IT Associate Analyst - Success Factor [T500-30002]

Officeworks GCC India; Bengaluru; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Officeworks in India is seeking an IT Associate Analyst to support and configure SAP SuccessFactors and related HR platforms. The role focuses on incident management, system configuration, release management, and data governance across SuccessFactors modules, with strong vendor and stakeholder engagement.

You will work with SAP CPI integrations, ITSM practices in ServiceNow, and ensure payroll and rostering processes align with business needs.

Qualifications

• Bachelor's degree in IT or related field.
• 5-7 years of experience supporting and configuring SAP SuccessFactors.
• Hands-on configuration across SF modules with depth in at least one.
• Experience with HR/payroll integrations and middleware concepts.
• Ability to translate requirements into functional designs and engage vendors.

Responsibilities

• Application Support and Incident Management.
• Primary technical contact for People Team, Payroll, and store teams.
• Triage, investigate, and resolve incidents and requests per SLA using ServiceNow.
• Maintain platform stability and perform root-cause analysis.
• Coordinate release testing and post-upgrade adoption of SF functionality.
• Manage vendor interactions and provide clear technical specs for external work.

Skills

Stakeholder engagement

Vendor management

Incident management

Change & release management

Data governance

Education

Bachelor's degree in IT or related field

Tools

SAP SuccessFactors

SAP CPI

ServiceNow

Job description

Officeworks’ purpose is “we bring big ideas to life at low prices”. We are Australia’s leading omnichannel retailer of complete technology solutions, stationery, furniture, art supplies, and learning resources. We also offer services including Print & Create and Geeks2U. We begin with customers—our products and services provide solutions to our diverse range of customers across Australia, from households, students, small to large-sized businesses, governments, and schools.

• Education: Tertiary degree in Information Technology, Business Information Systems, or a related field.
• Experience: 5-7 years of experience supporting and configuring enterprise people systems: SAP SuccessFactors.
• Platform Expertise: Hands-on configuration experience across SAP SuccessFactors (EC, ECP, Learning, PMGM, RCM/ONB, COMP/VP) with depth in at least one platform and the capability and appetite to upskill in the second.
• Integration & Data Knowledge: Practical experience supporting HR/payroll system integrations, data reconciliation, and understanding middleware concepts (e.g., SAP CPI).
• Business Process Alignment: Practical understanding of core people processes (hire-to-retire, rostering, timekeeping, payroll) and how they translate into system configuration.
• Stakeholder & Vendor Engagement: Demonstrated ability to collaborate with business stakeholders, translate requirements into functional designs, and specify and review work from external vendors or implementation partners.

Preferred:

• Industry Context: Retail or multi-site, award-covered workforce experience, including Australian industrial instrument and payroll compliance exposure.
• Technical Certifications: SAP SuccessFactors module certifications, or ITIL foundations certification.
• Support Discipline: Proven background in IT Service Management (ITSM), root cause analysis, incident triage, and service level management using tools like ServiceNow.
• Integration & Agile Exposure: Experience supporting HR and payroll middleware (such as SAP CPI), agile ways of working, and vendor release management cycles.
• The IT Associate Analyst provides day-to-day application support and configuration across the Officeworks people technology stack. The role underpins how team members are hired, onboarded, trained, rostered, paid, and developed by supporting the core enterprise platforms (SAP SuccessFactors) and the integration points connecting them.
• Operating across SuccessFactors the role ensures continuous platform stability, rapid incident triage, and accurate operational workflows. By managing day-to-day vendor relationships and delivering business-aligned configuration changes, the role maintains data integrity across cross-system interfaces while building shared coverage across the technology team.

In this role you will:

• Application Support and Incident Management
• Act as the primary technical support contact for the People Team, Payroll, Workforce Planning, and store team members.
• Triage, investigate, and resolve incidents and service requests within agreed service level agreements using ServiceNow.
• Maintain operational stability across supported platform stacks, performing root cause analysis and driving resolution for technical issues.
• Escalate platform or integration issues to internal technology teams or external software vendors, driving ticket progression through to closure.

System Configuration and Release Management:

• Maintain SAP SuccessFactors configurations (where applicable), including MDF objects, business rules, workflows, wage types, work schedules, pay calendars, and module templates.
• Assess the operational impact of vendor update cycles, such as SuccessFactors half-yearly releases.
• Coordinate release testing, stakeholder communication, and post-upgrade adoption of relevant platform functionality.

Requirements, Design, and Testing:

• Analyse business requirements in partnership with People Team stakeholders and translate them into functional design specifications.
• Deliver application changes following established standard change and release management processes.
• Execute unit and regression testing across dependent platforms and support user acceptance testing activities with key business users.

Integration Support and Data Governance:

• Support and monitor data integrations between people systems and downstream applications.
• Monitor interfaces with third-party providers, such as external learning content platforms.
• Investigate and resolve data quality discrepancies and system reconciliation issues to maintain data accuracy and integrity.
• Administer role-based permissions and access controls to maintain compliance with data privacy policies and security standards.

Vendor Management and Knowledge Sharing:

• Manage day-to-day interactions with SAP and implementation partners, providing clear technical specifications for external work.
• Log vendor tickets, monitor delivery timelines, and perform quality assurance reviews on vendor-delivered configuration.
• Produce and maintain configuration documentation, support runbooks, and knowledge articles to build shared support coverage.
• Build working knowledge of the secondary stack through structured cross-skilling, vendor training, and paired support work where primary depth sits in one platform.