STS Tier 2 Support Specialist with Spanish

Job Description

Our company's Global Business Solutions (GBS) organization is responsible for the design, governance, and execution of global processes. Within GBS, the Source to Settle (STS) organization is responsible for ensuring employee purchase orders and supplier invoices and payments are processed timely and efficiently. The STS process includes Vendor Master Data setup, Supplier Onboarding, Purchasing, Invoicing, Settlements, and the STS Service and Relationship Delivery.

Reporting to the STS Service and Relationship Delivery (SRD) Tier2 Support Manager, STS SRD Tier2 Support Specialist is accountable to support complex/high profile STS related queries and escalations for internal/external customers. Actively working on case management. The position will be part of a team of STS SRD Specialists found in one or more of our Business Services Centers (BSC) based in Czech Republic, Costa Rica, and Malaysia.

They will deliver and execute STS SRD Tier2 processes applying ''Follow the Sun Model''.

The STS SRD activities will be performed in accordance with compliance requirements and global process design. The primary objective of the team is to ensure cases and issues escalated to the STS SRD level (Tier2) are taken care in a timely manner and the solutions provided for the future use.

Primary responsibilities for this position include, but are not limited to:

• Part of a team of STS professionals executing STS SRD Tier2 processes Globally applying "Follow the Sun Model''
• Monitor and improve metrics to ensure health of STS SRD Tier2 process
• Work closely with the Tier2 Senior Coordinator on the root cause analyses
• Collaborate with StS Support Global Process Owner organization to ensure consistent, high quality
• delivery and consistency of defined support model
• Understand their role in the end-to-end design
• Deliver high quality service to employees and suppliers to increase customer satisfaction
• Coach newly joined colleagues on STS process
• Effective collaboration with all the other STS subgroups to ensure a globally consistent approach
• Help develop and maintain process knowledge with the team
• Adhere to the global process design, policies, and compliance requirements
• Raise opportunities and pain points to help inform strategy for continuous improvement opportunities
• Identify common trends and themes in support group to identify long term solutions, reduce escalations and complex issues
• Support VIP cases and escalations
• Support Markets with Audit requests
• Work closely with SRD Global Governance team on frequent flyers and other areas of opportunities
• Drive adoption and effective use of the ServiceNow platform for documenting and tracking service requests and issues

Education & Experience

• Bachelor's degree in accounting, Finance, Business Administration, or related fields preferred
• Minimum of 2 years demonstrated work experience within a General Accounting and/or Finance Shared Services, and/or Source to Settle area
• Business level fluency (oral and written) in English and Spanish required, additional languages desired
• Understanding of STS and surrounding processes
• Excellent attention to detail, problem solving and analytical skills a must
• Effective communication and interpersonal skills
• Continuous improvement mindset
• Customer focused and results driven
• Sense of urgency
• Demonstrates initiative
• Effectively work in a team environment - including sharing knowledge and expertise, and giving and receiving feedback, to enable a high performing team

Technical Skills Requirements

• Proficiency in Microsoft Office Apps (Excel, Word, PowerPoint at a minimum) required
• Organizational skills
• Written and verbal skills enabling effective communication
• Ability to operate independently and remain focused through change or uncertainty
• Customer service mind-set
• SAP and Ariba experience required
• Experience with Case Management tools

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Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:
Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:
Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Required Skills:
Account Collections, Account Collections, Adaptability, Analytical Problem Solving, Balance Sheet Account Reconciliations, Business, Business Administration, Business Management, Business Support, Case Management, Compliance SOX, Consumer Relations, Continual Improvement Process, Credit Management, Customer Service, Customer Service Management, Customer-Support, Escalation Management, Financial Accounting Controls, Financial Advising, Financial Operations, General Accounting, HR Service Delivery, Human Resources (HR) Shared Services Advisory, Interpersonal Relationships {+ 5 more}

Preferred Skills:

Job Posting End Date:
07/28/2025
*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.