INTRODUCTION The Global SAP SuccessFactors Support Analyst role offers the successful candidate the opportunity to be involved in exciting initiatives at Dentons. The Global SAP SuccessFactors Support Analyst will report to the Talent Applications Support Manager within the Global Talent Transformation Program and provide technical support for SAP SuccessFactors. The transformation program is deploying SuccessFactors firmwide with Australia, Canada, US, Europe, and Singapore now live, and our remaining regions soon to follow. After a transition period, the team will shift to Global Business Technology, marking another exciting opportunity at Dentons as the Global Business Technology team is developing a Central Technology Support (CTS) service responsible for providing technical support for solutions, such as SuccessFactors, as the services are moved to production. The successful candidate will be part of the early stages of CTS and can help impact the future of the service.
ROLE Reporting to the Talent Applications Support Manager, the role of the Global Applications Support Analyst is to manage the triage and resolution of support tickets. This includes ensuring the highest possible quality and standards within Dentons service level targets. This position will primarily support the AUS, NZL, and SGP regions.
KEY RESPONSIBILITIES & ACCOUNTABILITIES Implementing Incident Management processes on an IT Service Management System to meet the ongoing needs of the business Triage tickets based on their subject matter and complexity, and when required assign to one of several technical or process specialists Perform support fixes which can be resolved "first time" 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 with SuccessFactors HCM functionality Other tasks as assigned SKILLS & COMPETENCIES Technical Skills Strong SuccessFactors experience, with both functional and technical skills Employee Central (Core & Time) and Recruitment modules are essential Onboarding, Learning, Performance & Goals are desirable Background providing a high level of customer service in an IT and HR environment would be ideal Advanced Excel – experience with pivot tables and graphs Behavourial Skills Demonstrated ability to troubleshoot Problem-solving mindset Excellent verbal and communication skills. Additional languages advantageous Excellent client service skills 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. Proven advanced knowledge of Microsoft Excel. Certification considered an asset. LANGUAGE CAPABILITIES / INTERNATIONAL EXPERIENCE We are a truly global law firm and as such, always welcome hearing from those with foreign language capabilities. Additionally, we would be delighted to hear from candidates with a global background including professional experience gained across different geographies.
Disclaimer : Please ensure when applying for this role you are legally eligible to work / live in your location. Visa sponsorship or relocation costs will not be provided.
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.
Equal Opportunities Dentons is committed to providing equal opportunities for all.
Reward and Recognition Remuneration and benefits package will reflect the successful candidate's experience and country where hired.
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