VMO Intake & Triage Analyst II

Overview

Serve as the primary point of contact for the Vendor Management Office, managing the central intake channel, triaging requests against the knowledge base, and routing or escalating as needed while maintaining the knowledge base.

What you'll do

• 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, with no aged, unowned or silently closed threads.
• 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 specialist handling is needed, with enough context that the receiving team does not have to re-ask.
• Recognise request types that must not be handled in the mailbox and redirect them to the formal intake path.
• Track routed requests to confirm they were picked up, rather than treating hand-off as closure.
• 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 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.
• 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.
• Report on request volumes, categories, routing accuracy and recurring themes.
• Contribute to deflection, measured by fewer avoidable requests reaching the mailbox over time.

What you'll need

• 2 to 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.

Nice to have

• 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.

Details

• Location: Hyderabad, India (delivery centre).
• Shift-based roster, including night shifts.