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Global Applications Support Analyst

2 weeks ago

Cape Town, South Africa Dentons Full time

**INTRODUCTION** **WHY DENTONS** Dentons is designed to be different. We are driven to always be the firm of the future, to challenge the status quo, and to provide holistic business solutions to our clients in new and innovative ways. We are the lightbulb moments. The bold ideas. We are 21,000+ people across 80+ countries. Driven by the diverse perspectives of our people, our clients, and our communities, we combine local knowledge with global insight. **ROLE** Reporting to the Lead, Global Talent Business Systems, the role of the Global Talent Applications Support Analyst is to manage the triage and resolution of support tickets with primary focus on our European region. This includes ensuring the highest possible quality and standards within Dentons service level targets. **Requirements**: **Key Deliverables** - Implementing Incident Management processes on an IT Service Management System to meet the ongoing needs of the business - Perform support fixes which can be resolved "first time" along with minor configuration changes/enhancements without escalation - Maintain global system security roles and supporting content (for example, profiles, forms, updates to notifications, workflows, alerts, templates, picklists, field labels, etc.) - Produce regular reports, in agreed formats / data sets - Measure and monitor service level targets and follow up with ticket owners before breaches occur - Monitor System Implementation partner portal to ensure that linked tickets are maintained / updated - Help to maintain user FAQs, 'How To' guides and other support documentation on Teams - Keep up to date in respect of SuccessFactors HCM functionality - Other tasks as assigned **SKILLS & COMPETENCIES** **Technical Skills** - Strong SuccessFactors experience, with both functional and technical skills: - Employee Central (Core & Time) is essential - Recruitment, Onboarding, Learning, Performance & Goals and Story Reporting are desirable - Background providing a high level of customer services in an IT and HR environment would be ideal - Demonstrated ability to troubleshoot - Problem-solving mindset - Excellent verbal and communication skills. Additional languages advantageous - Excellent client service skills - Advanced Excel - experience with pivot tables and graphs - Self-motivated and able to work under limited supervision - Highly organised, able to multi-task and meet deadlines - May be required to be on call **EDUCATION, EXPERIENCE & CERTIFICATIONS** - Proven experience supporting SAP SuccessFactors. - SAP Successfactors certification in relevant modules is preferred. - Proven advanced knowledge of Microsoft Excel. Certification considered an asset. **LANGUAGE CAPABILITIES/INTERNATIONAL EXPERIENCE** **Benefits** Diversity & Inclusion Essential to our success as a global law firm is our ability to attract and retain the best talent from a diverse range of backgrounds. We want a work environment where everyone can reach their potential and we have an inclusive culture which respects individual differences. We undertake and support several internal and external initiatives aimed at increasing diversity within the profession and we encourage all our partners and staff to get involved. Equal Opportunities Dentons is committed to providing equal opportunities for all. Reward and Recognition