Helpdesk Agent (Japanese Speaker)

Overview

At IBM Finance & Operations, we play a crucial role in IBM's evolution, enhancing efficiency, transparency, and informed decision-making across the organization. Our teams deliver insights and discipline that shape strategic direction, safeguard financial stability, and empower IBM to invest in innovation and growth. A career in Finance & Operations combines analytical prowess with teamwork and inquisitiveness. You will collaborate with colleagues from various functions and regions, leveraging data, technology, and process excellence to develop solutions that drive performance and yield measurable results. IBM promotes continuous learning, career advancement, and a culture that embraces diverse viewpoints. Join us and contribute to a global team that propels IBM forward while advancing your career in a dynamic and evolving landscape.

Your Responsibilities

• Act as the primary point of contact for procurement and accounts payable inquiries received through email, ticketing systems, chat, or phone, delivering prompt and professional customer service.
• Oversee and resolve user requests, service tickets, and process-related inquiries connected to procurement operations, purchase requisitions, purchase orders, supplier onboarding, and invoice processing.
• Document, track, prioritize, and manage incidents and service requests via ServiceNow or other ticket management systems until they are resolved.
• Provide assistance to internal stakeholders and suppliers regarding procurement processes, policies, systems, and workflow requirements.
• Investigate and address procurement and P2P exceptions, such as PR-to-PO discrepancies, supplier registration inquiries, approval workflow delays, and system-related issues.
• Collaborate with Procurement Operations, Accounts Payable, Vendor Management, and technical support teams to ensure timely resolution of issues and effective escalation management.
• Monitor ticket queues and service levels to adhere to established SLAs and customer satisfaction objectives.
• Maintain precise documentation of issues, resolutions, process updates, and knowledge base articles to support ongoing improvement and knowledge management efforts.
• Identify recurring problems, root causes, and process deficiencies, and propose improvement opportunities to enhance service delivery and minimize ticket volumes.
• Support global stakeholders across various regions and languages while providing a high-quality customer experience and fostering strong business relationships.
  
  

Preferred Education

Bachelor's Degree

Required Technical And Professional Qualifications

• 0-2 years of experience in Helpdesk, Service Desk, Procurement Operations, P2P, or Shared Services settings.
• Familiarity with ServiceNow, Ariba, SAP, Coupa, Oracle, or similar procurement tools.
• Strong customer service and stakeholder management abilities.
• Experience managing ticket queues in SLA-driven environments.
• Exceptional verbal and written communication skills.
• Robust analytical and problem-solving skills.
• Capability to operate effectively in a fast-paced global support environment.