ROLE OVERVIEW
As a VMO Intake & Triage Analyst, you will serve as the primary point of contact for the Vendor Management Office, playing a critical role in streamlining our request handling processes. You will manage the central intake channel, ensuring all inquiries are promptly acknowledged and accurately categorized. By leveraging our internal knowledge base, you will resolve routine queries directly, route complex requests to the appropriate subject matter experts, and manage escalations to ensure timely and effective resolution. Success in this role requires strong analytical judgment, a proactive approach to process optimization, and the ability to provide clear, actionable guidance to stakeholders. You will also take ownership of our knowledge base, ensuring it remains an up-to-date and reliable resource, and contribute to continuous improvement initiatives by identifying service trends and opportunities to reduce friction in our intake workflows.
KEY RESPONSIBILITIES
1. Intake Mailbox Management
- Own and monitor the vendor management intake mailbox and group alias throughout the shift, so no request sits unread.
- Acknowledge incoming requests within the agreed response window and set expectations on what happens next.
- Categorise and log every request so volume, type and ageing can be reported accurately.
- Identify and protect sensitive content, moving anything containing confidential commercial or personal data onto the appropriate restricted channel.
- Keep the mailbox clean — no aged, unowned or silently closed threads.
2. Triage & Routing
- Triage each incoming request against the knowledge base and direct the requester to the correct resolution path.
- Resolve directly where a documented answer exists, rather than forwarding a question that already has an answer.
- Route to the correct owning team where the request needs specialist handling, with enough context that the receiving team does not have to re-ask.
- Recognise the request types that must not be handled in the mailbox at all and redirect them to the formal intake path.
- Track routed requests to confirm they were picked up, rather than treating hand-off as closure.
3. Guidance & Escalation
- Provide issue-resolution guidance to vendor managers by email or chat, directing them to the appropriate support channel in line with procedure.
- Escalate queries not covered by the knowledge base along the escalation paths defined in the standard operating procedure.
- Recognise urgency and commercial sensitivity, and escalate early where a delay would have a contractual or supplier-relationship consequence.
- Hand over open and at-risk items cleanly at end of shift so nothing stalls between windows.
4. Knowledge Base & Continuous Improvement
- Maintain the knowledge base as common queries emerge and as process changes are rolled out, submitting updates for client review.
- Identify repeat questions that indicate a process or communication gap, and propose the fix rather than answering the same query indefinitely.
- Report on request volumes, categories, routing accuracy and recurring themes.
- Contribute to deflection: the measure of success is fewer avoidable requests reaching the mailbox over time, not more requests handled.
PERFORMANCE & SERVICE LEVELS
Indicative performance targets for the role; final service levels are confirmed on engagement and measured per service line.
- Acknowledgment: acknowledge 100% of incoming requests within the agreed response window.
- First Meaningful Response: provide a meaningful technical update on 90% of requests within 2 business hours.
- Routing Accuracy: sustain a high first-time-right routing rate, with misroutes tracked and root-caused.
- Knowledge Base Currency: knowledge base updated for every process change and for recurring queries, and reviewed on the agreed cycle.
- Ageing: zero requests aged beyond the agreed threshold without an update or escalation.
- Deflection: a measurable reduction over time in avoidable requests, evidenced by category reporting.
- Ticket Quality: sustain ≥95% against the weighted quality scorecard, which is weighted toward technical accuracy, then completeness, timeliness and communication.
- Customer Satisfaction: sustain ≥95% of responses rated Excellent or Good.
TOOLS & SYSTEMS
- Intake channels: shared mailbox and group alias, plus enterprise chat for direct guidance to vendor managers.
- Ticketing: enterprise ticketing and issue-tracking systems for logging, categorisation and ageing reporting.
- Knowledge management: the vendor management knowledge base and standard operating procedure set.
- Reporting: spreadsheet and BI tooling for volume, category and routing analysis.
REQUIRED SKILLS & EXPERIENCE
Mandatory
- 2–5+ years in a shared-services intake, service desk, vendor support or procurement operations role handling a high-volume shared mailbox or queue.
- Demonstrated triage judgement — able to classify an ambiguous request correctly and know when it is not yours to answer.
- Working knowledge of vendor management, procurement or contract processes, sufficient to understand what is being asked.
- Excellent written English, since most of the role is written communication with senior internal stakeholders.
- Knowledge-base authoring and maintenance discipline.
- Confidentiality judgement with commercially sensitive and personal data.
- Willing and able to work a shift-based roster, including night shifts, from the Hyderabad delivery centre.
Preferred
- Experience owning a knowledge base and measurably reducing repeat contacts.
- Exposure to contract lifecycle, supplier performance or procurement platforms.
- IT service management tooling and ticket categorisation practice.
- Reporting or dashboard building on request volumes and themes.
- ITIL foundation or equivalent service management certification.
