Support Engineer

• 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

Explore Global SAP SuccessFactors Support Analyst at Dentons. Review requirements and application details.

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