RampUp Specialist

Required Experience:

• Basic understanding of Accounts Payable and supplier processes

Required Qualifications:

• Strong written and verbal communication skills
• Strong attention to detail and organizational skills
• Ability to manage multiple requests and priorities simultaneously
• Comfortable working with deadlines and shifting priorities
• Ability to learn new systems and processes quickly
• Should be able to learn quickly, and be a good listener and empathize with customers
• Able to manage and follow SLAs
• Able to communicate well, and be collaborative and flexible as needed to support teams globally

Preferred Qualifications:

• 1-3 years of experience in Accounts Payable, Procure-to-Pay, customer service, shared services, or a similar support environment preferred
• Entertainment or media experience is nice to have

Required Technical Skills:

• Proficiency in Microsoft Excel, Outlook, and Microsoft Office

Preferred Technical Skills:

• Experience with Oracle Cloud, ServiceNow, or supplier portals is a plus
• Experience working with ServiceNow or another ticketing/case-management system preferred

Job Overview:

• The RampUp Specialist will provide temporary support to the Procure-to-Pay team by monitoring, reviewing, assigning, and helping resolve customer and supplier requests submitted through the RampUp ticketing system.
• This role will help ensure tickets are routed correctly and documented accurately.
• The ideal candidate is organized, customer-service focused, comfortable working in a high-volume environment, and able to learn PTP processes and systems quickly.

Responsibilities:

• Monitor the RampUp ticket queue throughout the business day
• Review incoming tickets and determine the appropriate category, priority, and assignment
• Assign or route tickets to the appropriate PTP team member or support group
• Respond to routine supplier and internal customer inquiries
• Follow up on aging, unassigned, or unresolved tickets
• Escalate urgent or complex issues to the appropriate team lead or subject matter expert
• Ensure resolution codes, categories, and ticket notes are entered accurately and consistently
• Identify duplicate, spam, misrouted, or out-of-scope tickets
• Reopen or redirect tickets when additional action is required
• Maintain clear documentation of actions taken within each ticket
• Assist with monitoring outstanding ticket volumes
• Support testing and implementation of RampUp/ServiceNow process improvements
• Identify recurring ticket trends and opportunities for process improvement
• Work closely with PTP team members, SMEs, IT, and other business partners
• Assist with documentation, job aids, SOPs, and training materials as needed
• Manage statuses of invoices and process credit notes primarily (AP type role)
• Process vendor statements and credit notes using new proprietary technology developed for this process
• Answer cases coming in from suppliers, manage triage, check status of invoices, and process credit notes

Additional Details:

• This role is heavily focused on triage and customer service.
• They will be supporting teams globally.