Job Description

Job Purpose

To provide excellent, accurate, on-time support for the specified Global HR platforms (e.g., my Talent World, Smart Connect, Phenom). Is able to plan, schedule and monitor own work & work of the team within a limited time frame. A central point of advice & consultation about the global platforms\' functionality for our business colleagues.

Reports to ITDS Team leader

Key Activities

- Coach colleagues regarding new functionalities, new releases, change requests and error correction

- Respond to user requests and ensure that users receive a timely response

- Obtain/add to initial query information and ensure full-service records are maintained

- Prioritize user requests considering business impact and customer agreements ensuring the agreed service level is met

- Update databases/case management tools/ sharepoints with changes and status of each request

- Follow procedures for complaint handling, escalation, approvals, and emergency requests

- Complete first level resolution for several applications following agreed work instructions

- Complete Value-added services such as User acceptance tests, content upload, reporting, setting up curricula

- Ensure Corporate Data Privacy Policy and confidentiality is adhered to

- Contribute to process improvement initiatives and produce support documentation

- Managing work queue of queries effectively across all ITDS teams

- Inform the customer about system / process updates in a timely manner

- Perform a consulting role, offering advice and knowledge on functionalities, best practice and sharing experiences

- Manage the end-to-end process of bringing the business projects to the platform and the users

- Interact with the customer in a professional and friendly way, understanding the query from the customer\'s perspective

Qualifications and key requirements

- Completed secondary school education

- IT literacy - Intermediate Excel skills

- 2-5 years of experience in various HR-related areas

- Exposure with relevant key aspects of HR processes especially Learning, Performance & Talent and Recruitment

- Fluent English in writing and spoken (German is an advantage)

Experience & competences level

- Knowledge and understanding of user /customer perspective and the impact of technical/application problems on their customer\xe2\x80\x99s business or country/functional environments.

- Prior Knowledge and Skills - Efficient record keeper, with effective communication skills, and a methodical approach to problem solving

- Strong Customer Focus - Understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions.

- High degree of Written Expression - Effectively conveys factual communications that require an understanding of the recipient/audience.

- High degree of Oral Expression - Effectively conveys factual communications that require an understanding of the recipient/audience.

- Demonstrated experience managing tasks, processes, and small projects.

- Demonstrated Attention to Detail - Applying quality standards to all tasks undertaken and ensuring that nothing is overlooked.

- Understanding of working within a global, cross-cultural environment is desirable

eQuest