Key Responsibilities:

 1. Module Support & Maintenance

Provide functional support for SuccessFactors modules including Employee Central (EC), Performance & Goals Management (PMGM), and Learning Management System (LMS).

Support additional HR processes such as Benefits, e-Resignation, and ongoing employee data maintenance.

2. Ticket Management & Issue Resolution

Ensure timely resolution of Level 1 support tickets in accordance with defined SLA timelines.

Address user queries, troubleshoot system bugs, and respond to “how-to” questions.

Support data uploads and minor configuration changes as required.

3. Collaboration & Troubleshooting

Work closely with the technical team to identify, troubleshoot, and resolve daily operational issues within the SuccessFactors ecosystem.

4. Testing & Quality Assurance

Design, execute, and document functional test scenarios to validate configurations and logic.

Coordinate and support User Acceptance Testing (UAT), including documentation and communication with internal customers.

5. Documentation & SOPs

Develop and maintain comprehensive documentation including test cases, UAT scripts, Standard Operating Procedures (SOPs), and user manuals for system processes and configurations.

6. Training & User Support

Conduct training sessions and provide hands-on support to HR users and team members on the effective use of SuccessFactors modules.

7. Reporting & Analytics

Generate and review daily operational reports, providing timely updates to supervisors for task tracking and prioritization.

Prepare and submit monthly MIS reports to the designated Single Point of Contact (SPOC) for strategic and organizational reporting needs.