Source to Pay - Production Support Manager

What is the opportunity?

As a member of the S2P Production Support Team, you will partner with Global Procurement and Enterprise wide end-users to provide business and technical assistance on a suite of Procurement product tools and processes.   Your focus will be on delivering top-notch incident management support, ensuring seamless resolution of production issues with minimal impact to our user base. You will engage with application vendors, raising and managing production tickets. As Manager – S2P Production Support you will drive Supplier Enablement initiatives while collaborating with various RBC Platforms to achieve supplier onboarding and expand user adoption of our Procurement product applications. This role requires a unique blend of technical savvy, excellent communication skills, and a collaborative mindset.

What will you do?

• Independently manage & resolve user issues by leveraging critical thinking 
• Configure, manage and support Intake Forms and related inquiries from multiple channels
• Monitor & maintain S2P Application Production Performance
• Raise tickets and engage with S2P Application Vendors to resolve Production issues
• Rapidly respond to S2P Application inquiries from internal End-Users and external suppliers
• Troubleshoot issues as Level 3/4 support and escalate where appropriate to management and/or 3rd party supplier (Coupa, Ivalua)
• Perform configuration maintenance activities
• Configure S2P Solutions (Coupa, Ivalua) as required related to small enablement projects (supplier/business enablement, enhancement requests etc)
• Conduct User Acceptance Testing (UAT) and Post Implementation Verification (PIV)
• Update procedural documentation (SOPs) when applicable. Draft Support and Training material for RBC End users
• Day to day
  • Production Support – 50%
  • Supplier Enablement, Analysis, Solution Design Configuration – 30%
  • Release & Testing Support – 20%

What do you need to succeed?

Must-have

• Knowledge of Source to Pay (S2P) solutions and processes.
• Administration & Configuration experience with Coupa and/or Ivalua
• 2-3 years web-based application administration and support  
• Integration/Automation process monitoring
• Production/Technical Support experience
• Intake & Incident Management

Nice-to-have

• Coupa Certification 
• Ivalua Certification
• SQL Certification
• Jira Service Desk

What’s in it for you?    

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation
• Leaders who support your development through coaching and managing opportunities 
• Work in a dynamic, collaborative, progressive, and high-performing team
• Opportunities to do challenging work
• Flexible work/life balance options

#LI-Hybrid

#LI-POST

Job Skills

Coupa, Critical Thinking, Customer Support Systems, Global Procurement, Group Problem Solving, Incident Management, Installation Support, IT Service Management (ITSM), IT Standards, IT Systems Management, Ivalua, Long Term Planning, Process Management, Production Support, Source-to-Pay (S2P), Supplier Enablement, Supplier Onboarding, Taking Initiative, Teamwork, Technical Support, Time Management, Troubleshooting, User Acceptance Testing (UAT), User Adoption

Additional Job Details

BAY WELLINGTON TOWER, 181 BAY ST:TORONTOTorontoCanada37.5Full timeCHIEF LEGAL & ADMIN OFFICE GRPRegularSalaried2025-11-212025-12-31

Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Inclusion and Equal Opportunity Employment

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.