Senior Manager, HRIS Support

About Foundever ™
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re 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.

Business Unit Summary

The Global HRIS team manages an application portfolio dedicated to Foundever HR Global systems. Part of IT, the organization is responsible for a global scope of services that includes HR Application Management, HR Integration, Automation & Analytics, HR Project Delivery and Vendor Management. SAP SuccessFactors is the global HR technology platform for Foundever and supports global processes across Core HR, Talent Development, Talent Acquisition and Payroll. UKG is the global platform for Time Management processes. The Global HRIS team is responsible for delivering and sustaining a common, scalable and efficient technology stack for employees in more than 40 countries.

Department Summary

The HRIS Support team is focused on the Level 1 and 2 operational support of Foundever’s SAP SuccessFactors and UKG Platforms globally. Fundamentally, this team is guided in purpose to ensure it detects and resolves application issues and patterns for improvement. The team is responsible for the SuccessFactors and UKG Level 1 and 2 system support within established service level agreements.

Job Summary

The Senior Manager of HRIS Support plays a pivotal role in the service management administration of our HR systems and tools with a focus on end user support and satisfaction. This role directs the system support activities and drives operational excellence across SuccessFactors and UKG platforms. The Senior Manager of HRIS Support manages a global team to ensure system availability, stability and ongoing operational improvements. This includes balancing the assignment of work within our ticketing system, monitoring ageing, managing SLA’s and achieving KPI’s.

Duties and responsibilities

• Lead a global team of remote staff to provide Level 1 and Level 2 service management support to SuccessFactors and UKG Workforce Central users across 40+ countries
• Establish and govern a strategic approach (ITIL framework) for service management to optimize and automate SuccessFactors and UKG user support
• Set SLA’s and KPI’s to elevate the service experience, manage risk, and set standards for customer satisfaction
• Change Management focus on support ticket inquiries and issues to ensure they are resolved in a timely manner while keeping stakeholders informed
• Provide technical expertise and leadership in the resolution of Level 1 and Level 2 issues
• Collaborate with other technical and project teams to ensure smooth integration of SAP SuccessFactors and UKG Workforce Central initiatives to a productive support state.
• Partner with the HR functional owners and internal stakeholders to strengthen customer relations by delivering efficient services that meet their needs
• Establish a learning environment for ongoing training and skills improvement within the team to continuously improve assisting employees and resolving their system inquiries, concerns and issues.
• Monitor ticket trends for patterns to recommend a wider view of resolution and training

Qualifications and Experience

• 8+ years of leading the system service management and end user support of SAP SuccessFactors or UKG Workforce Central in a global environment.
• Demonstrated leadership experience managing of a globally diverse work from home staff
• Ability to drive consensus, and inspire a shared vision for SLA and KPI achievement
• Proven experience detecting and resolving application issues and patterns based on KPI’s
• Deep operational experience managing and reporting analyzing ticket volumes, patterns, agent utilization, ageing, and trends
• Strong analytical and presentation skills
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with diverse stakeholders and influence process improvements
• Proven ability to thrive in a fast-paced, dynamic environment, with a proactive and results-driven mindset
• Experience with agile development methodologies for the software development lifecycle (SDLC)
• Solid understanding of HRIS and global Core HR best practices

Qualifications Education

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or equivalent work related experience

Qualifications - Other

• ITIL certification is preferred, but not required
• SAP SuccessFactors Administration Certification in Employee Central or willingness to obtain such certification

Our Offer

• Competitive salary and benefits package
• Opportunity to work with a global team of talented professionals
• Dynamic and challenging work environment
• Chance to make a real impact on the company's success
• Continuous learning and development opportunities