Global SAP SuccessFactors Support Specialist

2 months ago

Cape Town, Western Cape, South Africa Dentons Full time
Introduction

The Global SAP SuccessFactors Support Analyst role presents a unique opportunity to be part of an exciting transformation at Dentons. Reporting to the Talent Applications Support Manager, you will provide technical support for SAP SuccessFactors, a key component of the Global Talent Transformation Program. With SuccessFactors already live in several regions, including Australia, Canada, the US, Europe, and Singapore, this role offers a chance to contribute to the development of a Central Technology Support (CTS) service, responsible for providing technical support for solutions like SuccessFactors as they move to production.

Why Dentons

Dentons is a forward-thinking law firm driven to innovate and provide holistic business solutions to clients. With a global presence across 80+ countries, we combine local knowledge with global insight, fostering a diverse and inclusive work environment. As a Global SAP SuccessFactors Support Analyst, you will be part of a team that embodies these values, working collaboratively to deliver exceptional results.

Key Responsibilities
  • Implement Incident Management processes on an IT Service Management System to meet the evolving needs of the business.
  • Triage tickets based on subject matter and complexity, assigning them to technical or process specialists when necessary.
  • Perform support fixes that can be resolved without escalation.
  • Maintain global system security roles and supporting content, including profiles, forms, updates to notifications, workflows, alerts, templates, picklists, and field labels.
  • Produce regular reports in agreed formats and data sets.
  • Monitor service level targets and follow up with ticket owners before breaches occur.
  • Help maintain user FAQs, 'How To' guides, and other support documentation on Teams.
  • Stay up-to-date with SuccessFactors HCM functionality.
  • Perform other tasks as assigned.
Requirements

To succeed in this role, you will need:

  • Strong SuccessFactors experience, with both functional and technical skills.
  • Employee Central (Core & Time) and Recruitment modules are essential.
  • Onboarding, Learning, Performance & Goals are desirable.
  • A background providing high-level customer service in an IT and HR environment would be ideal.
  • Demonstrated ability to troubleshoot.
  • Problem-solving mindset.
  • Excellent verbal and communication skills. Additional languages are advantageous.
  • Excellent client service skills.
  • Advanced Excel experience, including pivot tables and graphs.
  • Self-motivation and ability to work under limited supervision.
  • Highly organized, able to multitask, and meet deadlines.
  • May be required to be on call.
Language Capabilities/International Experience

We welcome candidates with foreign language capabilities and a global background, including professional experience gained across different geographies.

Disclaimer

Please ensure you are legally eligible to work/live in your location. Visa sponsorship or relocation costs will not be provided.

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