Group Analyst: HCM Applications Support (Durban North) at Aspen Pharma Group

JOB PURPOSE:

• Operational role in the Group Digital Technology organization. To provide reliable, business-focused and application support for Human Capital Management (HCM) platforms, with primary focus on SAP SuccessFactors. The role ensures stable operations, accurate HR processes, and responsive user support while enabling continuous improvement of HCM services across the employee lifecycle.

KEY PERFORMANCE AREAS:

Service Stability

• Responsible for ensuring that SAP SuccessFactors incidents and service requests are resolved within agreed SLAs, achieving at least 95% SLA compliance each month.
• Resolve at least 70% of support tickets at first contact without escalation, demonstrating effective 1st line support capability.

System Operations and Administration 

• Guide all configuration change implementations accurately and without rollback
• Perform data corrections with high accuracy
• Complete user access provisioning, changes, and removals in line with Aspen access management standards.

Application Lifecycle Management (ALM)

• Execute all planned test cases for SAP SuccessFactors releases, achieving 100% test execution coverage per release.
• Minimise production defects after releases, keeping defect leakage below 5%.
• Provide effective release and change support, ensuring smooth deployments with no critical post go live disruptions.

Human Capital Business User Support

• Support Aspen HR business partners with functional queries and system usage guidance, resolving requests in line with agreed SLA’s. 
• Drive and improve the Human Capital user satisfaction score 
• Enable HR teams to correctly interpret SuccessFactors data, reducing repeat queries and data misunderstandings.

Integration Support 

• Drive innovation and automation on integrations between SuccessFactors and connected systems, maintaining interface availability 

Data Governance, Quality & Integrity 

• Maintain accurate and complete HCM data with data owners
• Identify and reduce recurring data quality issues, demonstrating a measurable downward trend quarter‑on‑quarter.

Security, Privacy and Compliance 

• Ascertain that all SuccessFactors users have the correct roles and permissions, maintaining 100% access compliance.
• Support audits and compliance reviews, ensuring zero high or critical audit findings related to HCM support.
• Apply segregation of duties and data privacy controls consistently, in line with organisational and regulatory requirements according to GDPR, POPIA and all other related acts within all SuccessFactors Modules.

Vendor / Service Provider Management

• Manage external vendors and service providers to ensure delivery within Aspen standards, SLAs, and quality parameters.
• Review vendor deliverables, monitor performance, and escalate issues when needed.
• Participate in commercial / renewal discussions

Documentation, SOP Management & Knowledge Management

• Develop and maintain accurate technical documentation, data models, reporting catalogues, and operational runbooks. 
• Ensure documentation supports operational continuity, audit readiness, and onboarding. 
• Maintain visibility of reporting assets, data flows, and dependencies. 
• Support effective knowledge transfer across support and delivery teams.
• Ensure system documentation, SOPs, work instructions, and support artifacts are accurate, current, and audit-ready.
• Maintain configuration documentation, system logs, validation and artifacts.
• Drive knowledge-sharing initiatives within the support team and across functional teams.
• Maintain up to date functional documentation, support procedures, and user guides
• Leverage and contribute to the knowledge base.

Risk Management, Issue Prevention, Root Cause Analysis & Continuous Improvement

• Identify platform risks, recurring incidents, and potential compliance gaps; implement mitigation activities.
• Conduct trend analysis on incidents and problems to prevent recurrence.
• Flag emerging risks related to system performance, user behaviour, or infrastructure dependencies.
• Perform root cause analysis for recurring incidents
• Deliver at least two service improvement initiatives per quarter, focused on stability, efficiency, or user experience.

Strategic Input & Capability Development

• Provide technical input into HCM Applications roadmaps. 
• Evaluate new SAP SuccessFactors features for business value and applicability. 

Requirements

• Matric / Grade 12
• Bachelor’s degree in information systems, Human Resources, Business, or equivalent work experience. 
• Certification in SAP SuccessFactors is advantageous 
• IT service management and delivery methodologies (e.g. ITIL, SDLC, Agile) preferred
• 3 to 6+ years’ experience supporting enterprise HCM applications 
• Experience working with HR business users and shared service environments 
• Exposure to user access management and basic security concepts 
• Experience supporting HR system integrations and data flows is beneficial 
• Exposure to data privacy, audit, or regulated environments is advantageous 
• Hands on support of one or more SAP SuccessFactors modules (Employee Central, Performance & Goals, Learning, Recruiting, Compensation) 
• Participation in at least one SuccessFactors implementation, rollout, or major enhancement 
• Ongoing post go live support in an AMS or shared services model
• HR systems or HRIS fundamentals experience
• Data privacy principles (GDPR, POPIA or equivalent) understanding
• SAP SuccessFactors configuration and administration.
• Incident, problem, change, and request management within ITIL frameworks.
• Structured problem-solving and RCA methodologies.
• Audit readiness and documentation discipline 
• Ability to collaborate with cross-functional teams, including SAP and non-SAP applications.