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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong SAP SuccessFactors expertise, including functional knowledge and hands-on technical skills in Employee Central, Recruiting, and Performance & Goals. Capable of managing incidents and service requests while providing high-quality application support and customer service in an IT and HR technology environment.
Highest-signal resume keywords
SAP SuccessFactors ExperienceEmployee Central ConfigurationIncident Management ProcessesAdvanced Microsoft Excel SkillsStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SAP SuccessFactorsEmployee CentralOnboarding 2.0Performance & GoalsCompensationSAP Business AISAP SuccessFactors Story ReportsData ValidationConfiguration UpdatesTroubleshooting
Soft Skills
Excellent Communication SkillsProblem-Solving MindsetClient Service SkillsSelf-MotivatedHighly Organized
Tools & Technologies
IT Service Management SystemMicrosoft TeamsSAP SuccessFactors Check Tool
Industry Keywords
HR TechnologyTalent Intelligence HubService Level TargetsChange RequestsGlobal Operations
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Serve as the primary L2 and L3 support contact for SuccessFactors operations across Australia, Singapore and New Zealand
- Manage incidents, service requests and change requests in line with Dentons service level targets and quality standards
- Provide controlled functional and technical administration
- Ensure issues are resolved at the appropriate support level or escalated effectively
- Provide backup support for Global Team members supporting Canada, Europe and UKIME regions when required
- Work closely with local Talent teams, the Global Operations Team, AMS and Project Implementation Partner Teams
- Implement Incident Management processes on an IT Service Management System
- Triage tickets based on subject matter and complexity and escalate to the AMS Team when required
- Manage Role-Based Permissions for assigned regions, assessing, testing and implementing changes without creating privacy, security or unintended access issues
- Perform SuccessFactors configuration updates, including business rules, approval workflows, alerts, picklists, data models, Business Configuration and MDF objects
- Monitor and act on SAP SuccessFactors Check Tool findings, coordinating remediation and validation
- Manage and maintain Performance & Goals and Recruiting templates, including controlled updates, testing, deployment and launch
- Clarify requirements, coordinate delivery, test solutions and resolve incidents or defects with internal teams and partners
- Run regular reports for regions in agreed formats and datasets
- Measure and monitor service level targets and follow up with ticket owners before breaches occur
- Monitor the system implementation partner portal and ensure linked tickets are maintained and updated
- Help maintain user FAQs, How To guides and other support documentation on Microsoft Teams
Requirements
What you’ll need- 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
- 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
- Must be legally eligible to work/live in the location; visa sponsorship or relocation costs will not be provided
Benefits
Comp & perks- Remuneration and benefits package will reflect the successful candidate's experience and competencies
- Visa sponsorship or relocation costs will not be provided