SAP Ariba Data & Support Analyst - Africa

About Mercy Corps

Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse, and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact.

The Program

Global Procurement and Logistics (GPL) provides support to Mercy Corps’ HQ and field operations in the areas of procurement and sourcing, compliance with internal policies and procedures, and enablement of the FP3/HP3/HP3E policies by leveraging industry best practices and platforms such as SAP Ariba. “Source to Pay” (S2P), is a project team within GPL, responsible for leading and coordinating implementation of the SAP Ariba Sourcing, Contracting and Procurement solution, known internally as “ProSource”

The Position

The SAP Ariba data and support analyst is responsible for ensuring that tickets raised on the ProSource support queue are resolved as per SLA’s with country offices and support the country office with their supplier data quality when need arises. The split between these 2 tasks is estimated at 80% ticket resolution and 20% data support activities.

Essential Responsibilities

• Ensure user support coverage in accordance with the agreed Service Level Agreement (SLA) and perform or oversee system administration functions including user set-up, roles and permission management and other configurations

• Recommend system and support structure changes to ensure the users have a smooth user experience.

• Collaborate with users, GPL, Finance, suppliers and IT to troubleshoot and resolve ProSource issues and document resolution steps.

• Support ProSource-related system upgrades and design changes

• Understand stakeholders’ needs by engaging in user interviews, conducting secondary research, and soliciting guidance from GPL team, finance teams, HQ teams, and field teams.

• Assist in translating requirements and user cases into test conditions and expected results for product and user acceptance testing.

• Act as vendor data administrator to support countries when need arises, deploy to country offices if there is need for in country support.

Supervisory Responsibility

None

Accountability

Reports Directly To: Business Process Architect.

Works Directly With: GPL, information technology, international finance, people and strategy, and country offices.

Accountability to Participants and Stakeholders

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.

Minimum Qualification & Transferable Skills

• BA/S or equivalent in business administration, Operations/Logistics or related field is required

• 2+ years of experience in business systems analysis, process design and systems integrations.

• Strong understanding of SAP Ariba functionality and demonstrated ability of supporting end users at a global level

• Strong Microsoft Office products skills

• Previous work creating and managing documentation on collaboration platforms such as G-Suite, SharePoint, etc.

• Flexibility in supporting users from different time zones

Success Factors

The successful candidate should be a proficient SAP Ariba support user with a good understanding of procurement and accounting concepts relating to supplier onboarding, management, and payment. Experience using a help desk ticketing tool is mandatory for this role. The candidate is also expected to have very good communication skills since the role is an internal client-facing role. They should be able to define problems that users face and resolve these within the set SLA’s while in collaboration with other functional teams (IT, Finance, People teams, etc.). The candidate should be able to work with minimum supervision and willing to work flexible hours, when need be, given the global nature of the support needs. The candidate should be comfortable managing significant amounts of supplier data while maintaining confidentiality and integrity of the data and in compliance with various data protection laws. The candidate is expected to contribute to the continuous improvement of the support model and system design based on user and business needs. The candidate should also be able to work with some level of ambiguity. A strong work ethic, commitment to the team and positive attitude will come in handy for this role.

The most successful Mercy Corps team members have a strong commitment to teamwork and accountability, and make effective communication a priority in all situations.  Mercy Corps is a highly collaborative and lateral organization that encourages strong self-initiative as well as team spirit.  In order to succeed in this environment, the candidate should be highly organized and innovative.  They should also demonstrate proud workmanship, good communication, and collaboration skills.

Living Conditions / Environmental Conditions

This position will be located in Africa (various locations).

Mercy Corps Team members represent the agency both during and outside of work hours when deployed in a field posting or on a visit/TDY to a field posting. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and MC's policies, procedures, and values at all times and in all in-country venues.

Ongoing Learning

In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.

We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.

Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis.