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User Experience Senior Analyst

User Experience Senior Analyst

  • Location Malaysia - Central - Kuala Lumpur
  • Travel required No
  • Job category Procurement & Supply Chain Management Group
  • Relocation available No
  • Job type Professionals
  • Job code 132729BR
  • Experience level Intermediate
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Job summary

The User Experience Senior Analyst role is responsible for delivering a strong user experience for our internal end users through the development and deployment of our User Support Strategies. The main purpose of the role is to assure internal end users are enabled to follow a compliant and efficient Procurement process. As an expert in these Procurement processes, operations, strategies and organizations, key responsibilities include:

  • Acting as the 2nd line to identify, resolve and develop solutions to specific queries and systemic operational problems which cannot be resolved by the 1st Support Team (Helpdesk)
  • Providing professional guidance and technical coaching to the Helpdesk Team
  • Mentoring members of the Helpdesk Team as well as junior members within the User Experience Team
  • Being the primary contact and/or work with cross function teams for the high priority issues/high sensitivity cases
  • Collaborating with various Operational Excellence teams e.g. Helpdesk Operational Excellence, Supplier and User Experience Excellence team and Pune Operational Excellence team to improve GBS Procurement’s ability to execute within Procurement systems and operations
  • Contributing to the implementation of the CIS and myProcurement organization’s strategy by delivering on the priorities of he organization

The User Experience Senior Analyst role is responsible for delivering a strong user experience for our internal end users through the development and deployment of our User Support Strategies. The main purpose of the role is to assure internal end users are enabled to follow a compliant and efficient Procurement process.

Responsibilities

  • Issue resolution
    • Be the Subject Matter / Technical Expert for systems and processes within the myProcurement remit and act as a 2nd line support for complex queries
    • Extensive knowledge on end to end process for Source to Pay and a detailed understanding of GBS Procurement execution strategies
    • Develop relationships with key interfaces and stakeholders including high frequency users, Category Leadership, Sourcing and I&E
    • Coordinate Cross Functional teams focused on addressing the most complex issues
    • Support the team in ensuring we run RCA process designed to identify opportunities to improve GBS procurement operations or processes with the goal of reducing the need for future support
    • Closely monitor open IT Tickets and propose change requests if current Ariba/ Guided buying functionality does not cover Business needs
  • Project Support:
    • Actively participate in Regression Testing (RT) in case of request
    • Perform User Acceptance Testing (UAT) and ad hoc testing in case of request
  • GBS Procurement centers end user training and knowledge support:
    • Support the training strategy including: Audience, Schedule, Content, Facilitators
    • Create closed feedback loop to drive CI, support to improve FAQ and knowledge materials on myProcurement
  • In conjunction with the Knowledge Management team own the creation and deployment of critical Self-Help support materials (FAQs, job aides, quick reference, etc.) in support of our various S2C P2P systems
  • Support our End User Engagement Strategy including;
    • Support engagement strategy
    • Provide training/coaching to end users to upskill them on the relevant system as per the requirements
  • Execute against the Escalation or Prioritization process as needed
  • Support the optimization of user experience through identifying and executing on process improvement opportunities
Requirements
  • Relevant educational background or equivalent experience)
  • 3+ years of experience in Procurement Operations or equivalent
  • Expert in S2C and P2P systems, processes and deployments
  • A deep understanding of the Procurement Organization
  • Excellent communication and interpersonal skills
  • Ability to handle high volume and wide variety of activities
  • Strong conflict resolution skills
  • Demonstrated ability to work cross organizationally to resolve complex issues
  • Solid project management experience
  • Experience working cross culturally in an international environment
  • Resilient and experienced in working in multi-faceted environment
  • Procurement experience across Operations, Sourcing and Category
  • Expert in Procurement processes
  • Experience in developing training content
  • Led and implemented CI initiatives
  • Experience participate in high complexity projects
  • Technical expertise with Procurement systems and tools

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