Process Analyst (Chinese Bilingual)

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. Serve as the first point of contact for procurement and accounts payable inquiries received via email, ticketing systems, chat, or phone, ensuring timely and professional customer support Manage and resolve user requests, service tickets, and process-related queries related to procurement operations, purchase requisitions, purchase orders, supplier onboarding, and invoice processing. Log, track, prioritize, and monitor incidents and service requests through ServiceNow or other ticket management systems until resolution Provide guidance to internal stakeholders and suppliers on procurement processes, policies, systems, and workflow requirements Investigate and resolve procurement and P2P exceptions, including PR-to-PO issues, supplier registration queries, approval workflow delays, and system-related concerns. Coordinate with Procurement Operations, Accounts Payable, Vendor Management, and technical support teams to ensure timely issue resolution and escalation management. Monitor ticket queues and service levels to ensure compliance with established SLAs and customer satisfaction targets. Maintain accurate documentation of issues, resolutions, process updates, and knowledge base articles to support continuous improvement and knowledge management initiatives. Identify recurring issues, root causes, and process gaps, and recommend improvement opportunities to enhance service delivery and reduce ticket volume Support global stakeholders across multiple regions and languages while delivering a high-quality customer experience and maintaining strong business relationships. 0-2 years of experience in Helpdesk, Service Desk, Procurement Operations, P2P, or Shared Services environments. Experience with ServiceNow, Ariba, SAP, Coupa, Oracle, or related procurement systems. Strong proficiency in Chinese is a MUST Strong customer service and stakeholder management skills. Experience handling ticket queues and SLA-driven environments. Excellent verbal and written communication skills. Strong analytical and problem-solving capabilities. Ability to work in a fast-paced global support environment. Malaysia Enterprise Operations Professional PETALING JAYA, MY (0088) IBM Malaysia Sdn. Bhd.