About the Role

Collaborating closely with the People Services Systems Manager, you'll offer technical expertise for our HR system, specifically SuccessFactors Employee Central. Your focus will be on adopting a customer-centric approach to empower us in delivering an optimal HR system experience.

Key Responsibilities

• Support the People Services Systems Manager by acting as the initial point of escalation within the People Services Systems Team for issues relating to SuccessFactors, exercising judgement and using initiative in dealing with complex issues.
• Uses deep technical knowledge in SuccessFactors Employee Central to analyse complex and rectify system faults to provide long term solutions, by root cause analysis.
• Supports the People Services Systems Manager by being the primary contact for daily the triage calls and weekly prioritisation calls and helping to manage ticket assignment and workload.
• Work with stakeholders, and as required directly with the business, to understand and resolve service issues.
• Coach the team to ensure they are skilled to provide sound technical knowledge that is right first time, meets the needs of our customers and are explaining things in everyday language instead of technical terms.
• Ensure end to end process documentation is up to date and maintained in a process library
• Work alongside the wider People Services team to identify, define and deliver ongoing system and process improvements using technical knowledge of Employee Central, configuring changes as required.
• Plan, execute and evaluate bi-annual system releases and test cycles required of People Services systems including defect management and retesting as needed.
• Lead and mange projects and monitor progress against the plan.
• Monitor and report on suppliers’ KPIs and SLAs ensuring contractual obligations are met.
• Participate in internal and external network events and meetings in order to pass on information promptly; keep people informed to ensure co-ordination of effort and that work is done effectively.

Skills and Experience

The role holder needs experience in an operational HR Systems role, ideally in a fast paced environment where they are able to quickly understand business issues and problems and take a logical problem-solving approach to their resolution .  

Essential:

• Must have hands-on practical experience with SAP SuccessFactors, including configuration, User Acceptance Testing (UAT), and other related tasks. 
• Proven practical computing experience in the support and maintenance of  MS office based systems.
• Experience in executing and evaluating system upgrades (against current functionality and requirements) and carrying out relevant testing.
• Customer centric by designing and developing candidate and employee centric processes with the end user in mind.
• Driven to make a difference; is delivery and outcome focused
• Able to adapt and respond to a change in direction effectively
• Able to add value and make an impact despite uncertainty and ambiguity. 
• Stays calm and delivery-focused despite multiple tasks, priorities, and deadlines
• Accountable and responsible, able to deliver outcomes effectively and in line with agreed Service Level Agreements(SLAs).
• Excellent communication skills, both written and verbal (to discuss and explain analysis, requirements and solutions). 
• Experience in updating and maintaining process documentation.
• Proven experience working and engaging with multiple stakeholders, seeking to understand to enable a simple and efficient solution to their problems.  
• Ability to handle confidential and sensitive matters with a high standard of professionalism. 
• Competent with Microsoft packages especially Excel and SharePoint.
• Understanding of HR process, procedures and legislation desired.

Desirable:

• A keen interest and experience in HR systems and technology advancements such as robotics and process automation that enable operation service delivery
• Customer centric process design across the end-to-end employee lifecycle with a focus on automation and self service

Essential Requirements

Flexible working: We are open to discussions about flexible working. Whether it’s a job share, part time, compressed hours or another working arrangement. Please reach out to us to discuss what works best for you.

Work location: It is anticipated that a hybrid working pattern can be adopted for this role, where you can work from home and the office. However, as this role is contractually aligned to our Milton Keynes office it is expected that some attendance in the office will be required when necessary and in response to business needs. We’d expect this to be approximately once per month.  

How to apply:  To apply for this role, please submit a CV that clearly demonstrates how you meet the essential/desirable criteria listed above. 

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