Procurement Systems & Process Support Lead (Hybrid)

Manulife; Quezon City; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

Manulife is seeking a Senior Procurement Specialist to deliver high-impact support for complex procurement systems and processes. You will serve as a key contact for system users, drive root cause analysis, and partner with IT and Process Owners to improve services.

The role emphasizes cross-functional collaboration, UAT participation, and documentation stewardship, with a hybrid working arrangement in a global procurement environment.

Qualifications

• 2–3 years in technical, systems, or application support roles in a shared services or global support environment.
• Strong customer-facing support experience; able to handle complex issues and escalations.
• Proven troubleshooting, root cause analysis, and issue resolution skills.
• Experience with enterprise systems, workflows, or integrated platforms; Bachelor's degree as listed.

Responsibilities

• Serve as a primary contact for Procurement system users with responsive, accurate support.
• Resolve complex issues involving system workflows, integrations, data dependencies, and configuration challenges.
• Perform diagnostics and root cause analysis to address recurring issues and propose solutions.
• Manage high-priority and sensitive concerns with ownership, minimizing business disruption.
• Collaborate with Process Owners, IT, and stakeholders to resolve escalations and support process improvements.
• Participate in system enhancements, including UAT, regression testing, and validation for stable releases.
• Maintain clear documentation, including troubleshooting guides and ticket records.
• Analyze support trends to identify opportunities to improve service quality and user experience.
• Ensure adherence to SLA commitments regarding responsiveness and resolution timelines.

Skills

Customer-facing support

Troubleshooting

Root cause analysis

Analytical thinking

Communication skills

Multitasking

Education

Bachelor's degree in Business/Information Systems/Supply Chain/Finance

Tools

Ivalua

Fieldglass

Concur

Cvent

Job description

Manulife is seeking a Senior Procurement Specialist to deliver high-impact support for complex procurement systems and processes. You will serve as a key contact for system users, drive root cause analysis, and partner with IT and Process Owners to improve services.

The role emphasizes cross-functional collaboration, UAT participation, and documentation stewardship, with a hybrid working arrangement in a global procurement environment.