Role & responsibilities

Act as Level2 support for procurement queries received via ServiceNow

Provide detailed written guidance on PRPO issues, including coding, DOA, contract usage & workflow failures

Troubleshoot complex PO errors by coordinating with PR, Supplier Master Data, or TSM teams (via internal notes only no verbal calls)

Provide guidance on supplier enablement steps (registration, compliance checks, mandatory validations, bank detail checks, tax ID requirements)

Assist suppliers indirectly by clarifying requirements to internal users (no supplier-facing communication unless written and allowed)

Provide RFx process clarifications (event creation flow, document requirements, timeline expectations — not execution)

Maintain & improve the knowledge base (FAQs,



SOP enhancement inputs, recurring issue documentation)

Monitor helpdesk SLAs: response time, resolution quality, re-open rate

Publish periodic dashboards (top query categories, aging tickets, root causes, recurring systemic issues)

Identify process improvement opportunities (e.g., missing templates, unclear catalog navigation, common PR errors)

Act as SME to the JL2 team; review complex tickets before closure

Ensure compliance with procurement governance, approved buying channels & Client-specific controls

📌 Walkin - 23rd & 24th Sep - Procurement Helpdesk - WFO - No Virtual (Bengaluru)
🏢 CLARITY CONSULTING
📍 Bengaluru