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Role Summary:

Provide technical support for HR technology solutions including SAP SuccessFactors, ServiceNow HRSD, and HR integrations. The role supports low to moderate complexity incidents and requests, troubleshooting, user support, and system administration activities to ensure stable and efficient HR operations.

Key Responsibilities

• Provide technical Level 12 support for HR systems, integrations, and HR service management tools.
• Investigate and resolve low to moderate complexity issues related to HR workflows, roles and permissions, interfaces, and employee data.
• Monitor SLAs and KPIs for HR Technology and Projects, analyze case drivers, root causes and system defects, facilitate operational prioritization.
• Monitor and analyse HR solutions roadmap incl new releases and maintain enhancement and change request backlog.
• Support users with system navigation, transactions, approvals, and troubleshooting.
• Monitor integration errors and coordinate issue resolution with solution architects, other technical teams and vendors.
• Perform routine technical system administration and data maintenance activities.
• Support testing activities for releases, patches, and enhancements.
• Maintain support documentation, knowledge articles, and operational procedures.
• Escalate complex issues to solution architects, product owners, or other technical teams when required.

Requirements:

Must have:

• 14 years of experience in SuccessFactors knowledge/experience in at least one or more of the following modules/areas: Employee Central (EC) and/or Time Management, technical configuration experience, Role Based Permissions (RBP), Reporting.
• Experience in HR systems support, HR operations, IT support environments.
• Basic understanding of integrations, interfaces, or ticketing systems.
• Strong problem-solving, attention to details and customer support skills.
• Ability to manage multiple requests and priorities in a service-driven environment.
• Good communication and stakeholder management skills.

Nice to have:

• Experience supporting ServiceNow HRSD
• Experience supporting HR integrations.
• Experience supporting other HR systems (in eg., Darwin, and more to be added to the landscape)
• Understanding of HR processes, such as onboarding, employee data changes, time management, recruiting, or talent processes.