HR IT SAP SucessFactors support : Team Member

Handle and resolve 2nd level incidents/tickets in the Service Management Tool, based on priority and quality for the HR applications

Investigate recurrence and patterns of support needs in order to design holistic solutions. Liaise with subject-matter experts where escalation is needed

Collaborate with Global Application Support Specialist, IT developers and other support teams

Contact with the vendor for any alignments, issues, case/incidents creations, SLA follow-up

Coordinate with other 1st level groups for consultation hours, best practices etc

Preparation of technical documentation and updating for Troubleshooting and 1st level

Preparation of training materials, provide training sessions whenever required

Supporting the onboarding of new team members

Analysis and coordination or release management (new releases, features and enhancements)

Conduct testing activities such as: preparation of testing scenarios, reviewing test cases, testing in different instances, updates on testing tool, documentations, exploratory testing etc.

Creating and maintaining tracking files

Maintenance of test data & test users, system cleaning activities

Content creation and managing application related community and docupedia

Continuous process improvement, collaborations and regular alignments with relevant stakeholders for topics such as: Interfaces, Data Security etc

Acquire and build-up knowledge of dependant applications or systems

Support any Ad-hoc activities or new work-packages.

Project Support (if necessary for any roll out activities)

Supporting project managers in Lisbon for the further roll-out s in the countries

Preparation of pre-roll out activities including change and communication management