HR IT SAP SucessFactors support Global lead

Job Description

• Handle and resolve 2nd level incidents/tickets in the Service Management Tool, based on priority and quality for the HR applications
• Investigate recurrence and patterns of support needs in order to design holistic solutions. Liaise with subject-matter experts where escalation is needed
• Collaborate with Global Application Support Specialist, IT developers and other support teams
• Contact with the vendor for any alignments, issues, case/incidents creations, SLA follow-up
• Coordinate with other 1st level groups for consultation hours, best practices etc
• Preparation of technical documentation and updating for Troubleshooting and 1st level
• Preparation of training materials, provide training sessions whenever required
• Supporting the onboarding of new team members
• Analysis and coordination or release management (new releases, features and enhancements)
• Conduct testing activities such as: preparation of testing scenarios, reviewing test cases, testing in different instances, updates on testing tool, documentations, exploratory testing etc.
• Creating and maintaining tracking files
• Maintenance of test data & test users, system cleaning activities
• Content creation and managing application related community and docupedia
• Continuous process improvement, collaborations and regular alignments with relevant stakeholders for topics such as: Interfaces, Data Security etc
• Acquire and build-up knowledge of dependant applications or systems
• Support any Ad-hoc activities or new work-packages.
• Project Support (if necessary for any roll out activities)
• Supporting project managers in Lisbon for the further roll-out's in the countries
• Preparation of pre-roll out activities including change and communication management

Qualifications

Any graduation Two year or more experience with SAP Sucessfactors & SAP HCM (Optional) Ability to work in multiple time zones Logical, structured, proactive approach to IT solutions Service mindset: empathy, patience and positivity to provide solutions to internal clients Global disposition, team focus and strong (intercultural) communication skills to be effective in international virtual teams Flexibility and resiliency to adapt to a growing and fast-changing work environment Detail orientation and drive to be a thorough and persistent investigator Proficiency in using MS office tools Very Fluent English, both written and spoken (C1 level), German would be an asset

Additional Information

4-5 yrs