P2P Customer Support Snr Analyst

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

Essential Duties/Principal Responsibilities

• Provide first-line support for global P2P queries across Coupa and SAP S/4HANA
• Manage and resolve tickets related to requisitions, purchase orders, invoices, and payments within SLA
• Support end-to-end P2P processes, ensuring accurate transaction flow between Coupa and SAP
• Investigate and resolve invoice discrepancies, blocked invoices, and payment issues
• Troubleshoot and escalate integration issues between Coupa and SAP systems
• Assist suppliers with onboarding, invoice submission, and queries via Coupa Supplier Portal
• Coordinate with Vendor Master Data teams to ensure accurate supplier data in systems
• Ensure compliance with internal controls, procurement policies, and audit requirements
• Monitor KPIs (e.g., resolution time, query backlog) and support service delivery reporting
• Perform root cause analysis on recurring issues and implement corrective actions
• Collaborate with Procurement, Accounts Payable, Treasury, and IT teams
• Contribute to continuous improvement, automation, and process standardization initiatives
• Maintain accurate documentation, SOPs, and knowledge base articles
• Support user and supplier training on P2P processes and tools Work toward improving AP
• Act as SME for specific P2P areas (e.g., invoice processing, Coupa-SAP integration, supplier enablement)
• Provide functional guidance and problem-solving support to junior analysts
• Handle complex and escalated cases that require deeper system or process knowledge
• Support standardization and harmonization across regions in SSC
• Develop deeper expertise in Coupa ↔ SAP S/4HANA integration flows
• Support troubleshooting of interface errors, data mismatches, and system defects
• Participate in testing, defect validation, and deployment support for system changes
• Coach and mentor junior team members

Minimum Qualifications: Education, Experience, Skills, Abilities, License/Certification:

• Bachelor’s degree in commerce, Accounting, Finance or Languages
• 3 – 7 years’ experience in Accounts Payable
• Hands-on experience with Coupa S2P and SAP S/4HANA
• Excellent communication skills (English)
• Speak and write fluently English and 1or 2 other languages
• Experience working in a Global Shared Services Centre
• Prior experience in high-volume of queries
• High attention to detail
• Problem-solving ability
• Customer-service orientation
• Ability to work with tight deadlines
• Advanced oral, written, and interpersonal communication skills. Strong presentation and facilitation skills to communicate with and persuade a wide range of audiences.
• Preferred – Finance and or Procurement background

Physical Demands
(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)

• Work is conducted in an office environment. (5 days a week)
• Regularly required to sit, stand, walk, reach with hands and arms, and move about the facility.
• Ability to use hands and fingers dexterously to operate office equipment.
• Regularly required to listen, talk to, and see employees daily via Teams or Online application.
• Vision abilities required by this job include close vision.

Work Environment
(The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)

• Office: Standard office equipment; work performed in an office setting free from any disagreeable elements.
• Standard weekly job hours: 40 hours / 5 days a week
• This requires the employee to work onsite three days per week (Tuesday to Thursday)
• This role operates within a two-shift structure (9:00 AM – 6:00 PM IST and 12:00 PM – 9:00 PM IST) to support North America. The specific shift assignment will be determined during the recruitment and selection process, and the successful candidate will be expected to work in one of the assigned shifts.
• For employees assigned to the Late Shift (12:00 PM – 9:00 PM IST), Xylem will provide company-arranged transportation from the workplace to the employee’s home to ensure safety.
• This position would be in Xylem Bangalore Office (Karle Town Center).

Xylem is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.