Global SAP SuccessFactors Support Analyst

• 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

• 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

• Remuneration and benefits package will reflect the successful candidate's experience and competencies
• Visa sponsorship or relocation costs will not be provided