Specialist, SCM Operations

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Specialist, SCM Operations

Standard Chartered Bank
Chennai, Tamil Nadu
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3 hours agoFull–time
The Role Responsibilities

Business

Core Areas:
• The Help Desk Specialist role is to work and resolve queries received thru calls and Tickets to ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution to end user help requests.
• Knowledge in SCBuy – ER- SR-SP-CW-SPM module required for daily BAU support and deeper understanding on the S2P Process, including the TPR policies and standards , YEYT policies must
• In cases where the queries need support or guidance from Level 2 or Level 3 resolution group, the ticket need to be assigned to relevant resolution group and follow up till closure, this also includes raising tech issues with functional and tech team
• Help update of contents are available in DOI, SOP's, and other quick reference guides related to complete sourcing to pay aspects This includes the user guides and self help guide modules in SAP Ariba; SAP- SLP ; SAP – Risk module; SAP Sourcing to Contract module and People Soft AP – Eproc- T&E modules

Processes

Support Function:

Core Areas
• Creative hat on content writing; communications email format, content and distribution drafting.
• Very good in conducting training session on tools like service now, ePro and SAP to Pan Bank users
• Identify, recommend, develop and implement end user training programs to help in self-service by users and lesser query to the help desk
• Work in development and dissemination of Quick help guides; DOI's and FAQ lists
• Be an expert in modules viz SAP- ER; SR; SP; CW and SLP; PSAP ePro functional queries can thus be resolved in one go.
• Be an expert in SCM and R2P related Policies; Procedure and process.
• Help in develop, implement and administrate staff training on SAP modules; People soft modules, TPRM; Group policies related to SCM CoE and R2P related aspects to every team member in help desk
• Coordinate and help the team in getting relevant HW viz desktop and laptop and access to relevant tools which will enable them in handling and resolving queries
• Coordinating and conducting team bonding events virtual and face to face

Allied Areas
• Help in generating daily SLA Metrics and conduct daily huddles with team. Minute the MoM and follow up on closure points
• Help and work as team in sweeping on queries as per agreed procedure and assign