Technical Analyst, Source-to-Pay Platform

We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Responsibilities include, but are not limited to, the following:

• Understand the Target Support Model (scope and service level agreement) set by the Platform Lead.
• Master the relationship between the configuration and master data setup for each business units across the Group.
• Support each business unit related to system configuration, user management and master data creation/modification.
• Identify recovering issue and work closely with the line manager for possible solution/action plan to reduce the ticket volume.
• Always adhere to Universal Core Model and Master Data Governance document.

• Perform system health check, manage back end and schedule integration events.
• Deep dive technical issues related to the systems and come out with effective resolution.
• Assist and monitor any integration issues related to system or applications connected to it based on the runs schedules.
• Analyse errors and fix issues (notably through transaction maintenance) or assign/coordinate with different teams to fix the issues.

• Require meeting the following Key Performance Indicators (KPIs) set by the Prudential: First Response Time (FRT), Average Handle Time (AHT), Customer Satisfaction Score (CSAT)
• Proactive in progressing the ticket status within the JIRA ticketing system.
• Be proactive in reaching out to business to understand the request of ticket issues.

• Support ad-hoc reporting request from the local business units across the group.
• Understand the report limitation for each module within the system, including Analytics.
• Documentation and Knowledge
• Become the knowledge centre of technical expertise and S2P best practice.
• Maintain the fields and configuration mapping document (by modules), covering all business units across the group.

• Support any technical issues or queries from suppliers related to Coupa Supplier Portal.
• Establish and maintain, frequently asked question with answers to assist the business users.
• Maintain the functionality document of Coupa Supplier Portal to assist existing and new suppliers.

Job Requirements:

• Strong understanding of a Source-to-Pay system and its related functionalities like SAP 4HANA Ariba
• Excellent written and verbal communication skills
• Bachelor’s degree as a minimum academic qualification
• A fast learner, self-motivated and able to work in a fast-paced
• Committed and believes in providing quality service to business
• The ability to clearly articulate solutions to complex technical problems in a clear and simple way

We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.