Source-to-Pay Strategic Support Specialist

Main Responsibilities:

Vendor / Contract Support

• Handle vendor inquiries and support requests independently, ensuring timely and accurate resolution against service level agreement

• Maintain vendor records and coordinate onboarding end to end, following up on compliance documentation and correcting inconsistencies found in periodic reviews

• Manage the OneSupport ticket queue for vendor, order, and invoice requests, resolving within service levels and escalating what cannot be resolved

• Execute vendor offboarding once approved; deactivation, final purchase order and invoice closure, and records disposition

• Execute bank detail change requests strictly per the control procedure, including independent callback verification to a known-good number, and refer any deviation to Finance or Internal Audit

• Maintain contract repository accuracy on behalf of Legal and Procurement, and notify Procurement of upcoming expirations and renewals within the agreed lead time

Purchase Order / Goods Receipt Support

• Triage incoming buying requests and route them to catalog, existing contract, or the sourcing team per the intake guide

• Validate WBS and project coding on requisitions against the approved project budget, and refer mismatches to the requester and assigned Buyer

• Monitor open purchase order lines and support purchase order closure activities, including final invoicing and accrual reconciliation

• Process and validate goods receipts in coordination with requesters and receiving teams

• Process purchase order change requests (quantity, price, delivery date) for approval, and report late deliveries to Procurement and requesters

• Review and validate Service Entry Sheets for service-based purchase orders

Invoice / Payment Support

• Monitor and work aging invoices across all aging buckets (Pending Receipt, Pending Approval, Blocked), following each item through to resolution or escalation

• Investigate and resolve routine invoice discrepancies, holds, and matching exceptions

• Route three-way match exceptions to the appropriate approvers per established tolerance rules

• Process credit memos, debit notes, and return-related invoice adjustments per Finance instruction

• Support payment run preparation and resolve rejected or returned payments in coordination with Finance

• Validate payment terms against contracts and purchase orders, and notify Finance of early payment discount opportunities

• Collect vendor tax documentation (W-9, W-8BEN, VAT registration) per Tax requirements and flag gaps before payment

• Provide open order, goods receipt, and invoice status data to Finance for month-end, quarter-end, and year-end close

• Escalate potential fraud indicators to Finance or Internal Audit without acting on the underlying request

Sourcing, Catalog / Enablement Support

• Provide operational support for sourcing events run by Procurement, including vendor communication and document collection

• Maintain punchout catalogs and item master content on behalf of the catalog owner, and perform catalog testing

• Support supplier enablement; network onboarding, purchase order flip, portal training, and invoice submission compliance

• Produce spend analysis by category, supplier, and business unit using standard reporting tools

• Report maverick spend and non-compliant purchasing patterns to the assigned Buyer and category owner

• Refer international vendors and shipments to Trade Compliance for sanctions and export control determination

System Operations / Data Quality

• Execute end-to-end transactions in Coupa (requisition through invoice approval), and reference SHIFT (vendor master, goods receipt, invoice verification) for issue research and validation

• Generate standard reports and service dashboards from S2P systems (aging, open purchase orders, spend by category)

• Report data discrepancies between Coupa and SHIFT to Information Technology and support troubleshooting

• Execute assigned test scripts and provide end-user feedback for system changes and S2P agentic initiatives, ie, Racetrack

Reporting, Records / Collaboration

• Track recurring causes of delay within the assigned queue and report patterns to Level 2.1

• Draft updates to team work instructions to reflect current practice, for review and approval at Level 2.1

• Provide day-to-day guidance and basic system training to new Associates

• Escalate complex or sensitive issues to senior team members in a timely, well-documented manner

Working with Process Owners

The team supports the source-to-pay lifecycle; it does not own the underlying business processes. Category strategy and supplier selection sit with Procurement; contract terms with Legal and Contracting; payment execution and accounting treatment with Finance; supplier qualification with Quality; enterprise process and policy design with Global Source-to-Pay; and system architecture with Information Technology. The team owns its service delivery and service levels, the accuracy of the records and master data it maintains, queue performance, work instructions, escalation routing, control execution, and the North America deployment and adoption of enterprise initiatives.

• Procurement (decision rights: category strategy, sourcing decisions, preferred supplier designation, negotiation mandate); Coordinate with Buyers on sourcing and preferred-supplier routing; maintain HACAT accuracy; report maverick spend and non-compliant purchasing to the category owner

• Legal (decision rights: contract terms, templates, risk positions, legal hold instructions); Route contract requests to Legal and track them through to execution; follow up on missing exhibits, attachments, and signatures; track expirations and notify of upcoming renewals

• Contracting (decision rights: contract intake, drafting, execution routing, Exhibit A generation); Route contract requests to Contracting and track them through to execution; follow up on missing exhibits, attachments, and signatures

• Finance / AP (decision rights: payment execution, accounting treatment, accruals, close calendar); Support WBS creation, payment execution and invoice resolution; resolve rejected and returned payments; provide support with open order, goods receipt, and invoice data for close

• Quality (decision rights: supplier qualification, approved vendor list, quality agreements, GxP requirements); Collect documentation for supplier quality reviews; verify qualification status before completing onboarding

• Tax / Treasury (decision rights: tax determination and documentation requirements; banking and payment method standards); Collect and validate W-9, W-8BEN, and VAT documentation; escalate gaps before payment; execute bank detail changes strictly per the control procedure

• Trade Compliance (decision rights: sanctions, export control, and international shipment determinations); Refer international vendors and shipments to determine the right support for sanctions and export control determination

• IT (decision rights: system architecture, configuration, and computer system validation); Test agentic S2P solutions, track system defects and data discrepancies; execute assigned user acceptance testing test scripts, if necessary

• Global Source-to-Pay (decision rights: enterprise source-to-pay process and policy design, system standards, and program scope); Apply enterprise process and system changes in daily North America execution; report adoption issues and defects encountered in the queue; support global requests ad hoc when assigned

• S2P Support (this team) (decision rights: service delivery and service levels, records and master data accuracy, queue performance, work instructions, escalation routing, control execution); Delivers routine support end to end against service level agreement; decides within published tolerances

Boundaries of the role:

• Does not own or change any S2P business process or policy; supports execution and escalates gaps

• Does not select suppliers, negotiate contract terms, set payment terms, or make tax or sanctions determinations

• Does not approve exceptions outside published tolerance rules, or approve bank detail changes

• Does not perform data entry in SHIFT; uses SHIFT for issue resolution, research, and assessment only

About You:

• Work Experience: 1-3 years of experience in procurement support, purchase-to-pay operations, vendor management, or finance operations. Experience operating within a GxP-regulated environment preferred. Hands-on transactional experience in at least one enterprise purchase-to-pay system required.
• Technical & Soft Skills: Practical hands-on transactional experience in Coupa, and ability to navigate SHIFT for issue research. Intermediate Excel (pivot tables, lookups) and proficiency across Microsoft Office SuiteWell-developed working understanding of purchase-to-pay processes and the vendor lifecycle. Solid understanding of purchase order lifecycle, goods receipt, and Service Entry Sheet validation. Working knowledge of contract basics including terms, expirations, and renewal triggers. Understanding of payment terms, discounts, credit memos, and their financial impact. Basic spend analysis and category reporting skills. Ability to work. independently on routine matters and judge accurately when to refer. Well-developed organizational and time-management skills across a varied workload and competing service level agreements. Clear written and verbal communication with internal requesters and external vendors. Solid problem-solving and analytical thinking. High attention to detail and accuracy under production deadlines. Experience working a ticket queue to defined service levels (OneSupport or equivalent). Ability to validate project cost coding (WBS) against approved project budgets and identify mismatches
• Education: Bachelor's degree in business, Finance, Life Sciences, or a related field, or equivalent practical experience
• Language Requirements: English (fluent, written and spoken)

Preferred Qualifications:

• Exposure to data analysis and reporting tools (Excel dashboards, Power BI)

• Working knowledge of good manufacturing, laboratory, or clinical practice standards

• Experience working to defined service level agreements in a shared services or service desk environment

• Experience supporting sourcing event processes and supplier enablement

• Familiarity with catalog management and punchout systems

• Exposure to eBuy project purchasing workflows

• Familiarity with process-improvement methodologies (Lean, Kaizen)

• Basic knowledge of working capital concepts (days payable outstanding, payment optimization)

• Familiarity with records retention and legal hold requirements