Location: Mexico

Language: English and Spanish

Main Purpose For The Position

The Core HR Support Specialist will work in the supporting team to analyse, understand, and provide resolution steps for reported incidents via Jira and other incoming support channels. The specialist has a solid understanding of SuccessFactors Platform, Employee Central, Employee Central Time as well as good knowledge about the data models, workflows, reports, extensions, and authorization concept. The specialist will work together with Level 1 and directly interact with the customer when needed.

Your Key Responsibilities Will Be

1. Proactively access and present improvements/enhancements to the existing solution and underlying processes
2. Participate in incident and problem solving dispatched from Level 1
3. Analyze reported issues and perform technical validation for SF Platform Employee Central topics.
4. Explain root cause and solution provided.
5. Perform regression testing on solved incidents.
6. Solve complex workflow issues in Employee Central
7. Evaluate if individual incident needs to be delegated to Level 3 support and/or SAP Support
8. Work with release management to test and evaluate impact of new releases and features.
9. Work with reporting management to test and evaluate reports, dashboards and provide end user support on these.
10. Support local teams with developing new reports and dashboards, troubleshooting when needed.
11. Update workbooks or other relevant documentation

Professional Qualifications

1. Good understanding of the Hire to Retire.
2. SAP Certified Application Associate in SuccessFactors Employee Central.
3. Experience with SuccessFactors from a supporting role
4. Able to perform in a geographically dispersed international team.
5. Comfortable expert user in common office tools and technologies such as WebEx, Jira, Confluence, Teams, SharePoint, Outlook, Word, and Excel

Personal Qualifications

1. Passionate about delivering a great customer experience in service delivery. Able to perform in a geographically dispersed international team.
2. Fluent in English and Spanish.
3. Able to deliver high degree of customer satisfaction.
4. Focus on establishing great working relations with the other members of the team.
5. Able to solve incident in a timely manner.