Supplier Support Team Leader - Johannesburg, South Africa - Pink Elephant

Pink Elephant

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

JOB TITLE - SUPPLIER SUPPORT TEAM LEAD

Team leads will supervise the support analysts who will provide first line support to client suppliers on the SAP
Ariba solutions.

Responsibilities:

The Supplier Support Team Lead leads and supervises the support analysts and will also perform supplier support duties as a help desk agent. Will be assigned to the service on a fulltime basis.

Key duties include:

Manages the relationship between Service Provider and client for the service, including performing quality assessments on overall support progress and deliverables.
Manages the support operations to ensure that client Senior Management Executives and Service Level

Agreement (SLA) expectations are fulfilled.

Resolves all issues that the support analysts are unable to resolve.
Train the support analysts to ensure continuous improvement of the Supplier Support Desk service;
Collaborates with clients Super User Lead, BIIS Technical Support Teams where required to assist with o Issue resolution; o Continuous improvement of clients' interactions with suppliers; and o Continuous improvement of the Supplier Support Desk service and SLA.
Manages the resources and operational activities.
Tracks and improves the SLA deliverables from an operational level;
Assist suppliers with any teething issue they face.
Analyse and resolve nontechnical supplier issues.
Escalate system and technical issues to the clients Super User Support function.
For business clarification issues logged with the help desk, inform suppliers to log on the issues on the SAP

Ariba Message Board for the attention of the client's owner of the transaction.

Qualifications:

Bachelor's Degree in BCom Information Systems or BCom Informatics or BSc Computer Science or equivalent is essential
SAP Ariba Certification advantageous, but not essential

Experience/Skills:

One year (or more) internship in an IT role or a business role (procurement role advantageous)
Knowledge of SAP Ariba advantageous
Knowledge of SAP ECC advantageous
Microsoft Office packages skills (Outlook, Excel, PowerPoint, Word) essential
Conducting effective and value adding meetings essential
Working under pressure and getting things done independently, essential
Analytical and numerical skills including the meticulous management of master data essential
Business writing skills essential
Attention to detail, accuracy, results driven essential
Customer service skills following up on open items/tickets essential