October 15, 2024

القاهرة الجديدة

Responsibilities:

Ticket Managment

Investigation and diagnosis of ticket reported issue
Ticket Categorization: (Problem Management / Technical Issue Management).
Prioritization of the work on open tickets according to a set of rules (Ticket prioritization P1 to P5)
Manage Problem tickets resolution and communication throughout the lifecycle of the ticket
Raise Incident ticket for technical issue to TOC team following defined process.
Resolve tickets in accordance with defined SLAs
Provide support in the languages and during the hours as defined
Assure adherence to Critical Ticket Management Process
Address or escalate Platform technical issues
Escalate issues that cannot be resolved to through defined channels.

Monitoring Reports Managment

Vendor Master Data

Support my BUY Vendor Managment process in ERP systems to correctly reflected in my BUY
Follow market based process and used tools; MDG, SNOW and SAP.
Collaborate with MDM, local control team and procrment on system & solution design and maintenance.
Communicate vendor updates to Content enablement team for category Card update

Service Category COE

Lead a helpdesk support sub - categories (UAM, PR, PO, GR, IR) to drive

Qualifications:

Excellent interpersonal skills (able to build strong connection with TOC and super users.
Experience in Ticket Management required
Procurement background recommended
Excellent English (written and spoken ) required. Additional language highly recommended.
ARIBA experience highly recommended
ERP experience (SAP, S4H) recommended
Bachelor´s degree required, master degree recommended
Minimum 2-3 years of experience