Accounts Payable Analyst

Position - Accounts Payable Service Desk Analyst

Experience - 3+ years

Location - Bangalore

Industry - Service Based (Handled Global Accounts)

Hiring for a multinational organization specializing in connectivity and sensor technologies, serving industries such as automotive, industrial, aerospace, healthcare, and communications with innovative engineering solutions."

Position Summary

The Service Analyst serves as the primary front-office contact for Accounts Payable inquiries, taking full ownership of cases from intake to resolution. The role proactively investigates issues, coordinates with relevant processing teams and business stakeholders, drives timely follow-up actions, and ensures inquiries are resolved effectively while maintaining clear communication and adherence to service levels.

Key Responsibilities

Supplier & Business Partner Support

• Serve as the primary point of contact for supplier and business partner inquiries related to Accounts Payable processes.
• Respond to inquiries received through ServiceNow tickets and dedicated service desk email channels.
• Provide professional, timely, and customer-focused support to internal and external stakeholders.
• Ensure all interactions are documented accurately within the ticket management system.

Ticket Management & Resolution

• Manage and resolve service requests, incidents, and inquiries in accordance with established workflows and SLAs.
• Analyze issues, identify root causes, and provide end-to-end resolutions to pending invoices.
• Route and escalate tickets to appropriate support teams when required.
• Monitor ticket queues and proactively follow up on aging or unresolved cases to prevent escalation.
• Maintain accurate case updates and communicate status to stakeholders throughout the resolution process.

Invoice, Payment & PO Support

• Investigate purchase order, invoice, and payment-related inquiries.
• Lead resolution of invoice processing issues, payment status requests, blocked invoices, PO discrepancies, and goods receipt issues.
• Coordinate with Invoice Processing, Payments, Procurement, and Finance teams to resolve transactional problems.
• Track and follow through on open issues until closure.

Process & Data Support

• Support inquiries related to supplier master data and procurement processes.
• Identify recurring issues and recommend process improvements.
• Assist in maintaining knowledge articles and DTPs (desktop procedures), standard operating procedures, and support documentation.
• Contribute to continuous improvement initiatives aimed at reducing inquiry volumes and improving user experience.

Operational Excellence

• Meet or exceed team productivity, quality, and service level targets.
• Identify trends and recurring root causes to support preventive actions.
• Participate in process improvement and automation opportunities.
• Ensure compliance with company policies, controls, and procurement standards.

Required Qualifications

Education

• Bachelors/ masters degree in finance, Accounting, Business Administration, Supply Chain, Procurement, or related field.

Experience

• More than 3 years of experience in a similar role within a multinational organization or shared services environment.
• Proven experience managing Accounts Payable inquiries across multiple countries and stakeholders.
• Experience working with inquiries in foreign languages (nice to have).
• Participation in process transitions, migrations, or transformation projects (nice to have).
• Required Skills & Competencies

Technical Skills

• Working knowledge of Accounts Payable processes.
• Experience with ERP systems, preferably SAP (S4Hana will be a plus).
• Knowledge of:
• SAP FI Module
• SAP MM Module
• Accounts Payable transactions and reporting
• Experience using ticket management systems such as ServiceNow.
• Understanding supplier master data management processes.

Functional Knowledge

• Invoice processing and exception handling.
• Payment processing and payment inquiry resolution.
• Procurement and Invoice Processing operations.
• Supplier onboarding and master data processes.

Soft Skills

• Strong ownership mindset with a focus on driving issues to resolution.
• Excellent problem-solving, analytical, and communication skills.
• Customer-focused with the ability to manage stakeholders and suppliers professionally, including challenging situations.
• Ability to prioritize effectively in a high-volume environment while maintaining attention to detail.
• Proactive approach to identifying, escalating, and preventing recurring issues.

Performance Indicators

• High First Contact Resolution and customer satisfaction scores.
• Effective management of ticket aging and reopening rates.
• Accurate escalation and timely resolution of inquiries.
• Adherence to SLAs with proactive identification and analysis of SLA breaches.