SuccessFactors Systems Specialist

About the Role

As a SuccessFactors Systems Specialist, you will be collaborating closely with the People Services Systems Manager, offering technical expertise for our HR system, specifically SuccessFactors Employee Central, Joule and Enterprise Service Management. Your focus will be on adopting a customer-centric approach to empower us in delivering an optimal HR system experience.

Key Responsibilities

• Support the People Services Systems Manager by acting as the initial point of escalation within the People Services Systems Team for issues relating to SuccessFactors, exercising judgement and using initiative in dealing with complex issues.
• Uses deep technical knowledge in SuccessFactors Employee Central, Joule and Enterprise Service Management to analyse and rectify complex system faults to provide long term solutions, by root cause analysis.
• Supports the People Services Systems Manager by being the primary contact for daily the triage calls and weekly prioritisation calls and helping to manage ticket assignment and workload.
• Work with stakeholders, and as required directly with the business, to understand and resolve service issues.
• Coach the team to ensure they are skilled to provide sound technical knowledge that is right first time, meets the needs of our customers and are explaining things in everyday language instead of technical terms.
• Ensure end to end process documentation is up to date and maintained in a process library
• Work alongside the wider People Services team to identify, define and deliver ongoing system and process improvements using technical knowledge of Employee Central, Joule and Enterprise Service Management.
• Design and scope changes, writing technical specifications and configuring changes.
• Plan, execute and evaluate bi-annual system releases and test cycles required of People Services systems including defect management and retesting as needed.
• Lead and mange projects and monitor progress against the plan.
• Participate in internal and external network events and meetings in order to pass on information promptly; keep people informed to ensure co-ordination of effort and that work is done effectively.

About You

As a SuccessFactors Systems Specialist, you will need to have experience in an operational HR Systems role, ideally in a fast paced environment where you are able to quickly understand business issues and problems and take a logical problem-solving approach to your resolution.

Essential:

• Knowledgeable and proficient in SAP SuccessFactors Employee Central, including configuration capabilities.
• Proven practical computing experience in the support and maintenance of MS office based systems.
• Experience in executing and evaluating system upgrades (against current functionality and requirements) and carrying out relevant testing.
• Customer centric by designing and developing candidate and employee centric processes with the end user in mind.
• Driven to make a difference; is delivery and outcome focused
• Able to adapt and respond to a change in direction effectively
• Able to add value and make an impact despite uncertainty and ambiguity.
• Stays calm and delivery-focused despite multiple tasks, priorities, and deadlines
• Accountable and responsible, able to deliver outcomes effectively and in line with agreed Service Level Agreements (SLAs).
• Excellent communication skills, both written and verbal (to discuss and explain analysis, requirements and solutions).
• Experience in updating and maintaining process documentation.
• Proven experience working and engaging with multiple stakeholders, seeking to understand to enable a simple and efficient solution to their problems.
• Ability to handle confidential and sensitive matters with a high standard of professionalism.
• Competent with Microsoft packages especially Excel and SharePoint.

Desirable:

• Knowledgeable and proficient in Joule and Enterprise Service Management.
• A keen interest and experience in HR systems and technology advancements such as robotics and process automation that enable operation service delivery
• Customer centric process design across the end-to-end employee lifecycle with a focus on automation and self service
• Understanding of HR process, procedures and legislation.