Global SAP SuccessFactors Support Analyst

Dentons; United States; À distance; USD 90 000 - 130 000; Plein temps

Résumé du poste

Dentons is seeking a Global SAP SuccessFactors Support Analyst to serve as the primary L2/L3 contact for SuccessFactors operations across multiple regions. You will manage incidents, service requests, and changes, coordinate with global teams, and ensure timely resolution with strong data security and process adherence.

The role requires hands‑on configuration skills and experience with Employee Central, Core HR, Time, and Recruiting, plus strong Excel capabilities.

Qualifications

• Strong SAP SuccessFactors experience combining functional knowledge with hands‑on technical and configuration skills.
• Employee Central including Core HR and Time, and Recruiting experience are essential.
• Onboarding 2.0, Learning, Performance & Goals and Compensation experience are desirable.
• Experience with SAP Business AI capabilities, including Joule, is preferred.
• Knowledge of Talent Intelligence Hub and skills‑based talent processes is preferred.
• Proficiency in SAP SuccessFactors Story Reports, including report design and data validation, is preferred.
• Experience providing high‑quality application support in an IT/HR tech environment.
• Advanced Microsoft Excel skills including pivot tables, data analysis and charts.

Responsabilités

• Implement Incident Management processes on an IT Service Management System.
• Triage tickets by subject matter and complexity; escalate to AMS when needed.
• Provide primary operational support for Australia, Singapore and New Zealand; backup for Canada, Europe and UKIME.
• Manage Role-Based Permissions framework for assigned regions and ensure data security.
• Perform SuccessFactors configuration updates: MDF objects, business rules, workflows, metadata, etc.
• Monitor findings from the SAP SuccessFactors Check Tool and coordinate remediation.
• Manage Performance & Goals and Recruiting templates with controlled updates, testing and deployment.
• Collaborate with local Talent teams, Global Operations, AMS and Implementation Partners to clarify requirements and test solutions.
• Run regular regional reports and monitor SLAs to prevent breaches.
• Maintain user FAQs and support documentation on MS Teams.

Connaissances

SAP SuccessFactors

Employee Central

Core HR

Time Management

Recruiting

Microsoft Excel

Communication

Outils

MS Teams

Story Reports

Description du poste

Reporting to the Global Talent Applications Support Manager, the Global SAP SuccessFactors Support Analyst will serve as the primary L2 and L3 support contact for SuccessFactors operations across Australia, Singapore and New Zealand. The role will manage incidents, service requests and change requests in line with Dentons service level targets and quality standards, provide controlled functional and technical administration, and ensure issues are resolved at the appropriate support level or escalated effectively. The successful candidate may also need to provide backup support for other Global Team members supporting Canada, Europe and UKIME regions when required and will work closely with local Talent teams, the Global Operations Team, the AMS and Project Implementation Partner Teams.

Responsibilities

• 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 escape to AMS Team
• Provide primary operational support for Australia, Singapore and New Zealand and backup support for Canada, Europe and UKIME during planned or unplanned Team absences
• Manage Role-Based Permissions framework for assigned regions, ensuring that changes are appropriately assessed, tested and implemented without creating data privacy, information security or unintended access issues for other regions
• Perform SuccessFactors configuration updates, including business rules, approval workflows, Alerts, picklists, data models, Business Configuration, creation or maintenance of Metadata Framework (MDF) objects etc.
• Monitor and act on findings from the SAP SuccessFactors Check Tool, coordinating remediation and validation where required
• Manage and maintain Performance & Goals and Recruiting templates, including controlled updates, testing , deployment and Launch.
• Work with local Talent teams, Global Operations Team, AMS and Project Implementation Partners to clarify requirements, coordinate delivery, test solutions and resolve incidents or defects
• Run regular reports for regions, 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 regularly
• Help to maintain user FAQs, 'How To' guides and other support documentation on MS Teams

Technical Skills

• Strong SAP SuccessFactors experience, combining functional knowledge with hands‑on technical and configuration skills
• Employee Central, including Core HR and Time, and Recruiting experience are essential
• Experience with Onboarding 2.0, Learning, Performance & Goals and Compensation is desirable
• Experience with SAP Business AI capabilities, including Joule, is preferred
• Knowledge of Talent Intelligence Hub and skills‑based talent processes is preferred
• Proficiency in SAP SuccessFactors Story Reports, including report design, data validation and stakeholder‑ready outputs, is preferred
• Experience providing high‑quality application support and customer service in an IT and HR technology environment
• Advanced Microsoft Excel skills, including pivot tables, data analysis and charts

Behavioral Skills

• Demonstrated ability to troubleshoot
• Problem‑solving mindset
• Excellent written and verbal communication skills, with the ability to explain technical matters clearly to both technical and non‑technical stakeholders
• Excellent client service and stakeholder management skills, with the ability to build effective working relationships across local Talent teams, Global Operations Team and AMS and Implementation partners
• Self‑motivated and able to work under limited supervision
• Highly organized, able to multi‑task and meet deadlines

Able to work effectively across regions and time zones, balancing local priorities with global standards

Remuneration and benefits package will reflect the successful candidates experience and competencies.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.

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.