Procurement Triage Specialist

Duties And Responsibilities

• Monitor and manage the ServiceNow procurement and inventory ticket boards continuously
• Acknowledge receipt of requests and communicate with clients as needed via email or chat
• Categorize tickets according to predefined rules (e.g. licensing, software, hardware, inventory, and complex requests)
• Triage incoming tickets and assign them to the appropriate team member
• Adjust ticket assignments based on team availability/workload (e.g., PTO)
• Provide clients with updates, including ETA and tracking information when applicable, according to predefined policies
• Review tickets and follow up with clients via email or chat to gather additional details when necessary
• Identify and escalate urgent or stale tickets to the team lead
• Track and report tickets that were incorrectly assigned to the procurement team
• Research client history to provide context and support procurement analysts
• Maintain and update records in IT Glue, including quoting profiles and license details
• Contribute to process improvements by maintaining documentation related to ticket management policy and procedures

Qualifications

• HS diploma
• Bachelor's Degree preferred
• Professional demeanor
• 2-4 Years Prior experience in IT procurement, distribution, or managed services preferred
• Basic understanding of computer hardware, components and software
• Prior experience working within software systems a plus (ServiceNow, ConnectWise, Microsoft Office Suite)
• A great attitude and a willingness to learn from and contribute to our Procurement Team