Summary Description: - Freelance/Subcontracting opportunity for a level 1 support consultant within SuccessFactors EC/ECP
Role Type: Contract/Per/Fixed Term - Contract, initial duration 3-4 months + extensions
Start Date: Immediate/1 month/other: - ASAP, 1st July is realistic
Salary: Day Rate+expenses/Package: - Hourly rate in Euros
Location/Language: - Remote from India working in Dubai time zone, English language project

Requirements Description: -
3-5 years SuccessFactors experience
EC/ECP certified (at least one)
Experience solving level 1 tickets

Tasks Description: -

• Participate in incident and problem solving requested from end users (customers)
• Conduct Initial diagnosis to solve incidents, perform functional validation that the issue is relevant and either IT related or process related
• Cater to Service Requests to make mass data updates and authorization requests subject to approval processes
• Evaluate if all information that is required for Level 2/3 is available before dispatching
• Work with unassigned cases in Zendesk, reassign, dispatch and comment as required
• Provide how to guides to customer when the incident has a known resolution (searching the knowledgebase and FAQ for possible solutions)
• Solve simple locked workflow issues in Employee Central
• Explain to end users the main data flows in the HR IT system landscape (eg. Where is data mastered, to where is it sent and on what frequency)
• Perform regression testing on solved incidents by Level 2 and Level 3 support
• Support the half yearly release process via functional evaluation and regression testing
• Update FAQ and knowledge articles as needed

Essential Skills/Experience Description: -

• Fundamental understanding of the Hire to Retire process preferably in SAP SuccessFactors
• SuccessFactors Accreditation (SFX) for Employee Central, Onboarding and Recruiting Management - can be acquired during initial training
• Experienced with incident management tools such as Atlassian Jira and Confluence or similar
• Comfortable expert user in common office tools and technologies such as WebEx, Jira, Confluence, Teams, SharePoint, Outlook, Word and Excel
• Passionate about delivering a great customer experience in service delivery
• Able to perform in a geographically dispersed international team
• Fluent in English; additional language is an advantage

Desirable Skills/Additional Information Description: -
Additional languages or SFSF certifications are always welcomed

Team Contact: (see below)

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