Midlevel L1 Application Support For SAP HR PA/OM/PY

Midlevel L1 Application Support For SAP HR PA/OM/PY

Hybrid-2 days WFH, 3 days BGC

Main Job Tasks and Responsibilities

Assessing all customer support tickets that enter our system and ensuring that they are being actioned appropriately according to SLAs.

Deal directly with internal and external customers on a day-to-day basis to resolve an array of incidents or complaints.

Comply with the Support Working Instructions for problem resolution, notifications, escalations, and reporting of performance metrics.

Be constantly aware of the health of the support cases - escalate issues with diligence.

Ensure that our SLA obligations are being met at all times which includes continuous monitoring of open tickets or tickets awaiting customer response.You will be responsible for keeping the backlog of open tickets to an absolute minimum.

Be driven to resolve issues as they arise quickly and effectively.

Establishing and assuring adherence to schedules, work plans and performance requirements.

Assist and advise in the areas of appropriate tools and the logistics for effective support metric reporting.

Conduct yourself in a professional manner among co-workers and in correspondence with clients.

Have a proactive, supportive and positive attitude toward:

Customers

Internal Customers

Support Cases (Phone calls / tickets / etc.)

Build trust, value others, communicate effectively, drive execution, foster innovation, collaborate with others, solve problems creatively and demonstrate high integrity, be curious, strive for personal improvement/development

Meet weekly with the Head of Support to discuss KPI's.

Skills & User Experience Required

SAP Skills:

HR050 - Business Processes in SAP

HR100 - Basics of Personnel Administration

HR305 - Configuration of Master Data

HR505 - Organizational Management

HR110 - Business Process in HCM Payroll

HR390 - Introduction to Payroll

SuccessFactors EC/ECP, Recruitment is a plus

Competencies required to excel in this role include:

He or she should have excellent interpersonal skills and patience to interact with customers of different backgrounds.

It is also necessary to have excellent written skills as formulating customer correspondence, procedural documentation and creating detailed issue logs will be a frequent task.

Knowledge of Human Resources functional aspects Personnel Administration and Payroll knowledge

Skills on SAP HR - Basic navigation

Time management and organisation skills for efficient planning is also needed.He or she will need to organise their workload effectively with the input of management and using own judgement.

Strong listening and collaboration skills with a willingness to be mentored.

Achievement-focused with an ability to work with a high degree of autonomy

An ability to discern best practice that promotes efficiency and scalability.

A wide degree of creativity and latitude is expected

Able to plan effectively and manage multiple priorities

Excellent problem solving and troubleshooting,

Jira Help Desk and Confluence is recommended.