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Reporting to the Global Talent Applications Support Manager, the Global SAP SuccessFactors Support Analyst will serve as the primary L2 and L3 support contact for SuccessFactors operations across Australia, Singapore and New Zealand. The role will manage incidents, service requests and change requests in line with Dentons service level targets and quality standards, provide controlled functional and technical administration, and ensure issues are resolved at the appropriate support level or escalated effectively. The successful candidate may also need to provide backup support for other Global Team members supporting Canada, Europe and UKIME regions when required and will work closely with local Talent teams, the Global Operations Team, the AMS and Project Implementation Partner Teams.
Responsibilities
Implementing Incident Management processes on an IT Service Management System to meet the ongoing needs of the business Triage tickets based on their subject matter and complexity, and when required escalate to AMS Team Provide primary operational support for Australia, Singapore and New Zealand and backup support for Canada, Europe and UKIME during planned or unplanned Team absences
Manage Role-Based Permissions framework for assigned regions, ensuring that changes are appropriately assessed, tested and implemented without creating data privacy, information security or unintended access issues for other regions
Perform SuccessFactors configuration updates, including business rules, approval workflows, Alerts, picklists, data models, Business Configuration, creation or maintenance of Metadata Framework (MDF) objects etc.
Monitor and act on findings from the SAP SuccessFactors Check Tool, coordinating remediation and validation where required
Manage and maintain Performance & Goals and Recruiting templates, including controlled updates, testing , deployment and Launch.
Work with local Talent teams, Global Operations Team, AMS and Project Implementation Partners to clarify requirements, coordinate delivery, test solutions and resolve incidents or defects
Run regular reports for regions, in agreed formats / data sets
Measure and monitor service level targets and follow up with ticket owners before breaches occur
Monitor System Implementation partner portal to ensure that linked tickets are maintained / updated regularly
Help to maintain user FAQs, 'How To' guides and other support documentation on MS Teams
Requirements
Technical Skills
Strong SAP SuccessFactors experience, combining functional knowledge with hands-on technical and configuration skills
Employee Central, including Core HR and Time, and Recruiting experience are essential
Experience with Onboarding 2.0, Learning, Performance & Goals and Compensation is desirable
Experience with SAP Business AI capabilities, including Joule, is preferred
Knowledge of Talent Intelligence Hub and skills-based talent processes is preferred
Proficiency in SAP SuccessFactors Story Reports, including report design, data validation and stakeholder-ready outputs, is preferred
Experience providing high-quality application support and customer service in an IT and HR technology environment
Advanced Microsoft Excel skills, including pivot tables, data analysis and charts
Behavioral Skills
Demonstrated ability to troubleshoot
Problem-solving mindset
Excellent written and verbal communication skills, with the ability to explain technical matters clearly to both technical and non-technical stakeholders
Excellent client service and stakeholder management skills, with the ability to build effective working relationships across local Talent teams, Global Operations Team and AMS and Implementation partners
Self-motivated and able to work under limited supervision
Highly organized, able to multi-task and meet deadlines
Able to work effectively across regions and time zones, balancing local priorities with global standards
Benefits
Remuneration and benefits package will reflect the successful candidates experience and competencies.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.
Disclaimer: Please ensure when applying for this role you are legally eligible to work/live in your location. Visa sponsorship or relocation costs will not be provided.
