Assistant Lead Analyst - App Support SAP Successfactors (ERP App Ops)

Position Overview

Service Analyst provides comprehensive application support to users, handles technical issues and ensures the reliability and performance of our systems. In this role, you manage and resolve application-related issues, perform daily service health monitoring, conduct server maintenance, and implement improvements to enhance system resiliency. In addition, you also investigate incidents across key technologies and application domains, bringing a structured, analytical approach to diagnosing and resolving user-reported issues.

You are also responsible for delivering new and improved capabilities in systems monitoring, recovery, and stability, as well as in managing complex problems that require both technical expertise and domain-specific or workflow-related insights. This role demands a proactive, detail-oriented approach of support that fosters a stable and resilient application environment for users.

Role & Responsibilities

• Provide on-going application support and be involved in various stages of the SDLC
• Conduct user requirement analysis for the development / implementation of new systems and for enhancements to existing systems
• Evaluate potential solutions and make recommendations to resolve business problems
• Involvement in the system integration testing phase prior to implementation
• Plan and coordinate end-user training for any system implementations or enhancements
• Liaise closely with business users and build good rapport
• Liaise closely with vendors in project implementation, application testing, supporting application patches and upgrades in accordance with project methodologies and policies
• Support the team in defining project requirements, tracking and documentation
• Provide 24/7 primary application maintenance standby support
• Provide guidance and coaching to junior team members

Requirements

• Bachelor's Degree in IT or equivalent 
• Minimum 7 years of relevant working experience or equivalent
• At least 5 years of experience in SAP HCM ECC and SuccessFactors application support
• Experience in SuccessFactors modules (employee central, time management, compensation & benefits, performance management)
• Experience in SAP payroll support and functional knowledge, SAP ABAP knowledge and BIB replication.
• Strong in verbal and written communication, analytical and problem solving skills with team player spirit

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