SuccessFactors Support Specialist

ISS connects people and places to make the world work better. Are you ready to connect to a place where you belong? At our corporate facilities or at client sites – together, we make places while transforming businesses into having even more positive impact on societies, the environment, and our people.

Do you want to be part of supporting and developing our SuccessFactors platform in a relaxed and global environment?

You will be part of the global support team as a Level 1 Support, supporting SAP SuccessFactors by providing initial technical assistance and troubleshooting for end-users who encounters issues with SAP SuccessFactors and FOCI which is our product for Contract Generation.

Location: Porto, Portugal or Warsaw, Poland

Language: English

Main purpose for the position

As a Level 1 Support specialist for SAP SuccessFactors, you will be responsible for providing first-line technical support and assistance to end-users encountering problems with the SAP SuccessFactors suite of software solutions. Your primary objective will be to ensure timely resolution of issues, efficient escalation of complex problems, and exceptional customer satisfaction.

Your key responsibilities will be:

• Serve as the initial point of contact for end-users seeking technical assistance with SAP SuccessFactors modules, including Employee Central, Recruiting, Onboarding and Contract Generation.
• Diagnose and troubleshoot technical issues reported by end-users, utilizing knowledge bases, system documentation, and established procedures to resolve problems efficiently.
• Log, track, and manage support tickets using ticketing systems, ensuring accurate documentation of reported issues, troubleshooting steps, and resolution details.
• Escalate unresolved issues to Level 2 or Level 3 support teams, providing detailed information and context to facilitate swift resolution of complex problems.
• Maintain regular communication with end-users to provide status updates on ongoing support requests, ensuring transparency and managing expectations regarding issue resolution timelines.
• Contribute to the development and maintenance of knowledge bases, FAQs, and troubleshooting guides to enable self-service support and enhance the efficiency of Level 1 support operations.
• Conduct follow-up activities with end-users to ensure that reported issues have been effectively resolved and to gather feedback on the support experience, identifying opportunities for improvement.
• Assist in the creation of user training materials, documentation, and tutorials to empower end-users to maximize their utilization of SAP SuccessFactors functionalities and minimize reliance on support services.

Professional Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Fundamental understanding of the Hire to Retire process in SAP SuccessFactors
• Prior experience in a technical support role, preferably with exposure to SAP SuccessFactors or other HRIS/HRMS solutions.
• Proficiency in troubleshooting technical issues and providing clear, concise instructions to end-users.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with individuals at all levels of the organization.
• Detail-oriented with a focus on delivering high-quality support services and ensuring customer satisfaction.
• Comfortable expert user in common office tools and technologies such as WebEx, Jira, Confluence, Teams, SharePoint, Outlook, Word, and Excel.

Personal Qualifications:

• Passionate about delivering a great customer experience in service delivery.
• Ability to work collaboratively in a fast-paced environment and adapt to evolving priorities and requirements.
• Able to perform in a geographically dispersed international team.
• Fluent in English.
• Able to deliver high degree of customer satisfaction.
• Focus on establishing great working relations with the other members of the team.
• Able to solve incident in a timely manner.

Why ISS

Since our founding in 1901, ISS has been a people-first company. We recognize the power of diversity and celebrate the differences that make us unique. When everyone is free to be themselves, everyone benefits. Our people feel safe, respected, represented, and supported as their authentic selves, allowing them to seize opportunities and reach their full potential. We take seriously our obligation to improve lives, make a difference in our communities, and protect our planet — because when we get things right, the world works better. And that is what drives us.

ISS is a Place to Be You.

Be who you are. Become what you want. Be part of something bigger.

Become more. Become ISS.

Apply here!