Global SAP SuccessFactors Support Analyst

Dentons; Johannesburg; On-site; ZAR 30,000 - 70,000; Full time

Job summary

An established industry player is seeking a Global SAP SuccessFactors Support Analyst to join their dynamic team. This role offers the chance to be involved in innovative initiatives within a global talent transformation program. The successful candidate will manage support tickets, ensuring efficient resolution while maintaining high quality standards. With a focus on customer service and technical expertise in SAP SuccessFactors, this position provides an exciting opportunity to influence the future of technology support services. If you're passionate about HR technology and eager to make a difference, this role is perfect for you.

Qualifications

• Proven advanced Microsoft Excel knowledge; certifications are a plus.
• Extensive experience with SuccessFactors, both functional and technical.

Responsibilities

• Manage support ticket triage and resolution, ensuring high quality standards.
• Implement Incident Management processes on an IT Service Management System.
• Monitor service level targets and follow up proactively.

Skills

SAP SuccessFactors

Employee Central

Recruitment modules

Advanced Excel

Troubleshooting skills

Customer service

Communication skills

Education

Advanced Microsoft Excel knowledge

Job description

The Global SAP SuccessFactors Support Analyst role offers the successful candidate the opportunity to be involved in exciting initiatives at Dentons. The Analyst will report to the Talent Applications Support Manager within the Global Talent Transformation Program, providing technical support for SAP SuccessFactors. The program is deploying SuccessFactors globally, with regions including Australia, Canada, US, Europe, and Singapore already live, and others to follow. Post-transition, the team will shift to Global Business Technology, developing a Central Technology Support (CTS) service responsible for supporting solutions like SuccessFactors as they go live.

The successful candidate will be part of the early stages of CTS and have the opportunity to influence the future of the service. Dentons seeks a highly skilled SAP SuccessFactors professional to manage support tickets, ensuring they are triaged, managed, and resolved efficiently within service level targets.

WHY DENTONS

Dentons aims to be different. We challenge the status quo and provide innovative business solutions. With over 21,000 people across 80+ countries, we leverage diverse perspectives to deliver local knowledge combined with global insight.

ROLE

Reporting to the Talent Applications Support Manager, the Global Applications Support Analyst manages support ticket triage and resolution, maintaining high quality standards within service level targets. Initially reporting to the Transformation Team, the role will transition to report to the Global Application Management Director as the support of SuccessFactors continues.

Requirements

KEY RESPONSIBILITIES & ACCOUNTABILITIES

• Implement Incident Management processes on an IT Service Management System
• Triage tickets and assign to technical or process specialists as needed
• Perform support fixes to resolve issues on the first attempt when possible
• Maintain global system security roles and related content
• Generate regular reports as per agreed formats
• Monitor service level targets and follow up proactively
• Ensure tickets linked via the partner portal are maintained and updated
• Maintain user FAQs and support documentation on Teams
• Stay updated on SuccessFactors HCM functionality
• Perform other tasks as assigned

SKILLS & COMPETENCIES

Technical Skills

• Extensive SuccessFactors experience, both functional and technical
• Experience with Employee Central (Core & Time) and Recruitment modules is essential
• Experience with Onboarding, Learning, Performance & Goals is desirable
• Customer service background in IT and HR environments preferred
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills; additional languages are advantageous
• Advanced Excel skills, including pivot tables and graphs
• Self-motivated, organized, and able to work independently
• Ability to multi-task and meet deadlines; on-call may be required

EDUCATION, EXPERIENCE & CERTIFICATIONS

• Proven advanced Microsoft Excel knowledge; certifications are a plus

LANGUAGE CAPABILITIES / INTERNATIONAL EXPERIENCE

We welcome candidates with foreign language skills and international experience across different geographies.

Disclaimer : Ensure you are legally eligible to work/live in your location. Visa sponsorship or relocation costs are not provided.

Diversity & Inclusion

We value diversity and aim to create an inclusive environment where everyone can reach their potential. We support initiatives promoting diversity and encourage participation.

We are committed to providing equal opportunities for all.

Reward and Recognition

Remuneration and benefits will reflect the candidate's experience and location.

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