Global SAP SuccessFactors Support Analyst

This is a fully remote position, open to applicants in Australia.

📋 Description

• Act as the main L2 and L3 support contact for SuccessFactors operations throughout Australia, Singapore, and New Zealand.

• Oversee incidents, service requests, and change requests in accordance with Dentons' service level targets and quality standards.

• Deliver controlled functional and technical administration.

• Ensure issues are addressed at the appropriate support level or escalated in a timely manner.

• Provide backup assistance for Global Team members supporting Canada, Europe, and UKIME regions as necessary.

• Collaborate closely with local Talent teams, the Global Operations Team, AMS, and Project Implementation Partner Teams.

• Execute Incident Management processes within an IT Service Management System.

• Prioritize tickets based on subject matter and complexity, escalating to the AMS Team when necessary.

• Manage Role-Based Permissions for assigned regions, evaluating, testing, and implementing changes without compromising privacy, security, or unintended access issues.

• Conduct SuccessFactors configuration updates, including business rules, approval workflows, alerts, picklists, data models, Business Configuration, and MDF objects.

• Monitor and act on findings from the SAP SuccessFactors Check Tool, coordinating remediation and validation efforts.

• Manage and maintain Performance & Goals and Recruiting templates, including controlled updates, testing, implementation, and launch.

• Clarify requirements, coordinate delivery, test solutions, and resolve incidents or defects with internal teams and partners.

• Generate regular reports for regions in agreed formats and datasets.

• Measure and monitor service level targets, following up with ticket owners before breaches occur.

• Oversee the system implementation partner portal, ensuring that linked tickets are maintained and updated.

• Assist in maintaining user FAQs, How To guides, and other support documentation on Microsoft Teams.

⛳️ Requirements

• Extensive SAP SuccessFactors experience, integrating functional knowledge with practical technical and configuration skills.

• Experience in Employee Central, including Core HR and Time, as well as Recruiting, is essential.

• Familiarity with Onboarding 2.0, Learning, Performance & Goals, and Compensation is desirable.

• Knowledge of SAP Business AI capabilities, including Joule, is preferred.

• Understanding 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 in providing high-quality application support and customer service in an IT and HR technology setting.

• Advanced skills in Microsoft Excel, including pivot tables, data analysis, and charts.

• Proven ability to troubleshoot effectively.

• Strong problem-solving mindset.

• Excellent written and verbal communication skills, capable of conveying technical information clearly to both technical and non-technical stakeholders.

• Exceptional client service and stakeholder management skills, with the ability to establish effective working relationships across local Talent teams, Global Operations Team, and AMS and Implementation partners.

• Self-driven and able to operate with minimal supervision.

• Highly organized, capable of multitasking and meeting deadlines.

• Ability to work effectively across regions and time zones, balancing local priorities with global standards.

• Must have legal eligibility to work/live in the location; visa sponsorship or relocation costs will not be provided.

🏝️ Benefits

• The remuneration and benefits package will be tailored to reflect the successful candidate's experience and competencies.

• Visa sponsorship or relocation costs will not be provided.