Overview PepsiCo has deployed the SAP/Ariba Procurement functionality to support the acquisition of indirects goods and services in PFNA, PBNA, LATAM, Europe, AMESA and APAC. 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. The Helpdesk agent (HD agent) has as main objective to receive (logging), managing, resolving and closing Incidents / Service requests from end users using the myBUY tool. Incident Management process includes: Identification & Logging - Categorization & Prioritization - Initial Diagnosis & Assignment - Investigation & Diagnosis - Resolotion & Recovery - Closure - Review. The HD agent will be part of a team of 4 HD agents. Scope for the HD agent is AMESA (Egypt/ UAE/ KSA). Responsibilities The role is responsible for Incident (INC) Management: Incident identification and recording Classification and initial support to the Users for the Incident Investigation and diagnosis of Incidents Escalation procedures for ensuring Incident resolution Incident resolution and restoring service to its normal operation Communicating with the User and Closing the Incident ticket Categorization of INC’s: Business Process Management / Catalog Management / IT Incident Management / Problem Management / Change Management / Vendor master data request for supplier creation/updates Prioritization of the work on open Incidents (INCs) according to a set of rules (Ticket prioritization P1 to P5) Manage communication throughout the lifecycle of the incident Logging, managing, resolving and closing the request raised by Users in Incident Tracking Tool (SNOW), if it is in scope. If not, the HD agent routes the User to the correct helpdesk or service Assure adherence to Critical Incident Management Process Responding to status requests from Users (e.g. Requisition, New vendor, PO, Others) Responding to questions related to Procurement policies or procedures / Ad-hoc report creation/request Resolving the User’s query on the phone by providing a full and a satisfactory information to the User Amendment on myBuy transactions performed by HD agent Proper TB request handling in case HD agent is involved Cooperate with PepsiCo third-party vendors to resolve issues, upon request (e.g. Vendor Invoice resolution) Comply with User and vendor support requirements in accordance with agreed Policy and Procedures Manual Provide operation support (by phone and email) in the languages and during the hours as defined Resolve P2P User (internal and external) and vendor inquiries in accordance with defined SLAs Address or escalate P2P Platform technical issues Escalate issues that cannot be resolved to PepsiCo Provide guidance and support to Users regarding proper buying channel, policies, etc. Resolve issues with ordered (and received) goods and services such as quantity, quality, shipment, etc. with vendors and Users Master Data / Vendor Data Recommend updates to vendor master management processes Recommend commodity codes / material groups and hierarchy Recommend product ID maintenance, naming conventions, and hierarchy in order to support the outline agreement creation in the P2P Platform, as part of ongoing service innovation Collaborate with MDM team on system & solution design and maintenance following the Policies & Procedures Manual Propose data standards for vendor master records Assess new vendor requests in line with PepsiCo instructions Qualifications Good interpersonal skills (needs to be able to build relationships over the phone without meeting suppliers / customers on a regular basis) Experience in Incident Management Ability to understand the processes Ideally with a Procurement background Good English level (Very good written and spoken) and/or Language (Country specific / 1 Market) – AMESA. ERP (SAP / ARIBA) experience Bachelor´s degree needed Fluent German Speaking is required