Source-to-Pay Strategic Support Specialist

Job Title: Source-to-Pay Strategic Support Specialist
Location: Hyderabad
About The Job
Source-to-Pay (S2P) Strategic Business Support is the bridge between business project purchasing needs and transactional execution across the source-to-pay lifecycle. Operating from hub-based and US locations, the team supports the Specialty Care and Research & Development organizations in North America, keeping purchasing aligned to budgets, project timelines, and milestones. The team is also the conduit for deploying source-to-pay initiatives into North America, ie, aging invoice tasks, Racetrack testing, etc., and supports other regions and global programs on an ad hoc basis when requested.
The Source-to-Pay Strategic Support Specialist delivers routine source-to-pay support from start to finish across an assigned queue. The role resolves first-line issues without escalation for Specialty Care and Research / Development requesters, releases transactions within published tolerance rules, and works with process owners in Procurement, Finance, Legal, and Quality to bring items to closure. It operates under general supervision, applying judgment on when to decide and when to refer a matter upward.
Level scope. Decision rights: Releases routine transactions without prior review. Decides within published tolerance rules; refers anything outside them. Influence on process owners: Reports recurring issues and data patterns. Does not propose or negotiate process change. People scope: No reports. Acts as informal buddy and day-to-day guide to new Associates. Time allocation: ~90% hands-on support delivery; ~10% pattern reporting and peer support.
Main Responsibilities
Vendor / Contract Support
Handle vendor inquiries and support requests independently, ensuring timely and accurate resolution against service level agreement
Maintain vendor records and coordinate onboarding end to end, following up on compliance documentation and correcting inconsistencies found in periodic reviews
Manage the OneSupport ticket queue for vendor, order, and invoice requests, resolving within service levels and escalating what cannot be resolved
Execute vendor offboarding once approved; deactivation, final purchase order and invoice closure, and records disposition
Execute bank detail change requests strictly per the control procedure, including independent callback verification to a known-good number, and refer any deviation to Finance or Internal Audit
Maintain contract repository accuracy on behalf of Legal and Procurement, and notify Procurement of upcoming expirations and renewals within the agreed lead time
Purchase Order / Goods Receipt Support
Triage incoming buying requests and route them to catalog, existing contract, or the sourcing team per the intake guide
Validate WBS and project coding on requisitions against the approved project budget, and refer mismatches to the requester and assigned Buyer
Monitor open purchase order lines and support purchase order closure activities, including final invoicing and accrual reconciliation
Process and validate goods receipts in coordination with requesters and receiving teams
Process purchase order change requests (quantity, price, delivery date) for approval, and report late deliveries to Procurement and requesters
Review and validate Service Entry Sheets for service-based purchase orders
Invoice / Payment Support
Monitor and work aging invoices across all aging buckets (Pending Receipt, Pending Approval, Blocked), following each item through to resolution or escalation
Investigate and resolve routine invoice discrepancies, holds, and matching exceptions
Route three-way match exceptions to the appropriate approvers per established tolerance rules
Process credit memos, debit notes, and return-related invoice adjustments per Finance instruction
Support payment run preparation and resolve rejected or returned payments in coordination with Finance
Validate payment terms against contracts and purchase orders, and notify Finance of early payment discount opportunities
Collect vendor tax documentation (W-9, W-8BEN, VAT registration) per Tax requirements and flag gaps before payment
Provide open order, goods receipt, and invoice status data to Finance for month-end, quarter-end, and year-end close
Escalate potential fraud indicators to Finance or Internal Audit without acting on the underlying request
Sourcing, Catalog / Enablement Support
Provide operational support for sourcing events run by Procurement, including vendor communication and document collection
Maintain punchout catalogs and item master content on behalf of the catalog owner, and perform catalog testing
Support supplier enablement; network onboarding, purchase order flip, portal training, and invoice submission compliance
Produce spend analysis by category, supplier, and business unit using standard reporting tools
Report maverick spend and non-compliant purchasing patterns to the assigned Buyer and category owner
Refer international vendors and shipments to Trade Compliance for sanctions and export control determination
System Operations / Data Quality
Execute end-to-end transactions in Coupa (requisition through invoice approval), and reference SHIFT (vendor master, goods receipt, invoice verification) for issue research and validation
Generate standard reports and service dashboards from S2P systems (aging, open purchase orders, spend by category)
Report data discrepancies between Coupa and SHIFT to Information Technology and support troubleshooting
Execute assigned test scripts and provide end-user feedback for system changes and S2P agentic initiatives, ie, Racetrack
Reporting, Records / Collaboration
Track recurring causes of delay within the assigned queue and report patterns to Level 2.1
Draft updates to team work instructions to reflect current practice, for review and approval at Level 2.1
Provide day-to-day guidance and basic system training to new Associates
Escalate complex or sensitive issues to senior team members in a timely, well-documented manner
Working with Process Owners
The team supports the source-to-pay lifecycle; it does not own the underlying business processes. Category strategy and supplier selection sit with Procurement; contract terms with Legal and Contracting; payment execution and accounting treatment with Finance; supplier qualification with Quality; enterprise process and policy design with Global Source-to-Pay; and system architecture with Information Technology. The team owns its service delivery and service levels, the accuracy of the records and master data it maintains, queue performance, work instructions, escalation routing, control execution, and the North America deployment and adoption of enterprise initiatives.
Procurement (decision rights: category strategy, sourcing decisions, preferred supplier designation, negotiation mandate); Coordinate with Buyers on sourcing and preferred-supplier routing; maintain HACAT accuracy; report maverick spend and non-compliant purchasing to the category owner
Legal (decision rights: contract terms, templates, risk positions, legal hold instructions); Route contract requests to Legal and track them through to execution; follow up on missing exhibits, attachments, and signatures; track expirations and notify of upcoming renewals
Contracting (decision rights: contract intake, drafting, execution routing, Exhibit A generation); Route contract requests to Contracting and track them through to execution; follow up on missing exhibits, attachments, and signatures
Finance / AP (decision rights: payment execution, accounting treatment, accruals, close calendar); Support WBS creation, payment execution and invoice resolution; resolve rejected and returned payments; provide support with open order, goods receipt, and invoice data for close
Quality (decision rights: supplier qualification, approved vendor list, quality agreements, GxP requirements); Collect documentation for supplier quality reviews; verify qualification status before completing onboarding
Tax / Treasury (decision rights: tax determination and documentation requirements; banking and payment method standards); Collect and validate W-9, W-8BEN, and VAT documentation; escalate gaps before payment; execute bank detail changes strictly per the control procedure
Trade Compliance (decision rights: sanctions, export control, and international shipment determinations); Refer international vendors and shipments to determine the right support for sanctions and export control determination
IT (decision rights: system architecture, configuration, and computer system validation); Test agentic S2P solutions, track system defects and data discrepancies; execute assigned user acceptance testing test scripts, if necessary
Global Source-to-Pay (decision rights: enterprise source-to-pay process and policy design, system standards, and program scope); Apply enterprise process and system changes in daily North America execution; report adoption issues and defects encountered in the queue; support global requests ad hoc when assigned
S2P Support (this team) (decision rights: service delivery and service levels, records a

Work arrangement
No