IT Support Analyst (Successfactors)

Michael Page; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading recruitment firm based in Kuala Lumpur is seeking an experienced IT Support Analyst (SuccessFactors) to provide daily technical support for the SAP SuccessFactors platform. This role involves resolving system issues, managing support tickets, and monitoring system performance. The ideal candidate should have hands-on experience with SAP SuccessFactors, ITSM tools, and technical support in an IT environment. The position offers a competitive salary and a comprehensive benefits package in a collaborative setting.

Benefits

Competitive annual salary

Comprehensive benefits package

Collaborative working environment

Exposure to cutting-edge technologies

Qualifications

• Strong understanding of SAP SuccessFactors modules and system capabilities.
• Hands-on experience with system configuration, integrations, and testing in SAP SuccessFactors.
• Experience with ITSM tools and processes.

Responsibilities

• Provide daily technical support of the SAP SuccessFactors platform.
• Resolve system issues and implement fixes.
• Manage support tickets with internal and external support teams.
• Monitor system performance and health.
• Support creation and documentation of system requirements.

Skills

SAP SuccessFactors modules knowledge

System configuration

ITSM tools experience

Technical support experience

Education

SAP SuccessFactors certification

ITIL Foundation certification

Tools

JIRA

Job description

Responsibilities

• Provide daily technical support of the SAP SuccessFactors platform.
• Resolve system issues, conduct root cause analysis and implement fixes.
• Manage support tickets with internal and external support teams and keeping business users updated as required.
• Manage technical support tickets with vendors to ensure timely resolution.
• Monitor system performance and health.
• Complete standard, repeatable service requests consistently and efficiently.
• Support the creation and documentation of system requirements for configuration and change requests.
• Execute configuration changes supporting the HRIS Functional Consultants.
• Collaborate with the Release Manager during scheduled maintenance.
• Assist with system testing, upgrades, and deployment of new features.
• Work with Data Management and HR teams to assess data quality through regular audits and quality checks.
• Work with access management to assure user access, roles, and permissions are in line with standards.
• Manage recurring incidents in line with ITSM procedures, escalating as problems and tracking through resolution.
• Create and update articles in the knowledge base relating to supported systems, processes and workarounds.

Essential Technical Experience

• Strong understanding of SAP SuccessFactors modules and system capabilities.
• Hands‑on experience with system configuration, integrations, and testing in SAP SuccessFactors.
• Experience with ITSM tools and processes, for example Managed Engine; JIRA.
• Previous experience in an IT support role.

Desirable Experience/Knowledge/Qualifications

• SAP SuccessFactors certification or equivalent experience.
• ITIL Foundation certification.
• Familiarity with project management methodologies (e.g., Agile, Waterfall) and tooling (e.g., JIRA).
• Knowledge of finance applications and processes, esp. Payroll.
• Experience of working with 3rd‑party vendors to troubleshoot and resolve incidents/problems.
• Experience of working in global cross‑functional teams.

Benefits

• Competitive annual salary
• Comprehensive MP benefits package.
• Opportunities to work in a collaborative and supportive environment in KL.
• Exposure to cutting‑edge technologies in the business services industry.

If you are ready to take on this exciting role as an IT Support Analyst (SuccessFactors), apply today to join a reputable organization in KL!

We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants from all diverse background.