About Foundever:

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we are the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. 

Function Overview:

The Global HRIS team at Foundever manages a comprehensive application portfolio for HR Global systems within IT, overseeing services such as HR Application Management, Integration, Automation Analytics, Project Delivery, and Vendor Management. Leveraging SAP SuccessFactors as the primary global HR technology platform, the team supports essential processes in Core HR, Talent Development, Talent Acquisition, and Payroll across over 46 countries. 

Additionally, the Global Talent Management team drives the strategy and implementation of Talent Acquisition and Development systems, including Level 1 Support for SuccessFactors. They manage key modules like Recruiting, Onboarding, and Performance Management, focusing on regulatory compliance and enhancing user experiences through process simplification and automation.

Job Summary: 

The Level One IT Support Specialist plays a crucial role in providing exceptional end-user support and education related to SAP SuccessFactors and Kronos Time Management systems. This position is responsible for managing IT Service Management Center (ITSMC) tickets, ensuring timely resolution of user issues, and facilitating user training sessions to enhance system utilization. The specialist will serve as the first point of contact for employees encountering technical difficulties, delivering friendly and efficient support while documenting issues and solutions within the ticketing system. A strong focus on customer service, technical proficiency, and effective communication will be essential for success in this role. The Level One IT Support Specialist will collaborate with other IT teams to escalate complex issues and contribute to continuous improvement initiatives, ensuring a seamless and productive user experience across the organization.The IT System Analyst is an individual contributor role that reports directly to the HRIS Manager of the Global Talent Management team for all work definition, work organization and quality control of delivered outcomes.  

If you are based in Manila or India and are  passionate about delivering exceptional customer service, a proactive self-starter with a proven success record, and eager to thrive in a dynamic environment, we invite you to apply for this opportunity.

Key Responsibilities: 

• Serve as the first point of contact for end-users experiencing issues with SAP SuccessFactors and KronosTime Management systems.
• Manage IT Service Management Center (ITSMC) tickets by logging, tracking, and resolving userreported issues promptly and accurately.
• Provide timely and effective technical support to end-users through various channels, including phone, email, and chat.
• Conduct user training sessions to educate employees on system functionalities and best practices for utilizing SAP SuccessFactors and Kronos.
• Document and maintain accurate records of support interactions, resolutions, and user feedback within the ticketing system.
• Collaborate with other IT teams to escalate complex issues that require advanced troubleshooting or specialized knowledge.
• Ensure adherence to service level agreements (SLAs) in ticket resolution and response times to maintain high service quality.
• Assist in the development and updating of training materials, user guides, and FAQs to enhance user understanding of the systems.
• Monitor system performance and user feedback to identify areas for improvement and recommend enhancements to processes or training.
• Participate in continuous improvement initiatives to streamline support processes and enhance user satisfaction.
• Stay up-to-date with system updates, features, and best practices for SAP SuccessFactors and Kronos to provide informed support.
  
  

Qualifications:

• Minimum of 1-2 years of experience in a technical support or help desk role, preferably within a corporate environment.
• Excellent written and spoke English is a requirement.
• Familiarity with SAP SuccessFactors and Kronos Time Management systems is highly desirable.
• Proven experience in managing IT Service Management Center (ITSMC) tickets and delivering excellent customer service.
• Strong understanding of IT support processes and best practices, including troubleshooting and problem resolution.
• Demonstrated ability to communicate technical information clearly and effectively to nontechnical users.
• Experience conducting training sessions or workshops to educate end-users on software applications.
• Proficiency in using ticketing systems to log, track, and resolve user issues.
• Basic knowledge of IT infrastructure, including hardware and software components, is a plus.
• Ability to work collaboratively within a team and adapt to changing priorities in a fast-paced environment.
• Commitment to continuous learning and staying updated with new technologies and system enhancements.

The Environment

Impactful work. Opportunity to work on cutting-edge AI-driven products that will be game-changers for our business.
Professional growth. Continuous learning and development opportunities in a dynamic, remote work environment.
Work-Life-Balance. Remote working in any location based in Manila or India
Collaborative environment. A supportive team culture with opportunities for travel, training and industry events.

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