JOB DESCRIPTION

Specialist System Support - EM

Job Title:                 Specialist System Support – EM (P2)

Department:           HR

Reports To:             Manager GBS HR Services

Purpose & Overall Relevance for the Organization

Within the framework of HR Services, the System Support function provides operational excellence, system expertise, and business support across HR technologies and processes. The Specialist – System Support plays a critical role in ensuring the efficient operation, maintenance, and continuous improvement of HR systems supporting Emerging Markets.

The role acts as a key point of expertise for SuccessFactors, SAP HCM, ServiceNow, and related HR technologies, ensuring accurate system administration, timely issue resolution, process optimization, and support for HR digitalization initiatives. The position contributes to operational excellence by driving system stability, data quality, automation opportunities, and stakeholder satisfaction across multiple markets.

Key Responsibilities

HR Systems Administration & Support

• Act as a subject matter expert for SAP SuccessFactors, SAP HCM, ServiceNow, and related HR systems.
• Manage and resolve system support requests, incidents, and service tickets within defined SLAs.
• Perform mass uploads, data maintenance, authorizations, reporting, and system configuration activities as per established procedures.
• Troubleshoot and resolve complex HR system issues, engaging global support teams where required.

Process Excellence & Governance

• Ensure accurate execution of HR system processes in line with global standards, policies, and compliance requirements.
• Maintain and regularly update process documentation, DTPs, knowledge articles, and user guides.
• Identify process inefficiencies and drive continuous improvement initiatives.
• Support audit activities and ensure proper system controls and governance are maintained.
• Analyze recurring issues and recommend long-term solutions to improve system stability and user experience.

Reporting & Analytics

• Create, maintain, and analyze reports from SuccessFactors, SAP HCM, and ServiceNow.
• Utilize advanced Excel capabilities to support operational reporting, data analysis, reconciliations, and decision-making.
• Monitor operational KPIs and provide insights to improve service delivery and system performance.

Automation & Digitalization

• Support development and implementation of HR automation initiatives, workflows, and digital solutions.
• Collaborate with Continuous Improvement, IT, and Global HR Technology teams on automation projects.
• Provide functional input and testing support for new system enhancements, releases, and technology implementations.
• Leverage technology solutions to reduce manual effort, improve accuracy, and enhance employee experience.

Stakeholder Management

• Serve as a key contact point for HR Operations teams, local HR teams and other stakeholders regarding HR system-related matters.
• Provide guidance and training to users on system processes and best practices.

Key Relationships

• HR Services Teams
• HR Business Partners
• Payroll Teams
• Rewards Teams
• Global HR Technology Teams
• IT Support Teams
• Continuous Improvement & Automation Teams
• ServiceNow Support Teams

Knowledge, Skills and Abilities

• Strong expertise in SAP SuccessFactors Employee Central and related modules.
• Strong working knowledge of SAP HCM and HR master data processes.
• Experience working with ServiceNow or equivalent ticket management platforms.
• Advanced Microsoft Excel skills, including macros, Power Query, complex formulas, reporting, and data analysis.
• Understanding of HR process automation, workflow solutions, and digital transformation initiatives.
• Strong analytical and problem-solving capabilities with attention to detail.
• Ability to investigate and resolve complex system and data-related issues.
• Strong stakeholder management and communication skills.
• Customer-focused mindset with a service-oriented approach.
• Ability to manage multiple priorities and work effectively under pressure.
• Experience working within a global, matrixed, and multicultural environment.
• Strong documentation and process mapping skills.

Requisite Education and Experience / Minimum Qualifications

• University degree in Human Resources, Business Administration, Information Systems, Computer Science, or a related field.
• Minimum 5+ years of experience in HR Systems, HR Shared Services, HR Operations, HR Technology, or HR Consulting environments.
• Proven hands-on experience with SAP SuccessFactors and SAP HCM.
• Experience working with ServiceNow or similar case management/ticketing platforms.
• Demonstrated experience supporting HR technology implementations, system enhancements, or transformation initiatives.
• Experience in HR process automation, reporting, and continuous improvement projects.
• Advanced proficiency in Microsoft Excel and HR data analysis.
• Very good command of English, both written and verbal.
• Deep understanding of HR Shared Services operating models and service delivery principles.
• Experience supporting multi-country or global HR operations environments is preferred.