GEP is a diverse, creative team of people passionate about procurement. We invest ourselves entirely in our client’s success, creating strong collaborative relationships that deliver extraordinary value year after year. Our clients include market global leaders with far-flung international operations, Fortune 500 and Global 2000 enterprises, leading government and public institutions. 

We deliver practical, effective services and software that enable procurement leaders to maximise their impact on business operations, strategy and financial performance. That’s just some of the things that we do in our quest to build a beautiful company, enjoy the journey and make a difference. GEP is a place where individuality is prized, and talent respected. We’re focused on what is real and effective. GEP is where good ideas and great people are recognized, results matter, and ability and hard work drive achievements. We’re a learning organization, actively looking for people to help shape, grow and continually improve us.

Are you one of us?

GEP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, disability status, or any other characteristics protected by law. We are committed to hiring and valuing a global diverse work team.

For more information please visit us on GEP.com or check us out on LinkedIn.com.

As a Senior Application Support Specialist, you will be the key point of contact for our valued clients, taking full ownership and driving the resolution of issues related to specific applications. Your role will encompass troubleshooting, monitoring, optimization, and performance tuning across various environments. We are seeking a highly skilled individual with exceptional communication, analytical, and coordination abilities. This role requires ITIL certification and proficiency in computer software applications, including MS Excel, Word, and PowerPoint.

Key Responsibilities:

• Provide expert inputs to team leads for status update calls with key stakeholders from the client side.
• Develop a comprehensive understanding of organizational policies, procedures, and eProcurement tools to implement them effectively on a day-to-day basis.
• Offer technical assistance to clients globally via phone, email, and webex for eProcurement tools.
• Proactively communicate issue status to clients and management in a timely manner, taking ownership until successful resolution is achieved, meeting our 'Service Level Objectives' (SLOs).
• Respond to inbound client calls within SLA's, aiming for first-call resolution.
• Make outbound calls to clients when necessary to address specific processes.
• Ensure meticulous documentation with the ticketing system for streamlined reporting and follow-up, adhering to ITIL concepts.
• File 'Solutions' and 'Problem Reports,' collaborating with relevant departments to ensure swift bug and issue resolution.
• Conduct thorough issue analysis, gathering the right information for effective problem-solving.
• Execute special projects as assigned by the Manager.
• Gather and evaluate customer feedback in alignment with the company's set standards.
• Drive process improvements as defined to enhance support efficiency.
• Conduct User Acceptance Testing (UAT) as required and ensure meticulous documentation following defined procedures.

We are looking for an enthusiastic and committed individual who can effectively manage client relationships and provide top-notch technical support. If you thrive in a dynamic and challenging environment and possess the necessary skills and qualifications, we encourage you to apply and become an integral part of our dedicated support team.

• Excellent written and verbal communication skills.
• Strong analytical aptitude and business acumen.
• Exceptional follow-up and coordination skills.
• Proficiency in computer software applications, including MS Excel, Word, and PowerPoint (PF).
• ITIL Certification.
• Knowledge of Procurement or Supply Chain management.