analyst (Chinese) - Global Support

IBM

Petaling Jaya

On-site

MYR 42,000 - 66,000

Full time

18 hours ago

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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.