As the Services Procurement (SOW Management) SOW Coordinating Specialist you will:
● Conduct SOW record creation with the VMS and accurately maintain records as instructed by RE program management.
● Understand SOW VMS functionality and dependencies, enabling navigational support for client users.
● Monitor SOW requisition activity, check accuracy, and provide updates to client users through use of VMS technology.
● Support client end users with SOW request entry, creating the request on behalf of the user, as necessary.
● View VMS pending workflow items, alert owners of needed actions, and provide system user navigation instructions, if required.
● Confirm suppliers successfully record their personnel on-boarding, engagement status, time entry, and off-boarding activities. You will guide the suppliers through the process, should training needs arise.
● Contact various internal and external department staff regarding inquiries on the following items: SOW requests, SOWs, purchase orders, cost centers, personnel badging systems, client credits, adherence to rate cards, billing and/or payment issues.
● Assist with system record and policy compliance audits; escalate in written and verbal form to managers and client stakeholders.
● Maintain and continuously increase knowledge of supported software solutions
(internal and external)
● Respond to all program inquiries (calls, emails, VMS alerts) and provide timely and qualified responses.
● Recognize and gather relevant information on customer issues / scenarios requiring corrective action and escalate such issues according to standard escalation process.
● Resolve customer issues using analysis and situational responses, adhering to program policies and procedures.
● Maintain thorough and accurate documentation on any end user interactions (to include entry within the program case ticketing system if applicable).
● Work to meet all program related SLA's and team targets (internal standards and contractual) and suggest improvement ideas to program leadership and the Global
Services Procurement Practice.
● Assist with peer training in the standards and practices of the assigned client program.
● Create and provide standard program and adhoc reporting requests, if and as needed.
● Participate in special projects and perform other duties as assigned.