Global Procurement Senior Analyst

Overview PepsiCo has deployed the SAP/Ariba Procurement functionality to support the acquisition of indirect goods and services in multiple regions around the globe. The tool is branded myBUY and used by 10,000+ end users across 50+ countries with a central team supporting the PR2PO (Purchase Requisition to Purchase Order) process. The Helpdesk function is to support the end users in resolving incidents and service requests. Responsibilities The main objective of the Helpdesk (HD) to receive (log), manage, resolve and close incidents / service requests from end users using the myBUY tool. The Incident Management process includes: Identification & Logging - Categorization & Prioritization - Initial Diagnosis & Assignment - Investigation & Diagnosis - Resolotion & Recovery - Closure – Review. Incident (INC) Management and leading a team of 11 Help Desk Agents. Categorization and prioritization of the work on open Incidents (INCs). Manage communication throughout the lifecycle of the incident. Assure adherence to Critical Incident Management Process. Comply with user and vendor support requirements in accordance with the agreed policy and procedures. Resolve P2P user (internal and external) inquiries in accordance with defined SLAs. Address or escalate P2P Platform technical issues Qualifications Good People Management skills and experience of leading a team of 10+ Experience in Incident Management Ideally with a P2P (Procurement-to-Pay) background ERP (SAP / ARIBA) experience Bachelor´s degree required Proficiency in English (must) & Arabic (preferred) 6 - 8 Years of experience required