STS Tier 2 Support Associate Specialist (Japanese Speaker)

Job Description

R332969 STS Tier 2 Support Associate Specialist

Our company’s Global Business Solutions (GBS) organization is responsible for the design, governance, and execution of global processes. Within GBS, the Source to Settle (STS) organization is responsible for ensuring employee purchase orders and supplier invoices and payments are processed timely and efficiently. The STS process includes Vendor Master Data setup, Supplier Onboarding, Purchasing, Invoicing, Settlements, and the STS Service and Relationship Delivery.

Reporting to the STS Service and Relationship Delivery (SRD) Tier2 Support Manager, Associate Specialist STS Service and Relationship Delivery Tier2 Support is accountable to support STS related queries and escalations for internal/external customers. Actively working on case management. The position will be part of a team of STS SRD Specialists found in one or more of our company’s Business Services Centers (BSC) based in Czech Republic, Costa Rica, and Malaysia.

They will deliver and execute STS SRD Tier2 processes applying ‘’Follow the Sun Model’’.

The STS SRD activities will be performed in accordance with compliance requirements and global process design. The primary objective of the team is to ensure cases and issues escalated to the STS SRD level (Tier2) are taken care in a timely manner and the solutions provided for the future use.

Position Responsibilities

• Part of a team of STS professionals executing STS SRD Tier2 processes Globally applying “Follow the Sun Model’’

• Ensure tickets are taken care with utmost quality and in timely manner (based on the defined SLAs)

• Understand their role in the end-to-end design.

• Deliver high quality service to employees and suppliers to increase customer satisfaction

• Effective collaboration with all the other STS subgroups to ensure a globally consistent approach

• Adhere to the global process design, policies, and compliance requirements

• Raise opportunities and pain points to help inform strategy for continuous improvement opportunities

• Identify common trends and themes in support group to identify long term solutions, reduce escalations

• Work closely with SRD Global Governance team on frequent flyers and other areas of opportunities

• Drive adoption and effective use of the ServiceNow platform for documenting and tracking service requests and issues

Education & Experience

• Bachelor's degree in accounting, Finance, Business Administration, or related fields preferred

• Minimum of 2 years demonstrated work experience within a General Accounting and/or Finance Shared Services, and/or Source to Settle area

• Business level fluency (oral and written) in Japanese and English required, additional languages desired

• Understanding of STS and surrounding processes

• Excellent diligence, problem solving and analytical skills a must

• Effective communication and interpersonal skills

• Continuous improvement mindset

• Customer focused and results driven

• Sense of urgency

• Demonstrates initiative

• Effectively work in a team environment – including sharing knowledge and expertise, and giving and receiving feedback, to enable a high performing team

Technical Skills Requirements

• Proficiency in Microsoft Office Apps (Excel, Word, PowerPoint at a minimum) required

• Organizational skills

• Written and verbal skills enabling effective communication

• Ability to operate independently and remain focused through change or uncertainty

• Customer service mind-set

• SAP and Ariba experience required

• Experience with Case Management tools

Current Employees apply

Current Contingent Workers apply

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

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