Executive, SCM Helpdesk

Salary: RM 3,900 – RM 4,900 per month

JOB PURPOSE

• Deliver prompt first-level support for SCM systems, i.e. SAP S/4HANA, Coupa, and Subcon Claim by resolving issues and guiding users for optimal tool utilization.

• Collaborate with internal teams and IT to ensure seamless operations and drive continuous improvements in system performance, reliability, and user experience.

JOB RESPONSIBILITIES

• Coordinate and execute first-level technical support for SCMrelated systems, including SAP (S4Hana) and procurement platforms (Coupa, E-Matrack, E-Subcon Claim).

• Analyze issues and escalate unresolved logs to the next support tier to ensure timely resolution.

• Manage and respond to emails, logs, and calls via the SCM shared mailbox, ensuring timely, accurate, and efficient handling of support requests and inquiries

• Monitor and troubleshoot system-related issues to prevent disruptions and ensure smooth, continuous SCM operations. and maintain business continuity

• Coordinate with IT to configure and install SCM-related hardware and software, ensuring seamless setup and optimal system performance.

• Execute standardized communication protocols and IT support procedures in all user interactions.

• Monitor user complaints, coordinate timely resolutions, and follow up to ensure issues are resolved promptly and meet service-level expectations.

• Maintain close relationships with relevant parties (e.g., Business Development, Commercial in HEO/MO, Client, Project Management Team, Engineering, etc.) and Vendors/Subcontractors to facilitate smooth working connections within parties and deliver divisional objectives.

• Liaise with vendors and internal stakeholders to resolve platform-related issues, particularly on Coupa, E-Matrack and E-Subcon Claim.

• Coordinate and oversee complaint resolutions to ensure timely closure and user satisfaction.

• Analyze issues and provide actionable feedback to drive system enhancements and elevate service quality.

• Collaborate with cross-functional teams — including IT, procurement, and other BU/SU to ensure digital tools align with business objectives and user requirements.

• Coordinate the identification, evaluation and integration of digital technologies to automate and enhance supply chain management (SCM) processes.

• Coordinate and participate actively in project planning, execution, and post-implementation reviews to support continuous improvement.

• Deliver training and provide strategic guidance to end-users and vendors to enhance the effective utilization of SCM systems, tools, and applications.

• Continuously monitor and evaluate emerging trends and advancements in SCM technology to strengthen support capabilities and recommend improvements.

• Coordinate the readiness of digital platforms and hardware infrastructure to support system demonstrations, workshops and user engagement initiatives.

• Liaise and collaborate with IT teams for scheduled maintenance and updates on SCM-related systems and equipment to ensure optimal performance with minimal disruption.

• Coordinate and implement the deployment of software updates, patches, and upgrades specific to SCM applications.

• Manage and monitor all SCM support ticket closures in alignment with established SLA targets

• Present SCM helpdesk reports, showcasing key metrics and trends to support data-driven performance improvements.

• Facilitate and carry out customer surveys to gather feedback on service quality, identify improvement areas, and support continuous enhancement of user experience and helpdesk performance.

• Evaluate and respond to user feedback by promptly addressing SCM-related user issues and requests.

REQUIREMENTS

• Bachelors of Degree in Information Technology, Computer Science, Supply Chain Management, or a related field.

• 2 – 3 years of working experience (minimum 2 years in Information Technology).

• Relevant certifications (e.g., SAP, Coupa, Microsoft Certified IT Professional) are a plus.