Source to Pay - Production Support Manager
Job Summary
Job Description
What is the opportunity?
As a member of the S2P Production Support Team, you will partner with Global Procurement and 85,000+ Enterprise wide end-users to provide business and technical expertise on a suite of Procurement product tools and processes. Your focus will be on providing incident management support, ensuring production issues are resolved with minimal impact to end-users. You will engage with application vendors, raising and managing production tickets. As Manager - S2P Production Support you will lead Supplier Enablement initiatives while collaborating with various RBC Platforms to achieve supplier onboarding and expand user adoption of our Procurement product applications.
**Please note this position requires a hybrid working arrangement of approx. 3 days/week in the office**
What will you do?
- Independently manage & resolve user issues by leveraging critical thinking
- Configure, manage and support Intake Forms and related inquiries from multiple channels
- Monitor & maintain S2P Application Production Performance
- Raise tickets and engage with S2P Application Vendors to resolve Production issues
- Rapidly respond to S2P Application inquiries from internal End-Users and external suppliers
- Troubleshoot issues as Level 3/4 support and escalate where appropriate to management and/or 3rd party supplier (Coupa, Ivalua)
- Perform configuration maintenance activities
- Configure S2P Solutions (Coupa, Ivalua) as required related to small enablement projects (supplier/business enablement, enhancement requests etc)
- Conduct User Acceptance Testing (UAT) and Post Implementation Verification (PIV)
- Update procedural documentation (SOPs) when applicable. Draft Support and Training material for RBC End users
- Day to day
- Production Support - 50%
- Supplier Enablement, Analysis, Solution Design Configuration - 30%
- Release & Testing Support - 20%
What do you need to succeed?
Must-have
- Knowledge of Source to Pay (S2P) solutions and processes.
- 2-3 years web-based application administration and support
- Integration/Automation process monitoring
- Production/Technical Support experience
- Intake & Incident Management
Nice-to-have
- Coupa Certification
- Ivalua Certification
- SQL Certification
- Jira Service Desk
What's in it for you?
We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.
- A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation
- Leaders who support your development through coaching and managing opportunities
- Work in a dynamic, collaborative, progressive, and high-performing team
- Opportunities to do challenging work
- Flexible work/life balance options
#LI-Hybrid
#LI-POST
Job Skills
Coupa, Critical Thinking, Customer Support Systems, Global Procurement, Group Problem Solving, Incident Management, Installation Support, IT Service Management (ITSM), IT Standards, IT Systems Management, Ivalua, Long Term Planning, Process Management, Production Support, Source-to-Pay (S2P), Supplier Enablement, Supplier Onboarding, Taking Initiative, Teamwork, Technical Support, Time Management, Troubleshooting, User Acceptance Testing (UAT), User AdoptionAdditional Job Details
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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
Inclusion and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.
We also strive to provide an accessible candidate experience for our prospective employees with different abilities. Please let us know if you need any accommodations during the recruitment process.
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