Description

Key Responsibilities

L3 Support, BAU Operations & support Platform Stability

• Act as the functional L3 support consultant for SAP SuccessFactors, with primary ownership of complex Employee Central issues.
• Investigate and resolve complex incidents, data issues, configuration defects, integration-related data errors, and process failures within agreed SLAs, working closely with the support partner, integration expert, and relevant solution architects where cross-platform analysis is required.
• Perform root cause analysis for recurring tickets and recommend sustainable fixes, configuration improvements, or process changes.
• Support payroll- and benefits-impacting changes with appropriate validation, controls, and stakeholder sign-off.
• Maintain strong operational discipline through accurate ticket updates, evidence capture, knowledge articles, and handover documentation.

Employee Central Functional Ownership

• Provide deep functional support across Employee Central foundation objects, organisational structures, position management, employee data, workflows, business rules, MDF objects, event reasons, data models, and permissions.
• Apply strong cross-module Employee Central knowledge to assess upstream and downstream impacts across Onboarding, Time Off, Performance & Goals Management, planned Compensation processes, payroll, benefits, and expense management integrations before changes are implemented.
• Support and enhance Time Off configuration, including absence types, time account types, accrual rules, holiday calendars, workflows, and eligibility rules.
• Support the planned implementation and future BAU operation of Compensation across EMEA, including compensation data dependencies, eligibility, planning cycles, EC alignment, testing, and post-go-live support readiness.
• Provide practical guidance to HR stakeholders on standard functionality, configuration constraints, and recommended ways of working.

Configuration, Change & Release Management

• Deliver approved configuration changes, minor enhancements, data corrections, and change requests across Employee Central and related SuccessFactors modules.
• Ensure changes follow a controlled development, test, validation, and production release lifecycle.
• Lead BAU activities for quarterly SuccessFactors releases, including:
  • Release note review and impact assessment
  • Regression testing coordination and validation
  • Business communication and readiness support
  • Post-release stabilisation and defect resolution
• Ensure Development, Test, and Production environments remain aligned and appropriately controlled.
• Manage system administration activities, including role-based permissions, security controls, workflow maintenance, and certificate renewals where applicable.

Integration Data Support, Payroll & Benefits Awareness

• Provide Technical BAU support for SuccessFactors data and configuration issues that may impact integrations with downstream systems, including SAP Employee Central Payroll, regional payroll solutions, benefits platforms, and expense management systems.
  • SAP Employee Central Payroll and other regional or third-party payroll providers
  • Benefits platforms and external benefits providers
  • Finance, ERP, reporting, data warehouse, and expense management platforms
  • Identity and access management solutions
• Investigate failed interface records from a functional and data perspective, identify whether incorrect or incomplete Employee Central data has caused the failure, and apply or coordinate the required data correction.
• Where failures are caused by technical integration design, middleware, mapping, connectivity, or development issues, coordinate with the integration expert, support partner, or relevant technical team rather than owning the build or development activity.
• Understand the impact of Employee Central data changes on Employee Central Payroll, regional payroll, benefits, expense management, reporting, security, and downstream processes.
• Support functional regression testing and validation of BAU enhancements and change requests where Employee Central data, configuration, payroll, benefits, or expense management processes may be impacted.
• This role is not responsible for technical integration build, middleware development, interface design, or code-level changes.

Governance, Risk & Stakeholder Management

• Ensure SuccessFactors configuration and support activities adhere to governance, data protection, security, audit, and local regulatory requirements.
• Participate in CAB and formal change governance, providing clear impact assessments, implementation plans, and rollback considerations.
• Maintain accurate configuration, support, process, and integration documentation.
• Act as a trusted point of contact for HR, Payroll, Benefits, Finance, IT, and regional stakeholders.
• Translate technical and configuration issues into clear business language and provide pragmatic recommendations.
• Work closely with the external support partner, AMS providers, SAP Support, internal technology teams, integration expert, and other team architects to resolve complex functional issues, data-related integration failures, and enhancement requests in line with agreed standards.
• Collaborate with solution architects, integration architects, enterprise architects, and platform owners to ensure proposed functional fixes and changes are technically sound, supportable, scalable, and aligned with the overall SAP and HR technology roadmap.
• Provide guidance and mentoring to junior analysts within the BAU team

Key Skills

Education

Bachelor's degree