Analyst - ARIBA

To handle Production support activities of Ariba Invoice to Pay module.

Ability to troubleshoot, analyze, and resolve production issues under pressure

Strong understanding of support processes, ticketing systems, and SLA management

Familiarity with Ariba modules, particularly those related to invoicing and payment processing workflows will be added advantage

Excellent communication skills, both written and verbal, for interacting with users, technical teams, and management

A keen eye for detail and the ability to differentiate between system defects, user errors, and process gaps

• Actively monitor, troubleshoot, and resolve production support tickets submitted by users.
• Ensure all tickets are resolved within the defined Service Level Agreements (SLAs): Critical (<2 hours), High (<24 hours), Medium (7 days), and Low (30 days).
• For system-related issues that require more time, ensure an Estimated Time of Arrival (ETA) is provided and updated, with a target of zero system tickets remaining open for more than 30 days without an ETA.
• Complete scheduled production support activities diligently following established checklists.
• Ensure all reporting-related activities are finalized and completed on the 1st day of each calendar month.
• Execute all month-close related activities accurately and within the defined month-close period.
• Properly document and save evidence of all completed activities in the designated storage path.
• Complete necessary sign-off procedures for month-close activities within the required timeframe
• Proactively monitor the Ariba system for invoices that become stuck in the 'Paying' status.
• Ensure that no invoices remain stuck in Ariba past their due date, particularly those impacted by interface issues.
• Investigate the root cause of stuck or failed invoices, especially those related to technical or interface problems.
• Escalate issues promptly to the concerned technical or business teams as needed.
• Ensure payment details and status are accurately updated in Ariba once the underlying issue is resolved.
• Take ownership of resolving technical issues impacting invoice processing and handle failed invoices in a timely manner.
• Maintain a robust and organized tracking system for open issues and tickets that are identified as system defects or require ongoing investigation.
• Actively participate in weekly IT Connect and/or Payable Connect meetings to discuss open system issues, provide updates, and collaborate on resolution strategies with relevant teams.