Job
Description
Role & responsibilities Role: We are seeking an experienced SAP SuccessFactors Employee Central Service Center (ECSC) specialist to manage AMS (Application Management Services) support operations for our customers. The ideal candidate will have 10-12 years of experience in SAP HCM and SuccessFactors, with expertise in ECSC, Employee Central, and other SF modules . This role requires strong ticket management, issue resolution, stakeholder communication, and team leadership skills. Key Responsibilities: AMS Support & Ticket Management: Manage L1, L2, and L3 support tickets related to SuccessFactors ECSC . Ensure timely resolution of issues, root cause analysis, and preventive measures . Handle incident, change, and problem management processes efficiently. Customer Engagement & Stakeholder Management: Act as the primary point of contact for AMS customers , ensuring high service levels. Conduct regular customer reviews, service performance reporting, and continuous improvement initiatives . Work closely with HR, IT, and business teams to understand and resolve HRIS-related issues. Technical & Functional Expertise: Configure and troubleshoot SuccessFactors Employee Central Service Center (ECSC) . Knowledge of Ask HR, HR ticketing systems, workflow setup, and integrations with Employee Central . Experience in Employee Central, Recruiting, Onboarding, Performance & Goals, Compensation, Learning Management System (LMS) is a plus. Team Leadership & Mentoring: Guide and mentor junior consultants and offshore/onshore support teams. Define best practices, knowledge-sharing frameworks, and training sessions for AMS teams. Integration & System Enhancements: Work with SAP Cloud Platform Integration (CPI) , BTP, and APIs for integrations with third-party HR systems . Support quarterly SuccessFactors release updates , regression testing, and new feature enablement. Required Skills & Qualifications: 10-12 years of experience in SAP HCM & SuccessFactors. Expertise in Employee Central Service Center (ECSC) and ticket management workflows . Strong knowledge of SAP SuccessFactors Employee Central and good exposure to other SF modules . Experience with AMS support models, SLA management, and ITSM tools (ServiceNow, Remedy, etc.). Understanding of SuccessFactors integration with SAP ERP, middleware, and third-party applications . Strong problem-solving, analytical, and customer-facing communication skills . SAP SuccessFactors Certification in Employee Central or ECSC is preferred. Nice to Have: Exposure to BTP (Business Technology Platform) and SAP Cloud Platform Integration (CPI) . Experience in HR process optimization and automation . Knowledge of HR Service Delivery models and HR Helpdesk solutions . Preferred candidate profile SF ECSC ,EC
