Services Assistant - III

Job Title; Business Support Specialist IV (note the level)
Location: Raleigh North Carolina
Onsite

Job Description:
The Business Support Specialist reports to the Business Support Supervisor of the North America Purchase to Pay (PTP) team and is responsible for taking an active role in executing improving and supporting the customer service framework in the North America PTP department. The focus of the role is to proactively ensure customer and supplier inquiries are resolved accurately timely and efficiently.

The successful candidate will be expected to be highly selfmotivated with proven experience in successfully supporting a best in class Business Support team providing best practice service delivery and actionable business insights.

Key responsibilities include:
Work closely with the global Business Support team to find trends perform root/cause analysis identify improvement and training opportunities to enhance the customer experience
Partner with other global PTP team members to standardize processes globally to ensure they are scalable to support the Companys continued growth
Effectively manage the perceptions and expectations of internal stakeholders
Maintain process integrity internal and SOX controls ensure compliance with the Controllers Manual and all applicable laws and regulations.
Accountable for service delivery against agreed and evolving KPIs and service partnership agreement
Provide thoughtful analysis and recommendations to foster dialogue with business leaders to make informed decisions based on trends performance and future projections.
Understand business direction key changes and needs; initiate and actively participate in the conversations on how Business Support needs to mold and adapt to stay proactive.
Effectively execute daily customer support activities using the ticketing system daily reporting and workflow activity.
Provide training and guidance to offshore team and to internal and external customers.
Interact successfully with global PTP team members
Ensure adherence to Company policies procedures SOX controls government and/or legal requirements
Support strategic and cross functional projects.

Knowledge and Skills:
Aspire to deliver an exceptional customer experience and process excellence.
A focus on innovation and continuous improvement.
Business Partnership build relationships and trust share ideas and work collaboratively
Ability to multitask and work well in a fastpaced environment
Excellent written listening and verbal communication skills
Excellent interpersonal skills an inquisitive mind and the ability to work effectively with multiple crossfunctional stakeholders.
Strong analytical skills and a critical thinker; must have the ability to use excellent judgment and resolve issues with dexterity and effective decision making.
Must have the ability to exercise independent judgment
Strong knowledge of operational business processes
Must have the ability to influence others build credibility and trust
Results orientation: The ideal candidate will be resultsdriven and must thrive in a fastpaced dynamic environment.
Ability to operate successfully across diverse geographical locations and cultures
High level of selfmotivation leadership positive attitude drive for achievement and a strong work ethic

Basic Requirements:
Bachelors Degree and 4 Years Experience or Associate Degree and 5 Years Experience or High School and 6 Years of relevant operational business support and customer services experience
Knowledge of best practice ERP systems
Experience in Accounts Payable organizations
Knowledge of US GAAP and SOX Controls required
Proficiency with Excel Word Outlook and PowerPoint

Preferred:
Knowledge of SAP S/4 HANA and SAP Ariba systems
Experience in Helpdesk ticketing environment within Financial Shared Services organization
Experience working in a multinational or global Finance organization
Experience in biotech or pharmaceuticals industry a plus

Additional Information:

Top 3 Skill Sets: full knowledge of PTP Processes specifically Full Cycle Accounts Payable FSS Support background & able to troubleshoot AP issues.

Top 3 Nice to Have Skill Sets : Currently Oracle or SAP experience (will be implementing SAP in 2022/23 attention to details able to work in high volume environment

Unique Selling Point of this role: Majority of the role is away from day to day transactional functions and majority providing support to business partners internally and externally.

Task break down (by %): 100% FSS Business Support

Disqualifiers: MUST HAVE AP experience