Job Title: RampUp Specialist
Location: Nashville, TN 37201 (Onsite)
Duration: 6 Months (Extension Possible)
Position Summary:
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.
Key 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-Product 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.
Common Requests Supported:
- Invoice status
- Payment status and proof of payment
- Purchase orders not generated
- Purchase requisition submission errors
- Supplier/vendor setup
- Banking updates
- Company code extensions
- Graphite supplier portal support
- Supplier login issues
- Invoice corrections
- General PTP process questions
- Ticket routing and escalation
Qualifications:
- 1-3 years of experience in Accounts Payable, Procure-to-Pay, customer service, shared services, or a similar support environment preferred.
- Experience working with ServiceNow or another ticketing/case-management system preferred.
- Basic understanding of Accounts Payable and supplier processes.
- 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.
- Proficiency in Microsoft Excel, Outlook, and Microsoft Office.
- Ability to learn new systems and processes quickly.
- Experience with Oracle Cloud, ServiceNow, or supplier portals is a plus.
Key Skills:
- Customer service
- Ticket management
- Accounts Payable / PTP knowledge
- Problem solving
- Attention to detail
- Prioritization
- Written communication
- Follow-up and escalation management
- Data accuracy
- Process improvement
Assignment Objective:
The primary objective of this position is to provide additional operational support to the RampUp process, reduce outstanding and unassigned ticket volume, improve ticket-routing accuracy, and help ensure suppliers and internal customers receive timely and consistent support.