Procurement Operations - SME

Introduction At IBM Finance & Operations, we are the backbone of IBM’s transformation driving efficiency, transparency, and smart decision-making across the business. Our teams provide the insight and discipline that guide strategy, ensure financial strength, and enable IBM to invest in innovation and growth. Working in Finance & Operations means combining analytical skills with collaboration and curiosity. You’ll partner with colleagues across functions and geographies, using data, technology, and process excellence to create solutions that improve performance and deliver measurable impact. IBM offers continuous learning, career development, and a culture that values diverse perspectives. Join us and be part of a global team that keeps IBM moving forward, while building your own future in a dynamic and evolving environment.

Your Role And Responsibilities As a Procurement Operations Professional, you will provide support for procurement applications and processes, as well as accounts payable help requests, serving as a single point of contact for global procurement professionals and suppliers. This role requires strong knowledge of IBM tools and processes, as well as the organizational structure of global procurement.

Your Primary Responsibilities Will Include

• Provide Application Support: Respond to client inquiries and resolve issues related to procurement applications and processes, utilizing problem-solving skills to determine the root cause of problems and providing clear and accurate solutions.
• Handle Client Inquiries: Receive and respond to help requests from IBM internal clients and suppliers, demonstrating courteous and empathetic behavior, even in difficult situations.
• Document and Escalate Issues: Gather relevant information and create problem reports for escalation to Level 2 contacts, while also maintaining accurate records of client interactions and issue resolution.
• Utilize Knowledge Database: Consult knowledge database for guidance in responding to client questions, and apply knowledge of supported procurement applications to resolve issues efficiently.
• Maintain Call Logs: Create and update call logs for every help request, ensuring accurate contact information and problem documentation.

Preferred Education Bachelor's Degree

Required Technical And Professional Expertise

• Procurement Application Knowledge: Exposure to procurement applications and processes, including IBM tools and systems, to provide effective support and resolve client inquiries.
• Problem-Solving Skills: Experience working with problem-solving methodologies to determine the root cause of problems and provide clear and accurate solutions.
• Client Interaction: Exposure to handling client inquiries and providing high-quality customer service, demonstrating courteous and empathetic behavior in difficult situations.
• Knowledge Database Utilization: Experience working with knowledge databases to consult and apply knowledge in responding to client questions and resolving issues efficiently.
• Documentation and Record-Keeping: Exposure to creating and maintaining accurate records of client interactions and issue resolution, including problem reports and call logs.

Preferred Technical And Professional Experience

• Designated Language Skills: Exposure to languages other than primary language to support global procurement professionals and suppliers.
• Software Specific Skills: Experience working with software such as Excel to enhance procurement operations support.
• Coaching and Knowledge: Exposure to coaching and knowledge of internal clients' requirements to provide effective support and resolve client inquiries.