Description

Key Skills: SAP SuccessFactors, Employee Central, ServiceNow, Jira, HR Technology Support, ITSM, HR/Payroll Integrations

Roles & Responsibilities:

• Lead and manage a global team of 5-6 SuccessFactors support specialists, including goal setting, performance reviews, and workload planning across multiple regions.
• Oversee incident, request, and change management activities while ensuring SLA compliance and service quality.
• Maintain governance standards including configuration consistency, naming conventions, documentation, and knowledge base management.
• Own functional configuration activities and participate in architecture and integration discussions with ERP, payroll, middleware, and security teams.
• Support international rollouts, deployment activities, and escalation management for complex functional or integration issues.
• Perform root-cause analysis and drive resolution for critical support incidents.
• Collaborate with HR, Finance, IT, and security stakeholders to improve platform stability and operational efficiency.
• Drive continuous improvement initiatives and support roadmap execution for SuccessFactors operations.

Experience Required:

• 8-14 years of experience in IT support and enterprise application support.
• Minimum 3 years of experience leading support teams.
• Strong hands-on experience in SAP SuccessFactors support, especially Employee Central.
• Experience in ITSM tools such as ServiceNow or Jira.
• Good understanding of operational governance, SLA management, backlog control, and service management practices.
• Experience supporting HR lifecycle processes and HR/payroll integrations.
• Strong stakeholder management and customer success mindset for enterprise HR platform support.
• HR domain knowledge is an added advantage.

Education: Any Post Graduation

Key Skills

Education

Any Graduate