Global SAP Successfactors Support Analyst

2 days ago

Remote, Canada Dentons Full time

**INTRODUCTION** **WHY DENTONS** Dentons is designed to be different. We are driven to always be the firm of the future, to challenge the status quo, and to provide holistic business solutions to our clients in new and innovative ways. We are the lightbulb moments. The bold ideas. We are 21,000+ people across 80+ countries. Driven by the diverse perspectives of our people, our clients, and our communities, we combine local knowledge with global insight. **ROLE** Reporting to the Talent Applications Support Manager, the role of the Global Applications Support Analyst is to manage the triage and resolution of support tickets. This includes ensuring the highest possible quality and standards within Dentons service level targets. The Talent Applications Support Manager will report to the Transformation Team to begin with and will shift from the transformation program to report into the Global Application Management Director and continue their support of the SuccessFactors tool, once the Director of the group joins **Requirements**: **KEY RESPONSIBILITIES & ACCOUNTABILITIES** **Key Deliverables** - Implementing Incident Management processes on an IT Service Management System to meet the ongoing needs of the business - Perform support fixes which can be resolved "first time" without escalation - Maintain global system security roles and supporting content (for example, profiles, forms, updates to notifications, workflows, alerts, templates, picklists, field labels, etc.) - Produce regular reports, 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 - Help to maintain user FAQs, 'How To' guides and other support documentation on Teams - Keep up to date in respect of SuccessFactors HCM functionality - Other tasks as assigned **SKILLS & COMPETENCIES** **Technical Skills** - Strong SuccessFactors experience, with both functional and technical skills: - Employee Central (Core & Time) and Recruitment modules are essential - Onboarding, Learning, Performance & Goals are desirable - Background providing a high level of customer services in an IT and HR environment would be ideal - Demonstrated ability to troubleshoot - Problem-solving mindset - Excellent verbal and communication skills. Additional languages advantageous - Excellent client service skills - Advanced Excel - experience with pivot tables and graphs - Self-motivated and able to work under limited supervision - Highly organised, able to multi-task and meet deadlines - May be required to be on call **EDUCATION, EXPERIENCE & CERTIFICATIONS** - Proven experience supporting SAP SuccessFactors. - Proven advanced knowledge of Microsoft Excel. Certification considered an asset. **LANGUAGE CAPABILITIES/INTERNATIONAL EXPERIENCE** **Benefits** Diversity & Inclusion Essential to our success as a global law firm is our ability to attract and retain the best talent from a diverse range of backgrounds. We want a work environment where everyone can reach their potential and we have an inclusive culture which respects individual differences. We undertake and support several internal and external initiatives aimed at increasing diversity within the profession and we encourage all our partners and staff to get involved. Equal Opportunities Dentons is committed to providing equal opportunities for all. Reward and Recognition

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