Global Applications Support Analyst

INTRODUCTION

The Global Talent Applications Support Analyst role offers the successful candidate the opportunity to be involved in some very exciting initiatives at Dentons. The Global Talent Applications Support Analyst will report into the Talent Applications Support Manager within Global Business Technology and provide technical support for SAP SuccessFactors. Dentons is looking for a highly skilled SAP SuccessFactors professional to join our global team and take responsibility for ensuring escalation tickets are triaged, managed, and resolved to the highest possible standards within service level targets.

WHY DENTONS

Dentons is designed to be different. We are driven to always be the firm of the future, to challenge the status quo, and to provide holistic business solutions to our clients in new and innovative ways. We are the lightbulb moments. The bold ideas. We are 21,000+ people across 80+ countries. Driven by the diverse perspectives of our people, our clients, and our communities, we combine local knowledge with global insight.

ROLE

Reporting to the Lead, Global Talent Business Systems, the role of the Global Talent Applications Support Analyst is to manage the triage and resolution of support tickets with primary focus on our European region. This includes ensuring the highest possible quality and standards within Dentons service level targets.

Requirements

Key Deliverables

• Implementing Incident Management processes on an IT Service Management System to meet the ongoing needs of the business
• Triage tickets based on their subject matter and complexity, and when required assign to one of several technical or process specialists
• Perform support fixes which can be resolved "first time" along with minor configuration changes/enhancements without escalation
• Maintain global system security roles and supporting content (for example, profiles, forms, updates to notifications, workflows, alerts, templates, picklists, field labels, etc.)
• Produce regular reports, in agreed formats / data sets
• Measure and monitor service level targets and follow up with ticket owners before breaches occur
• Monitor System Implementation partner portal to ensure that linked tickets are maintained / updated
• Help to maintain user FAQs, 'How To' guides and other support documentation on Teams
• Keep up to date in respect of SuccessFactors HCM functionality
• Other tasks as assigned

SKILLS & COMPETENCIES

Technical Skills

• Strong SuccessFactors experience, with both functional and technical skills:
• Employee Central (Core & Time) is essential
• Recruitment, Onboarding, Learning, Performance & Goals and Story Reporting are desirable
• Background providing a high level of customer services in an IT and HR environment would be ideal
• Demonstrated ability to troubleshoot
• Problem-solving mindset
• Excellent verbal and communication skills. Additional languages advantageous
• Excellent client service skills
• Advanced Excel – experience with pivot tables and graphs
• Self-motivated and able to work under limited supervision
• Highly organised, able to multi-task and meet deadlines
• May be required to be on call

EDUCATION, EXPERIENCE & CERTIFICATIONS

• Proven experience supporting SAP SuccessFactors.
• SAP Successfactors certification in relevant modules is preferred.
• Proven advanced knowledge of Microsoft Excel. Certification considered an asset.

LANGUAGE CAPABILITIES/INTERNATIONAL EXPERIENCE

We are a truly global law firm and as such, always welcome hearing from those with foreign language capabilities. Additionally, we would be delighted to hear from candidates with a global background including professional experience gained across different geographies.

Disclaimer: Please ensure when applying for this role you are legally eligible to work/live in your location. Visa sponsorship or relocation costs will not be provided.

Benefits

Disclaimer: Please ensure when applying for this role you are legally eligible to work/live in your location. Visa sponsorship or relocation costs will not be provided.

Diversity & Inclusion

Essential to our success as a global law firm is our ability to attract and retain the best talent from a diverse range of backgrounds. We want a work environment where everyone can reach their potential and we have an inclusive culture which respects individual differences.

We undertake and support several internal and external initiatives aimed at increasing diversity within the profession and we encourage all our partners and staff to get involved.

Equal Opportunities

Dentons is committed to providing equal opportunities for all.

Reward and Recognition

Remuneration and benefits package will reflect the successful candidates experience and country where hired.