Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and Society to Rise™.

They are a USD 6 billion company with 163,000+ professionals across 90 countries, helping 1279 global customers, including Fortune 500 companies. They focus on leveraging next-generation technologies, including 5G, Blockchain, Metaverse, Quantum Computing, Cybersecurity, Artificial Intelligence, and more, on enabling end-to-end digital transformation for global customers.

Our client is one of the fastest-growing brands and among the top 7 IT service providers globally. Our client has consistently emerged as a leader in sustainability and is recognized amongst the ‘2021 Global 100 Most sustainable corporations in the World by Corporate Knights.

We are currently searching for a Employee Central SuccessFactors Consultant

Responsibilities:

• Provide second-level support to end users and the level 1 support team for ECTO and SFTT solutions.
• Collaborate with the level 1 team to resolve support tickets, emails, and phone calls professionally and promptly.
• Perform configurations resulting from incidents, change requests, RITM, and SCTasks.
• Troubleshoot and resolve user issues related to time off requests, time tracking, and other functionalities within the applications.
• Collaborate with the level 1 technical support team to escalate and resolve complex customer issues.
• Conduct remote troubleshooting sessions with end users to diagnose and resolve technical problems.
• Document and track issues, resolutions, and patterns, and suggest improvements to applications in SNOW.
• Collaborate with our client’s Time Management Architects team to identify and report software bugs and suggest improvements.
• Provide training and guidance to level 1 technical support team members to enhance their knowledge and skills.
• Stay updated on the latest features and updates of ECTO and SFTT and collaborate with the client’s Architects and Product Manager for roadmap additions.
• Assist in testing new system releases, patches, and updates to ensure functionality and prevent adverse impacts on user experience.
• Collaborate with cross-functional teams, such as HR Core, BSI, Payroll, etc., to support product enhancements and rollouts.
• Participate in regular team meetings and training sessions to enhance technical knowledge and share best practices.
• Adhere to established service level agreements (SLAs) and prioritize support tickets based on urgency and business impact.
• Continuously improve technical support processes and procedures to enhance efficiency and customer experience.
• Maintain professionalism, confidentiality, and a strong customer service orientation while interacting with end users.

Requirements:

• Experience providing support in Employee Central and SuccessFactors Time Off and Time Tracking modules.
• Proficiency in troubleshooting and configuring SAP SuccessFactors applications.
• Strong communication and interpersonal skills to provide support across teams.
• Knowledge of ServiceNow (SNOW) or similar ticketing systems.
• Ability to collaborate effectively in a technical support environment.

Languages

• Advanced Oral English.
• Native Spanish.

Note:

• Fully remote

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