Role Overview
The Accounts Payable Helpdesk Specialist serves as the first point of contact for all AP-related vendor and internal queries. The role is responsible for resolving invoice discrepancies, managing helpdesk tickets, and maintaining clear communication between suppliers, procurement, and the wider finance team. This position requires a strong focus on accuracy, timeliness, and stakeholder service within a structured, process-driven environment. This position will require to take inbound calls and email communication and should possess excellent written and verbal communication.
This role sits within the Finance Shared Services function and plays a critical part in ensuring smooth day-to-day AP operations. The Accounts Payable Helpdesk Specialist will work closely with the AP operations team, procurement, and external vendors to deliver a high-quality, responsive helpdesk service that supports the organization's financial controls and supplier relationships.
Why Join Us
At Cognizant, we don't just offer jobs—we build careers that thrive in the digital era.
- Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You're not just filling a seat—you're building a future.
- Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
- Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.
Key Responsibilities
- Query Management: Serve as the primary point of contact for vendor and internal AP queries; respond to inquiries on invoice status, payment timelines, and discrepancies within agreed SLAs
- Invoice Processing: Support end-to-end processing of PO and Non-PO invoices; validate coding, approvals, and supporting documentation for compliance
- Vendor Liaison: Act as the first point of escalation for vendor disputes, short payments, and duplicate invoice claims; resolve or route issues to the appropriate team
- Urgent Payments: Process priority and urgent payment requests in coordination with treasury; ensure accurate and timely completion
- Document Management: Support the transition from paper-based to digital invoice processing; maintain accuracy during cut-off periods and system migrations
- Reporting: Prepare regular helpdesk performance reports covering ticket aging, resolution rates, and open query volumes for management review
- Escalation Management: Identify unresolved issues and escalate appropriately to AP supervisors or relevant stakeholders in a timely manner
- Compliance: Adhere to internal controls, audit requirements, and data protection guidelines at all times
- Knowledge Management: Maintain up-to-date SOPs and helpdesk FAQs; contribute to process improvement initiatives within the AP function
Key Qualifications & Experience
- Education: Degree in Finance, Accounting, Business Administration, or a related field
- Experience: 2–4 years in an Accounts Payable or Finance Shared Services role; prior helpdesk or customer-facing AP experience.
- ERP Systems: Hands-on experience with an ERP platform such as Oracle, familiarity with document management systems is an advantage
- Tools: Proficient in Microsoft Excel; experience with a ticketing or workflow management system (e.g. ServiceNow, Freshdesk, or equivalent)
- Communication: Strong written and verbal communication skills; ability to manage supplier and stakeholder relationships professionally under pressure
- Attention to Detail: High degree of accuracy in data entry and invoice validation; disciplined approach to compliance and exception handling
- Process Orientation: Comfortable following structured workflows and operating within SLA-driven environments
- Preferred: Experience working in a Shared Services, BPO, or GBS environment; exposure to AP transition programmes
Your future starts here—grow, thrive, and make an impact with Cognizant.
