Internal Client Services- ATS-ERP Senior Consultant - HR at Deloitte

Job Description

Main purpose
Responsible for the Functional and Technical support tasks of the Success Factors modules in the ERP Centre of Excellence Function and to assist in Call Management for these modules to resolve user queries.
To provide value add to the firm in terms of knowledge transfer, improved business processes and understanding of the HR roadmap and to ensure data integrity and that all functionality in the system is being used correctly and effectively within the firm.
Manage Third party vendor Service level agreements.

Key performance areas:
Client Service Excellence

• Management of all Calls both internally and externally & Problem Management

• Using Call logging system to capture and resolve all calls

• Escalation of calls to ERP Solution Manager

• Ensuring adherence to methodologies and standards for call logging

• Ensure calls are closed within SLA

• Call Analysis

• Third Party service provider management

• Incident/Problem Management 

• Liaison with Local and Global Success factors

• Call resolution

• SLA Management and Dashboards for GIS Mngt

Call Management and Resolution

• Resolution of User queries

• Configuration of SF Module functionality (Basic)

• Providing technical and functional expertise across the firm 

• Troubleshooting user problems 

• Recommendation of solutions

• Interacting with consultants of other modules

• Taking calls or responding to emails

• Providing Consultancy advice as to call resolution options

• Perform root cause analysis

Training

• Management of all SF Training

• Responsible for up-to date Training Manuals

• Responsible for all E-Learning

• Conduct Classroom based training

• Conduct advanced training 

• To ensure that business users are knowledgeable in SAP functionality 

• Implement e-learning

• Develops Training Manuals for SF Module for advanced training

• Developing Frequently Asked Questions on the Portal

• Identifying Business users that require training

• Classroom based manuals

• Training Co-ordinator

Testing

• Manage Testing for Projects, Change requests

• Developing Test Plans/scripts and use the Automated Testing Tool.

• Conduct Unit testing

• Conduct regression testing with new releases 

• Performing User Acceptance testing

• Liaising with AMS and Deloitte Business on issues and queries

• Resolving UAT queries

• Perform adhoc detailed testing – SF /windows upgrades and other technology or SF enhancement packs

• Manage testing of business users and meetings

• Sign off Test Results

• Conducting Integration testing with other Modules

• Working closely with testers to execute test scripts and obtain business buy-in

• Approving change to move to Production Environment

Business process management

• Conducting and Facilitating Business requirement workshops with the Deloitte Business

• Documentation of the Business requirements Specification document

• Conducting Face to face interaction with the Deloitte Users

• Understanding of Deloitte Business processes (AS- IS)  

• Co-ordinating all Enhancements and Change requests to the SF HR System

• Reviewing existing processes or efficiencies

• Proactively propose changes to business processes (To-Be)

• Obtain user sign off for Blueprint documentation 

• Producing Month End check lists 

• Resolving all Month End issues identified

• Application Configuration

• Management of all HR Reporting requirements

Data Quality and Governance Facilitation

• Conducting adhoc data quality audits on specific areas

• Notification of issues to the HR BPO for rectification

• Escalation of any non – compliance to Business Directors 

• Conducting Monthly checks on all aspects of data 

• Review of Error logs and recommendations

• Notification of issues to the ERP Solution Manager

• Influencing Business to change and adhere to guidelines

• Producing audit reports on non-compliance with proposed recommendations to ERP Solution Forum 

Implementation of Projects and Change requests 

• Advising the business on alternative solutions

• Conducting Workshops 

• Obtaining quotes from third party service providers

• Presenting options to Business Process Owners

• Acting as a Subject Matter Expert

• Acting as a Project Manager on the Request or smaller projects (operational level)

• Implement Business Solutions

• Coordinating change management process during the development phase.

• Consulting and facilitating different groups (user groups, AMS Functional consultants and AMS development teams),

• Application Development and Configuration

• Application Integration

• Change Management of New Releases and changes

• Present new ideas and Innovation to the business

• Google SF Help

• Attend Special Interest Groups

• Attend SF seminars and conferences

• Conduct research with other companies and market leaders

• Understand the SF Roadmap and new products

• Understand new functionality within SF Module

• Understand Business aspects in terms of new legislation, tax laws etc.

• Understands SF current and Future products and make recommendations to business

• Influencing business to change processes and adapt to best practise 

• Developing Decision documents for Business Process Owners

Management of HR/SF module Strategy and Architecture

• By compiling the ERP Strategy document for HR Functional area with a Tactical plan & Architecture

• Updating and maintaining the SF Solution Architecture for specific HR modules to show all Inputs and Outputs and other touch points

• Influencing outcomes of Month End Checks

• By understanding and documentation of all Batch jobs and technical integration points to other applications 

• Documenting all Data Flows of Master data

• Management of all integration touch points and downstream applications (Deloitte Impact, PDI, eKPC, FIM)

• Management of all Payroll Integration

• Management of Licenses 

User Access Management

• Ensure User Access policy is adhered to  and access provided is aligned to policy

Qualifications

Minimum qualifications

• Diploma or Degree

• SAP certification in the respective Process Area 

Minimum experience 

• At least five years IT/Functional experience and 3 years Functional SAP knowledge in SAP HR module or Success factors module

Desired experience

• At least 6 years IT/business experience, 4 years working knowledge on a SAP HR solution / Success Factors

• Configuration experience

Technical Competencies 

• Sound working knowledge of SuccessFactors Module 

• Management of SF Authorisations

• Ability to document Functional Specification

• Ability to understand Technical Design Specifications

• Configuration knowledge for SF Employee Central Module.

• Integration understanding between ERP Cloud solutions

• Working knowledge of Deloitte implementation of SAP Cloud modules and test scripts.

Additional Information

Skills and competencies:
Builds relationships  

• Good people skills and the ability to work with a wide spectrum of people.

• Team player with the ability to motivate others.

• Ability to resolve conflicts and issues.

• Acting on client needs.

• Prepared to share knowledge.

Manages Quality and Risk 

• Enforce governance procedures.

• Accurate and pays attention to detail.

Communicates Clearly & Effectively 

• Good communication skills.

• Good presentation skills.

• Good written and verbal skills in English.

Manages and Executes Projects 

• Ability to meet deadlines.

• Ability to work under pressure.

• Ability to prioritize tasks.

• High energy levels.

• Good administration skills.

• Logical and analytical.

• Persistent in solving problems.

• Good Time management.

Solves Problems 

• Analytical approach to resolve issues.

• Accountable for action.

• Detailed analysis and reaches end goal.

• Sound Judgement and decision-making skills