Global SAP SuccessFactors Support Analyst

About the role

Dentons is hiring a Global SAP SuccessFactors Support Analyst who reports to the Global Talent Applications Support Manager. The analyst is the primary Level 2 and Level 3 support contact for SuccessFactors operations across Australia, Singapore and New Zealand, managing incidents, service requests and change requests in line with service level targets and quality standards. The role also provides backup support for Canada, Europe and UKIME regions when needed, and works closely with local Talent teams, the Global Operations Team, the AMS and the implementation partner.

Key responsibilities

• Implement incident management processes on the IT service management system and triage tickets, escalating to the AMS team when required
• Provide primary support for Australia, Singapore and New Zealand and backup support for other regions during absences
• Manage role-based permissions so that changes are assessed, tested and implemented safely
• Perform configuration updates such as business rules, approval workflows, alerts, picklists, data models and MDF objects
• Monitor the SAP SuccessFactors Check Tool and coordinate remediation and validation
• Maintain Performance & Goals and Recruiting templates, including testing, deployment and launch
• Work with local Talent teams, the Global Operations Team, the AMS and implementation partners to clarify requirements, test solutions and resolve defects
• Run regional reports, monitor service levels and follow up with ticket owners before breaches occur
• Keep the implementation partner portal tickets up to date and help maintain FAQs and How-To guides on MS Teams

Required profile

• Strong SAP SuccessFactors experience, combining functional knowledge with hands-on technical and configuration skills
• Employee Central (Core HR and Time) and Recruiting experience are essential
• Ability to troubleshoot, solve problems and communicate technical matters clearly to technical and non-technical stakeholders
• Client service and stakeholder management skills, self-motivated and able to work under limited supervision
• Able to work across regions and time zones
• Legally eligible to work in the location; visa sponsorship or relocation is not provided

Required skills

• SAP SuccessFactors, including Employee Central and Recruiting
• Onboarding 2.0, Learning, Performance & Goals and Compensation (desirable)
• SAP Business AI (Joule) and Talent Intelligence Hub (preferred)
• SAP SuccessFactors Story Reports (preferred)
• Advanced Microsoft Excel, including pivot tables and charts