SME, People Platform Support (System & Reporting)Location:CBRE KL BSO, Bangsar SouthAbout the role
We are seeking a highly skilled and motivated individual to join our team as a People Platform Support SME.
In this role, you will provide technical support and assistance for HR systems and tools, troubleshoot issues, and offer daily transactional support for APAC HR systems/processes.
You will also ensure data integrity, generate reports and dashboards, manage user tickets, and contribute to HR projects such as UAT, training, and deployment-focused activities.What you'll doPeople System and Tools Support:
Act as the 'super user' for the HR system, including Peoplesoft myHR System, EDM System, ServiceNow System, and Avature System.
Provide level 2 technical support for HR systems and tools, as well as daily transactional support for APAC HR systems/processes.
Perform analysis and troubleshooting of routine to moderately complex issues.
Refer particularly complex issues to the appropriate source and escalate urgent matters as needed.
Perform root cause analysis and suggest solutions to users.
Maintain access to ensure proper security roles and governance on standard self-service system utilization.
Responsible for creating, reviewing, and maintaining process documentation.
Conduct training on HR Systems and Tools for HR users, managers, and employees.Data Governance:
Perform auditing activities and ensure data integrity within HR systems.
Perform bulk data updates, exports, imports, clean-ups, and research/report on any data discrepancies.
Provide guidance on maintaining data integrity within HR systems.Building Dashboard:
Maintain and deliver fixed reporting and respond to basic to intermediate ad-hoc reporting requests.
Understand stakeholders' requirements for new report requests and advise on best practice approaches to report development.
Collaborate with stakeholders to gather and interpret requirements and develop simple to moderately complex reports/dashboards to support the needs of the business.
Publish final versions of dashboards in workspace and set up user access and security measures.
Build and own reporting processes and procedures in conjunction with other HR reporting functions.
Conduct training and educate users on navigating the reporting function.Ticket Management:
Manage and close tickets within SLA, ensuring timely resolution of user issues and inquiries.
Serve as the primary point of contact for users, providing prompt and effective communication and updates on ticket status.
Prioritize and triage incoming tickets, escalating urgent or complex issues to the appropriate teams or resources.
Collaborate with cross-functional teams to troubleshoot and resolve technical issues, ensuring a high level of customer satisfaction.
Document and track ticket resolutions, maintaining accurate and up-to-date records of all interactions and solutions.
Identify trends or recurring issues in ticket data and provide recommendations for process improvements or system enhancements.
Provide user training and guidance on self-service ticket submission and resolution processes.Project Support:
Participate and provide support in HR projects such as UAT, training, and deployment-focused activities as directed.
Collaborate with stakeholders to gather requirements for new changes.
Create business requirement documents and test scripts and collaborate with the digital and technology team on development.
Host UAT calls and guide business users in the last phase of UAT.What you will need
Bachelor's degree in human resources, Information Technology, or a related field, with up to 3 years of relevant experience.
In lieu of a degree, a combination of experience and education will be considered.
In-depth knowledge of HR systems such as Peoplesoft myHR System, EDM System, ServiceNOW system, and Avature System or equivalent.
In-depth knowledge of Microsoft Office products.
Examples include Word, Excel, Outlook, etc.
Experience with Case Management systems, such as ServiceNow, MS Dynamics, Siebel, RightNow, etc.
Experience with data governance and reporting tools (e.g.
PowerBI) is a plus.
Strong analytical and problem-solving skills.
Ability to work independently and collaboratively in a team environment.
Strong attention to detail and ability to handle multiple priorities.
Excellent communication and interpersonal skills.#J-18808-Ljbffr