Job Description

Key Responsibilities: 1. Module Support & Maintenance Provide functional support for SuccessFactors modules including Employee Central (EC) , Performance & Goals Management (PMGM) , and Learning Management System (LMS) . Support additional HR processes such as Benefits , e-Resignation , and ongoing employee data maintenance . 2. Ticket Management & Issue Resolution Ensure timely resolution of Level 1 support tickets in accordance with defined SLA timelines . Address user queries, troubleshoot system bugs, and respond to “how-to” questions. Support data uploads and minor configuration changes as required. 3. Collaboration & Troubleshooting Work closely with the technical team to identify, troubleshoot, and resolve daily operational issues within the SuccessFactors ecosystem. 4. Testing & Quality Assurance Design, execute, and document functional test scenarios to validate configurations and logic. Coordinate and support User Acceptance Testing (UAT) , including documentation and communication with internal customers. 5. Documentation & SOPs Develop and maintain comprehensive documentation including test cases , UAT scripts , Standard Operating Procedures (SOPs) , and user manuals for system processes and configurations. 6. Training & User Support Conduct training sessions and provide hands-on support to HR users and team members on the effective use of SuccessFactors modules. 7. Reporting & Analytics Generate and review daily operational reports , providing timely updates to supervisors for task tracking and prioritization. Prepare and submit monthly MIS reports to the designated Single Point of Contact (SPOC) for strategic and organizational reporting needs.