Executive, HR Systems & Services - #1093242

1) Manage the enquiry email account to address issues pertaining to SuccessFactors (SF) account activation, use of the system, application of various modules.

• Respond to the enquires within 24 hours for simple and straight forward cases. For queries that need further investigation and review, to respond to the enquirer as soon as a solution has been obtained.
• Where email correspondence poses challenges, other modes of communication such as teams, WhatsApp messaging or phone calls may be used.

2) Perform basic troubleshooting of the issues raised and liaise with Business Partners (BPs), HRIS & external vendor to resolve them.

• Work in partnership with the various stakeholders to resolve the issues raised.
• Provide solution to the enquirers.

3) Categorize / compile issue/queries list and update the FAQs / User Guides etc, arising from the issues/queries reported.

• Work in partnership with the different stakeholders within HRTD and align the policies / guidelines for the different employee groups
• Provide support in admin matters or other ad-hoc duties

4) Support the issues arising from the implementation of Automated Identity Access Management (AIAM).

• Serves as the first point of contact for day-to-day operational issues related to AIAM.
• Arrange meeting and clarify issues with the AIAM project team, system vendor as well as internal stakeholders and then work with them to address the concern/issues raised.