Procurement Operations Specialist

Introduction

IBM Finance & Operations is the foundation of IBM’s transformation, helping drive efficiency, transparency, and smart decision-making throughout the business. Our teams deliver the insight and operational discipline that support strategy, strengthen financial performance, and help IBM invest in innovation and growth. In Finance & Operations, you’ll blend analytical capability with teamwork and curiosity. You will collaborate with colleagues across functions and geographies, applying data, technology, and process excellence to build solutions that enhance performance and create measurable business impact. IBM also provides ongoing learning, career development, and a culture that recognizes and values diverse perspectives. Join our global organization and help keep IBM moving forward—while shaping your own future in a fast-moving, continually evolving environment.

Your Role And Responsibilities

As a Procurement Operations Specialist, you will assist with procurement applications and processes, including providing support for accounts payable help requests. This position functions as a single point of contact for global procurement professionals and suppliers, ensuring both the procurement organization and client organization are supported effectively.

Your Primary Responsibilities Will Include

• Provide Call Center Support: Answer inbound calls and emails, delivering high-quality assistance and resolving client questions related to procurement tools and processes. Capture, document, and maintain clear and accurate help requests from both IBM internal clients and suppliers.
• Resolve System Queries: Apply problem-solving skills to identify the root cause of system issues and deliver solutions or escalate to the Level 2 contact when required. Collect pertinent issue details and produce problem reports.
• Maintain Accurate Records: Create a call log for every help request, ensuring accurate contact information is captured and that problems or questions are documented correctly.
• Consult Knowledge Database: Use the knowledge database to guide responses to client questions, leveraging your knowledge of the supported procurement applications.
• Provide Regular Feedback: Provide consistent status updates to clients regarding their tickets, supporting timely resolution and appropriate follow-up.
  
  

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

• Exposure to Procurement Tools: Understand IBM procurement tools and processes, including procurement applications and accounts payable systems.
• Experience Working with Call Centers: Exposure to call center operations, including professional call-handling skills and the ability to provide high-quality support to clients.
• Basic Understanding of Problem-Solving: Experience with problem determination and resolution, including gathering relevant problem information and escalating issues when needed.
• Data Entry and Record-Keeping: Experience maintaining accurate records, including creating call logs and documenting client interactions.
• Familiarity with Knowledge Databases: Exposure to using knowledge databases to guide responses to client queries and help resolve issues.
  
  

Preferred Technical And Professional Experience

• Designated Language Skills: Proficiency in additional languages may be beneficial for effective communication with global clients and suppliers.
• Software Specific Skills: Familiarity with software applications such as Excel may support data analysis and record-keeping.
• Coaching and Client Requirements: Knowledge of internal client requirements and coaching skills may be advantageous for delivering customized support and guidance.