INTRODUCTION The Global SAP SuccessFactors Support Analyst role offers the successful candidate the opportunity to be involved in some very exciting initiatives at Dentons. The Global SAP SuccessFactors Support Analyst will report into 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 in this role will be part of the early stages of CTS and can help impact the future of the service. Dentons is looking for a highly skilled SAP SuccessFactors professional to join our global team and take responsibility for ensuring escalation tickets are triaged, managed, and resolved to the highest possible standards within service level targets.
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 the world's largest global law firm, with 12,000+ 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 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 be supporting AUS, NZL, SGP region. The Talent Applications Support Manager will report to the Transformation Team to begin with and will shift from the transformation program to report into the Global Application Management Director and continue their support of the SuccessFactors tool, once the Director of the group joins.
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 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) and Recruitment modules are essential Onboarding, Learning, Performance & Goals are desirable Background providing a high level of customer services 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.
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