HR Systems Super User - SuccessFactors & Open Text

GBS (Global Business Services) provides financial, human resources, audit and IT services to the British American Tobacco entities. Our category expertise, large capabilities and international operation makes us a unique business partner who excels in financial leadership and, therefore, offers great shareholder value for BAT.

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- Analyses and plans the SuccessFactors and Open Text release upgrade schedule including supporting the process for fix releases and upgrades;
- Executes configuration changes to Open Text and the SuccessFactors suite of applications to defined requirements and provides support and guidance to users in the definition of those requirements based on agreed service standards and operational procedures;
- Translates business requirements into technical requirements and system specifications by using knowledge, experience and the network of technical specialists across HR and IT;
- Provides daily support activities including the execution of system maintenance, communication of system downtime and ensuring requirements have effectively been met;
- Develops and maintains strategic relationships with key outsource providers to ensure business benefits and business solutions are delivered and roadmaps are aligned to IT trends and capabilities;
- Acts as an escalation route from HR Shared Services for complex employee queries for system content and resolve or escalate accordingly;
- Ensures security and data privacy standards, owns SuccessFactors security model;
- Maintains expert level of knowledge of data schema, interface technologies and enterprise networking technologies and documents interface architecture;
- Develops and maintains methods, tools, support and reference material to run and maintain SuccessFactors and OpenText applications;
- Provides line management responsibility to HR Technology Administrator- direct report; setting performance targets, monitoring and managing their performance against objectives, providing coaching and ensuring development opportunities are provided.

- Analyzes and assesses basic HR technology technical issues and provide resolution as appropriate;
- Supports in the development of HR content and reference materials that help upskill HR Contact Center Specialists to be able to handle basic and frequently asked technology related HR queries;
- Works closely with Super User to gather and understand business requirements for system change activity and supports the translation of these into technical requirements and functional specifications used to execute updates;
- Uses problem solving ability to analyse and present solutions for challenges associated with system performance, interface error reports etc.;
- Develops test plans and supports testing activity as required;
- Executes production support tasks as necessary and supports collaboration efforts with BAT IT as necessary to address complex system / architectural issues;
- Escalates complex HR technology support queries as appropriate.