Valentine Mmaju

I led the global support and continuous optimization of Mercy Corps’ SAP Ariba procurement system (“ProSource”), ensuring seamless performance, business continuity, and alignment with evolving business processes across HQ and field offices.

Key responsibilities include:

• Serving as the primary global technical contact for SAP Ariba (Tier 2/3 support).
• Overseeing business-as-usual operations, issue resolution, and system performance monitoring.
• Managing user access, governance, and compliance with data standards.
• Driving continuous improvements, automation, and configuration updates.
• Supporting procurement reporting, analytics, and data integrity.
• Delivering user training, knowledge resources, and system enablement.

This role enabled me to strengthen global procurement operations and contribute to Mercy Corps’ mission of creating sustainable impact worldwide.

• Manage the prioritization process for system related requests and ongoing administration to ensure strategic business objectives are met and risk is managed.
• Managed SAP Ariba support strategy and monitored overall usage of procurement help desk. Collaborated with global procurement, logistics, finance, vendors, and IT to troubleshoot procurement system issues. Documented resolution steps to enhance knowledge sharing and reduce future issues. Coordinated with IT to manage migration of significant release functionalities across assigned system environments. Oversaw configuration changes, upgrades, and enhancements for test and production sites. Facilitated user acceptance testing to ensure functionality met end-user requirements.
• Ensure user support coverage in accordance with the agreed Service Level Agreement (SLA) and perform or oversee system administration functions including user set-up, roles and permission management and other configurations.
• Support Source to Pay (S2P) related system projects in coordination with GPL business requirements and SLAs, as defined by agreed project objectives including business requirements, timelines, and budget.
• Overseeing SAP Ariba master data and resolving any master data-related issues to ensure continuous improvement by identifying automation opportunities
• Designed and consulted on complex solutions for business process re-engineering to support master data implementations. Analyzed master data requirements to ensure alignment with organizational goals. Executed intricate data mapping activities to facilitate seamless data integration. Contributed expertise in developing strategies for effective master data management.
• Designing and developing the MDM components to support the master data implementations Focusing on identifying the underlying data issues using the output of the Data Quality tools.

• Responsible for all master data functions in each deployment phase of the SAP Ariba solution -Prosave to 55 countries
• Technical lead on all UAT related activities - TEST system setup, test parameters setup, Test Script writing and support of all users across multiple time zones
• Implementation of Change Requests across all modules of the system -S2C, P2P, Guided Buying.
• Manage the relationship between the organization and all assigned technical Ariba consultants for issue escalations that require a Service Request from Ariba support.
• Created a standardization of all master data job tasks and mentored junior team members on industry best practices in handling system data.
• Met project deadlines while supporting users from live countries
• Create and Facilitate knowledge sharing avenues where aspects of the system is clarified and ensure that proper documentation is done for reference purpose.
• Creating support documentation for end users, i.e. user guides that will aid end users in how to use ProSave.

• Successfully lead the Master Data team in system deployment to 55 countries in 5 waves
• Worked with the team that managed the system setups and configurations in the following activities; Cutover, System testing, UAT support, Smoke testing and Hypercare
• Collaborated with the project team to determine project specifications and scope.
• Validated and optimized data quality standards by developing and continuously improving data collection and automated upload strategies
• Executed system testing/regression testing to ensure configuration built reflects the requirements provided.
• Evaluated efficiency and reliability of internal data management tools to identify and correct data discrepancies
• Built and maintained tracking databases to better manage the volatile nature of the SAP Ariba Master Data files and functions
• Tested and refined data management tools and functions to scale with increasing load demands.
• Provided primary customer support to internal and external customers using Jira CRM ticketing model
• Ensure that all system administration practices are well documented and centrally saved for ease of retrieval for reference and training purposes
• Set up and controlled user access levels across TEST and PROD sites to protect important data.

• Providing ongoing support after implementation to country users, resolving both business and technical issues– escalating issues to Oracle, where needed.
• Ongoing execution of upgrade and patch assessment and regression testing.
• As part of a support team, log in the appropriate IT systems and manage to resolve all assigned level 2 related support tickets within the appropriate SLA
• Provide global functional and technical support to level 2 to end users and HR admins
• Escalate unresolved support tickets to vendor using standard defined process
• Stabilize the use of Oracle HCM and Taleo as countries and Members go live.
• Identify continuous improvement processes; identify requirement, document requirement, configure, test and implement changes.
• While Oracle is being phased in, provide BAU support to HR users of our legacy HRIS, Effective Staff and other HR systems

• Worked with customers to understand needs and provide excellent service.
• Prepared a variety of written communications, reports and documents and conducted IT induction for all new staff members.
• Maintained office PCs, networks and mobile devices.
• Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
• Performed troubleshooting and repaired peripheral devices such as printers, scanners and projectors
• Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
• Configured systems according to prescribed software and hardware frameworks.
• Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
• Oversaw equipment inventory to maintain on-hand availability of necessary replacement parts and consumable goods.
• Performed troubleshooting to correct computer hardware and software malfunctions.