Associate Specialist, STS Service & Relationship Delivery (Tier 1) - Costa Rica

The Associate Specialist, STS Service & Relationship Delivery (Tier 1), provides first-level support for Source-to-Settle (STS) inquiries from employees and suppliers. This role is responsible for managing cases through ServiceNow and phone support, ensuring timely resolution, high-quality customer service, and compliance with global processes and service level agreements (SLAs).

Key Responsibilities

• Manage and resolve STS-related inquiries and tickets within defined SLAs.
• Provide high-quality support to internal and external customers via ServiceNow and telephone channels.
• Deliver a strong customer experience with a focus on first-contact resolution.
• Collaborate with Tier 2 support teams and other STS functions to ensure consistent service delivery.
• Identify recurring issues, trends, and opportunities for process improvement.
• Adhere to global policies, controls, compliance requirements, and process standards.
• Utilize dashboards and reporting tools to monitor productivity and service quality.
• Support team objectives through collaboration, knowledge sharing, and coverage when needed.

Qualifications

• Bachelor's degree in Business Administration, Finance, Accounting, or a related field preferred.
• Previous experience in Shared Services, Finance, Customer Service, or Source-to-Settle processes is preferred but not required.
• Fluency in English (written and verbal) is required.
• Fluency in an additional language, such as Portuguese, Spanish, French, German, Italian, Dutch, Japanese, Korean, Mandarin, or others, is highly valued.
• Strong analytical, problem-solving, and organizational skills.
• Excellent communication and interpersonal abilities.
• Customer-focused mindset with a continuous improvement approach.
• Ability to work effectively in a fast-paced, global team environment.

Technical Skills

• Proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint.
• Knowledge of SAP ECC, Ariba, and ServiceNow is a plus.
• Understanding of Source-to-Settle (STS) or Procure-to-Pay (P2P) processes is preferred.