Purchase to pay Helpdesk Analyst

GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver £40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally. Our Ahead Together strategy is centred on early intervention to prevent and alter the course of disease, thereby protecting people and supporting healthcare systems.
Our diverse portfolio consists of vaccines, specialty medicines, and general medicines.
Through continuous innovation and a dedicated focus on scientific and technical excellence, we strive to develop and launch new, groundbreaking treatments that address critical health challenges.

The role of the P2P Helpdesk Analyst is to provide Service Desk assistance to internal and external customers regarding Financial applications and processes. As Single Point of Contact (SPOC) the analyst will be responsible for the cases resolution, SLAs, KPIs, VOC, documentation and triage of incidents and other support requests for customers based in various countries.

Main Challenges:

• Maintain a positive demeanor while engaging with customers, colleagues, and managers daily.

• Identify and resolve complex end-to-end P2P issues effectively and consistently.

• Build and maintain successful relationships with internal and external clients to facilitate case resolution.

• Ensure compliance with SLAs by monitoring and documenting pending cases.

• Deliver exceptional service to achieve positive VOC results and cultivate customer satisfaction.

• Navigate challenges with adaptability and a commitment to excellence.

Key Responsibilities:

• Respond to customer calls, emails, and chat requests using defined procedures.

• Maintain daily updates on incident tickets and ensure proper case documentation.

• Manage service requests through various channels while adhering to system protocols.

• Foster positive relationships with top vendors and internal stakeholders.

• Record all customer interactions using designated Service Management tools.

• Adhere to breakout schedules, including breaks, lunches, and other scheduled activities.

Skills & Qualifications:

• B2-level proficiency in English with excellent written and oral communication skills.

• Strong customer service orientation and ability to manage diverse client needs.

• Adaptability to situations and ability to multitask using multiple tools.

• Self-motivation and ability to maintain high standards of work under reduced supervision.

• Finance or related degree highly preferred.

• Minimum of 1-year technical service desk experience, preferably in a call center environment, or equivalent education and SAP experience.

Workplace and Schedule
This role is on-site in Costa Rica. You will work within assigned schedules that may include shift variations to support North American hours. We offer structured onboarding, ongoing training, and mentorship to help you grow.

How to Apply
If you are ready to use your finance or service desk experience to help colleagues and vendors, we want to hear from you. Apply now to join a team that supports meaningful work and real career development.

Why GSK?

Uniting science, technology and talent to get ahead of disease together.

GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale.

People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

If you require any adjustments or accommodation during the selection process to better showcase your abilities, please let our team know as soon as we contact you. We're here to support you.

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Our inclusive workplace makes our employees feel engaged by the contribution they make, by affording them equal treatment regardless of actual or perceived characteristics. As so, when you apply for a job at GSK, it is not necessary to include on your resume information such as: race, color, ethnicity, age, gender, sexual orientation, marital status, religion, origin, photographs or any other personal characteristics.

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