Global SAP SuccessFactors Support Analyst

Reporting to the Global Talent Applications Support Manager, the Global SAP SuccessFactors Support Analyst will serve as the primary L2 and L3 support contact for SuccessFactors operations across Australia, Singapore and New Zealand. The role will manage incidents, service requests and change requests in line with Dentons service level targets and quality standards, provide controlled functional and technical administration, and ensure issues are resolved at the appropriate support level or escalated effectively. The successful candidate may also need to provide backup support for other Global Team members supporting Canada, Europe and UKIME regions when required and will work closely with local Talent teams, the Global Operations Team, the AMS and Project Implementation Partner Teams.

Responsibilities

• Implementing Incident Management processes on an IT Service Management System to meet the ongoing needs of the business
• Triage tickets based on their subject matter and complexity, and when required escalate to AMS Team
• Provide primary operational support for Australia, Singapore and New Zealand and backup support for Canada, Europe and UKIME during planned or unplanned Team absences
• Manage Role-Based Permissions framework for assigned regions, ensuring that changes are appropriately assessed, tested and implemented without creating data privacy, information security or unintended access issues for