Associate Business Support Specialist (Vietnamese Bilingual) - Open for Fresh Graduates

Associate Business Support Specialist (Vietnamese Bilingual) - Open for Fresh Graduates

This role supports the Global Business Solutions organization by managing Source to Settle process inquiries. The associate will respond to internal and external customers via phone and case management, driving first‑time resolution and maintaining SLAs.

Responsibilities

• Being part of a team of STS professionals executing STS SRD Tier 1 processes globally, applying the “Follow the Sun Model’’ (wherever there is no language dependency).
• Ensuring tickets are taken care of with utmost quality and in a timely manner (based on the defined SLAs).
• Providing first‑in‑class customer support through the case management tool (ServiceNow) and telephony system.
• Understanding their role in the end‑to‑end design.
• Delivering high‑quality service to employees and suppliers to increase customer satisfaction.
• Collaborating effectively with SRD Tier 2 analysts as well as all other STS subgroups to ensure a globally consistent approach.
• Adhering to the global process design, policies, and compliance requirements.
• Raising opportunities and pain points to help inform strategy for continuous improvement opportunities.
• Identifying common trends and themes in the support group to identify long‑term solutions and reduce the number of cases created.
• Working closely with SRD Tier 2 and the Global Governance team on frequent flyers and other areas of opportunity.
• Driving adoption and effective use of the ServiceNow platform for documenting and tracking service requests and issues.
• Using available ServiceNow dashboards to drive productivity as well as consistency.
• Supporting other team members by providing cover when required.

Education & Experience

Required Attributes

Physical Position Requirements

Possible Career Moves

Required Skills

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