SAP HR Functional Specialist

Future of London; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Final salary pension scheme

Free travel on TfL network

Hybrid working pattern

Job summary

Transport for London is seeking a Senior Service Analyst to manage service life cycles and provide Level 2/3 support across technology tools and services. You will ensure availability, security, and performance, communicating processes to stakeholders in a customer-focused way.

The role emphasizes incident management, supplier coordination, and continuous improvement within a multi-site environment, with a hybrid working pattern supporting office and home time.

Qualifications

• University degree in technology or equivalent experience.
• ItIL or similar IT service management qualification.
• Knowledge of SAP HR modules and integrations.
• Experience in multi-site public sector IT services.

Responsibilities

• Execute incident/major incident resolution to restore service within SLAs.
• Escalate outages and issues to restore service within targets.
• Lead supplier management and performance issues for smooth operations.
• Communicate with business and suppliers for successful transitions.
• Deliver incident and service request metrics and analyse trends.
• Recommend service and process improvements for defects.

Skills

Communication

Problem solving

Stakeholder management

SAP functional skills

Education

Bachelor's degree in IT/CS

ITIL certification

Tools

SAP HCM

SAP SuccessFactors ECC

SAP Payroll

Time and Attendance

Integration technologies

Job description

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External - All offers of employment are subject to satisfactory right‑to‑work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.

Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period. Hybrid working arrangements can evolve subject to business requirements.

Job Purpose

The Senior Service Analyst is accountable for the service life cycle of the technology within their portfolio/function ensuring that all Services are delivered to agreed standard, quality and performance. The role holder is accountable for communicating all process related activities to the relevant parties in a customer focused manner and deal with any issues as they arise.

The Senior Service Analyst will provide Level 2 or 3 support and maintenance to ensure TfL’s technology tools and services are available, up-to‑date and secure.

Key Accountabilities

• Accountable for executing support activities for incident/major incident resolution in order to ensure the service is restored for the business within relevant service level targets.
• Ensuring escalation of any system outages and issues are appropriately managed and dealt with to restore service within agreed service level targets.
• To lead and deliver supplier management and performance related issues to ensure a smooth day to day running of services – work with suppliers on their performance on the services, making sure service contract requirements are fulfilled
• Leading on communications to the business and third party suppliers and project delivery to achieve successful transition and running of the services
• Accountable for delivering incident and service request metrics and analysing problems and trends, providing recommendations for improvement and pro‑active resolution to achieve improvements in service efficiency
• Accountable for recommending service and process improvements to ensure effective handling and correction of defects in the TfL production environments
• Accountable for the day to day running and availability of services within their service portfolio including the service life cycle

Knowledge

• A University Degree in the relevant technology/computer science subject/equivalent technical qualification or demonstrable industry experience in Service Support/Service Delivery environment is essential
• IT Service Management qualification required, such as ITIL and/or its practical operation in a large organisation
• Knowledge of current/emerging technologies and processes employed in Enterprise Wide IT services
• Knowledge of relevant national and international legislation pertaining to the Government/Public Sector IT – e.g., Data Protection Act, EU Procurement Directives and Freedom of Information Act. HMRC rules pertaining to Tax and Ni desirable)
• Knowledge of SAP HCM, SAP Success Factors ECC , SAP Payroll, Time and Attendance and/or integration technologies/systems.
• Knowledge of the provision of effective technical support services to a complex, multi-site operation
• Knowledge IT applications in public transportation and its business environment
• SAP Certified in at least 2 of the following modules SAP HCM, Payroll, SAP Success Factors ECC, SAP Success Factors Onboarding, Time Management

Skills

• Excellent oral and written communication skills at a business and technical level.
• Highly skilled at solving and communicating complex problems.
• Communicates clearly and is skilled at adapting their communication style to meet the needs of the audience.
• Highly tuned SAP Functional skills

Experience

• Demonstrable experience of working in a complex multi-site environment dealing with standard business applications and real time implementation systems.
• Proven track record of development/operations background.
• Well-developed experience of issues and incident management and working within agreed SLAs.
• Track record of managing complex customer relationships and expectations
• Hands on experience of at least 3 years as a senior Functional consultant
• Minimum of 2 SAP implementations as a Functional expert/SME
• Demonstrable experience of delivering functional expertise across HR modules inclusive Payroll
• Well-developed experience of providing solutions based on SAP best practice.

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.

Vetting Process

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter ( https://tfl.gov.uk/corporate/careers/our-vetting-process ) explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect, and clear communication throughout.

We may close this advert early if we receive a high volume of suitable applications.