EITS - APP - SAP HCM & SuccessFactors Support Analyst
- Recruiter
- BAE Systems
- Location
- Guildford
- Salary
- Competitive
- Posted
- 11 Jul 2017
- Closes
- 28 Jul 2017
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
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About the role:
The SAP HCM & SuccessFactors Support Analyst role forms part of a team maintaining and developing the global business critical application portfolio. The products that we produce and maintain are used on a daily basis to enable effective strategic decisions throughout the business and provide the necessary controls to ensure appropriate execution.
The role reports into the SAP Business Support Lead.
What you will be doing:
Ensure all applications are supported and help drive improvements to the underlying platform and framework. Responsible for both development and the delivery of L1 to L3 support. Familiar with the products being supported and is recognized as a Subject Matter Expert within their area of expertise. Build relationships with core users to ensure we can support and work effectively with all areas of the business. Responds to incidents and problems in a timely and accurate manner and ensures that Service Level Agreements are met. Provides timely updates and responses to support requests. Verifies the priority and severity of support requests. Accountable for all queries regarding the configuration and customisation within their areas of expertise. Reproduces reported problems, identify and provide immediate workarounds to overcome the issue. Demonstrates advanced problem solving skills to resolve reported incidents. Identifies internal and external / client product, documentation and process deficiencies and makes suggestions for improvement. Conducts root cause analysis and accurately documents the reported issues and resolutions. Ensures accurate categorisation of incidents and problems. Deep understanding and gravitas to challenge the "why", not just the "how". Provides support and mentoring to resolve problems escalated from lower-levels of expertise within the organisation. Provides reliable support without supervision. Ensures high levels of end user satisfaction for the products/solutions supported. Works to reduce repeat incidents by implementing changes to the systems or processes. Applies best practices and promoting continuous process improvement. May manage the design and implementation of processes and process improvements. Liaises with 3rd parties on issue resolution as required. Have knowledge of competitor's products and are up to date with releases from existing suppliers.
Experience & Skills Required:
Essential:
Minimum of 3 years SAPHCM & SuccessFactorsL1 - L3 support experience. Strong knowledge of HR processes. Logical approach to developing solutions to complex business issues. Good understanding of key application development concepts. Excellent communication skills, both written and verbal. Experience of working with ticketing systems to manage support calls. Excellent analytical and problem solving skills, this must include Microsoft Excel. Self-motivated and motivates others keeping morale and performance high. Ability to prioritise workload and work well under pressure to meet deadlines and manage business expectations. Comfortable engaging with stakeholders of all levels. Motivation to continuously improve and developSAP HCM& SuccessFactorskills.
About BAE Systems Applied Intelligence
We help nations, governments and businesses around the world defend themselves against cybercrime, reduce their risk in the connected world, comply with regulation, and transform their operations. We do this using our unique set of solutions, systems, experience and processes - often collecting and analysing huge volumes of data.
We employ over 4,000 people across 18 countries in the Americas, APAC, UK and EMEA
Salary: . Date posted: 12/06/2017
About the role:
The SAP HCM & SuccessFactors Support Analyst role forms part of a team maintaining and developing the global business critical application portfolio. The products that we produce and maintain are used on a daily basis to enable effective strategic decisions throughout the business and provide the necessary controls to ensure appropriate execution.
The role reports into the SAP Business Support Lead.
What you will be doing:
Ensure all applications are supported and help drive improvements to the underlying platform and framework. Responsible for both development and the delivery of L1 to L3 support. Familiar with the products being supported and is recognized as a Subject Matter Expert within their area of expertise. Build relationships with core users to ensure we can support and work effectively with all areas of the business. Responds to incidents and problems in a timely and accurate manner and ensures that Service Level Agreements are met. Provides timely updates and responses to support requests. Verifies the priority and severity of support requests. Accountable for all queries regarding the configuration and customisation within their areas of expertise. Reproduces reported problems, identify and provide immediate workarounds to overcome the issue. Demonstrates advanced problem solving skills to resolve reported incidents. Identifies internal and external / client product, documentation and process deficiencies and makes suggestions for improvement. Conducts root cause analysis and accurately documents the reported issues and resolutions. Ensures accurate categorisation of incidents and problems. Deep understanding and gravitas to challenge the "why", not just the "how". Provides support and mentoring to resolve problems escalated from lower-levels of expertise within the organisation. Provides reliable support without supervision. Ensures high levels of end user satisfaction for the products/solutions supported. Works to reduce repeat incidents by implementing changes to the systems or processes. Applies best practices and promoting continuous process improvement. May manage the design and implementation of processes and process improvements. Liaises with 3rd parties on issue resolution as required. Have knowledge of competitor's products and are up to date with releases from existing suppliers.
Experience & Skills Required:
Essential:
Minimum of 3 years SAPHCM & SuccessFactorsL1 - L3 support experience. Strong knowledge of HR processes. Logical approach to developing solutions to complex business issues. Good understanding of key application development concepts. Excellent communication skills, both written and verbal. Experience of working with ticketing systems to manage support calls. Excellent analytical and problem solving skills, this must include Microsoft Excel. Self-motivated and motivates others keeping morale and performance high. Ability to prioritise workload and work well under pressure to meet deadlines and manage business expectations. Comfortable engaging with stakeholders of all levels. Motivation to continuously improve and developSAP HCM& SuccessFactorskills.
About BAE Systems Applied Intelligence
We help nations, governments and businesses around the world defend themselves against cybercrime, reduce their risk in the connected world, comply with regulation, and transform their operations. We do this using our unique set of solutions, systems, experience and processes - often collecting and analysing huge volumes of data.
We employ over 4,000 people across 18 countries in the Americas, APAC, UK and EMEA
Salary: . Date posted: 12/06/2017