About Deloitte

Deloitte is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax and related services. Our global network of member firms and related entities in more than 150 countries and territories (collectively, the “Deloitte organization”) serves four out of five Fortune Global 500® companies. Learn how Deloitte’s approximately 312,000 people make an impact that matters at www.deloitte.com. 

About the Division

As Africa Technology Services (ATS), our objective is to provide the firm and our people with the means, knowledge and technical support to fulfil our professional responsibilities. The ATS division serves as a support function at Deloitte and is comprised of the following teams:

PMO – Project Management Office

BMS – Business Management Services

SAP – Systems, Applications and Products

IAAS - Infrastructure as a  service

BSASI – ATS  Business Analysis

CAD - Centre of Application Development

USS – User Support Services

We are committed to empowering the firm by establishing an environment of continuous learning, challenging experiences, and enriching career opportunities. We are connected by a collaborative culture that fosters integrity, outstanding value, and strength from cultural diversity.

What impact will you make?

Every day, your work will make an impact that matters, while you thrive in a dynamic culture of inclusion, collaboration and high performance. As the undisputed leader in professional services, Deloitte is where you’ll find unrivalled opportunities to succeed and realize your full potential.

Job Description

Main purpose

Responsible for the Functional and Technical support tasks of the Success Factors modules in the ERP Centre of Excellence Function and to assist in Call Management for these modules to resolve user queries.

To provide value add to the firm in terms of knowledge transfer, improved business processes and understanding of the HR roadmap and to ensure data integrity and that all functionality in the system is being used correctly and effectively within the firm.

Manage Third party vendor Service level agreements.

Key performance areas:

Client Service Excellence

• Management of all Calls both internally and externally & Problem Management
• Using Call logging system to capture and resolve all calls
• Escalation of calls to ERP Solution Manager
• Ensuring adherence to methodologies and standards for call logging
• Ensure calls are closed within SLA
• Call Analysis
• Third Party service provider management
• Incident/Problem Management
• Liaison with Local and Global Success factors
• Call resolution
• SLA Management and Dashboards for GIS Mngt
• Call Management and Resolution

Resolution of User queries

Configuration of SF Module functionality (Basic)

Providing technical and functional expertise across the firm

Troubleshooting user problems

Recommendation of solutions

Interacting with consultants of other modules

Taking calls or responding to emails

Providing Consultancy advice as to call resolution options

Perform root cause analysis

Training

• Management of all SF Training
• Responsible for up-to date Training Manuals
• Responsible for all E-Learning
• Conduct Classroom based training
• Conduct advanced training
• To ensure that business users are knowledgeable in SAP functionality
• Implement e-learning
• Develops Training Manuals for SF Module for advanced training
• Developing Frequently Asked Questions on the Portal
• Identifying Business users that require training
• Classroom based manuals
• Training Co-ordinator

Testing

• Manage Testing for Projects, Change requests
• Developing Test Plans/scripts and use the Automated Testing Tool.
• Conduct Unit testing
• Conduct regression testing with new releases
• Performing User Acceptance testing
• Liaising with AMS and Deloitte Business on issues and queries
• Resolving UAT queries
• Perform adhoc detailed testing – SF /windows upgrades and other technology or SF enhancement packs
• Manage testing of business users and meetings
• Sign off Test Results
• Conducting Integration testing with other Modules
• Working closely with testers to execute test scripts and obtain business buy-in
• Approving change to move to Production Environment
• Business process management

• Conducting and Facilitating Business requirement workshops with the Deloitte Business
• Documentation of the Business requirements Specification document
• Conducting Face to face interaction with the Deloitte Users
• Understanding of Deloitte Business processes (AS- IS) 
• Co-ordinating all Enhancements and Change requests to the SF HR System
• Reviewing existing processes or efficiencies
• Proactively propose changes to business processes (To-Be)
• Obtain user sign off for Blueprint documentation
• Producing Month End check lists
• Resolving all Month End issues identified

Application Configuration

• Management of all HR Reporting requirements
• Data Quality and Governance Facilitation

Conducting adhoc data quality audits on specific areas

Notification of issues to the HR BPO for rectification

Escalation of any non – compliance to Business Directors

Conducting Monthly checks on all aspects of data

Review of Error logs and recommendations

Notification of issues to the ERP Solution Manager

Influencing Business to change and adhere to guidelines

Producing audit reports on non-compliance with proposed recommendations to ERP Solution Forum

Implementation of Projects and Change requests

Advising the business on alternative solutions

Conducting Workshops

Obtaining quotes from third party service providers

Presenting options to Business Process Owners

Acting as a Subject Matter Expert

Acting as a Project Manager on the Request or smaller projects (operational level)

Implement Business Solutions

Coordinating change management process during the development phase.

Consulting and facilitating different groups (user groups, AMS Functional consultants and AMS development teams),

Application Development and Configuration

• Application Integration
• Change Management of New Releases and changes
• Present new ideas and Innovation to the business
• Google SF Help
• Attend Special Interest Groups
• Attend SF seminars and conferences
• Conduct research with other companies and market leaders
• Understand the SF Roadmap and new products
• Understand new functionality within SF Module
• Understand Business aspects in terms of new legislation, tax laws etc.
• Understands SF current and Future products and make recommendations to business
• Influencing business to change processes and adapt to best practise
• Developing Decision documents for Business Process Owners
• Management of HR/SF module Strategy and Architecture
• By compiling the ERP Strategy document for HR Functional area with a Tactical plan & Architecture
• Updating and maintaining the SF Solution Architecture for specific HR modules to show all Inputs and Outputs and other touch points
• Influencing outcomes of Month End Checks
• By understanding and documentation of all Batch jobs and technical integration points to other applications
• Documenting all Data Flows of Master data
• Management of all integration touch points and downstream applications (Deloitte Impact, PDI, eKPC, FIM)
• Management of all Payroll Integration
• Management of Licenses
• User Access Management

• Ensure User Access policy is adhered to  and access provided is aligned to policy

Minimum qualifications

• Diploma or Degree

Minimum experience

• At least five years IT/Functional experience and 3 years Functional SAP knowledge in SAP HR module or Success factors module

Desired experience

• At least 6 years IT/business experience, 4 years working knowledge on a SAP HR solution / Success Factors
• Configuration experience

Technical

• Project management
• External and internal stakeholder engagement
• Report writing skills
• Ability to develop solutions and multi-task
• Ability to interpret, communicate and implement solutions
• Experience in development and delivery of professional presentations
• Solid financial knowledge

Behavioural

• Exceptional communication skills, both written and verbal
• Strong interpersonal and relationship building skills
• Excellent mentorship and coaching ability with desire to develop self and others
• Strong emotional intelligence
• Strong client delivery focus
• Highly adaptable, managing change and ambiguity with ease
• Focus on quality and risk
• Excellent problem-solving ability
• Exceptional business acumen
• Strong interpersonal skills and comfortable working with senior executives
• Self-starter, able to operate independently with limited supervision

Technical Competencies

• Sound working knowledge of SuccessFactors Module
• Management of SF Authorisations
• Ability to document Functional Specification
• Ability to understand Technical Design Specifications
• Configuration knowledge for SF Employee Central Module.
• Integration understanding between ERP Cloud solutions
• Working knowledge of Deloitte implementation of SAP Cloud modules and test scripts.

Additional information

Skills and competencies:

• Builds relationships 
• Good people skills and the ability to work with a wide spectrum of people.
• Team player with the ability to motivate others.
• Ability to resolve conflicts and issues.
• Acting on client needs.
• Prepared to share knowledge.
• Manages Quality and Risk
•  
• Enforce governance procedures.
• Accurate and pays attention to detail.
• Communicates Clearly & Effectively
• Good communication skills.
• Good presentation skills.
• Good written and verbal skills in English.
• Manages and Executes Projects
•  
• Ability to meet deadlines.
• Ability to work under pressure.
• Ability to prioritize tasks.
• High energy levels.
• Good administration skills.
• Logical and analytical.
• Persistent in solving problems.
• Good Time management.
• Solves Problems
• Analytical approach to resolve issues.
• Accountable for action.
• Detailed analysis and reaches end goal.
• Sound Judgement and decision-making skills

Talent Standards - Support Staff Capabilities:

Living our Purpose:         Identifies and embraces our purpose and values and puts these into practice in their professional life

Influence:                 Builds relationships and communicates effectively in order to positively influence peers and other stakeholders

Performance drive:         Seeks opportunities to challenge self; teams with others across businesses and borders to deliver and takes accountability for own and team results

Strategic direction:         Understands objectives for clients and Deloitte, aligns own work to objectives and sets personal priorities

Talent development:       Develops self by actively seeking opportunities for growth, shares knowledge and experiences with others, and acts as a strong brand ambassador

Professional Capabilities

Knows the business and industry:          

Knows how member firm business works and keeps up-to-date on industry activities, marketplace trends and leading practices

Manages to results:      

Takes responsibility for assigned areas and contributes to the successful realization of common goals

Manages and executes projects:

Prepares and manages work plans to ensure efficient and timely completion of work

Solves problems:           

Identifies and solves problems objectively using analysis, experience and judgment

Manages quality and risk:                        

Understands and applies quality assurance and risk management procedures in all areas of work performed

Manages change and ambiguity:            

Is adaptive and flexible in the face of change and ambiguity

The list of tasks / duties and responsibilities contained in this document is not necessarily exhaustive.  Deloitte may ask the employee to carry out additional duties or responsibilities, which may fall reasonably within the ambit of the role profile, depending on operational requirements.

At Deloitte, we want everyone to feel they can be themselves and to thrive at work—in every country, in everything we do, every day. We aim to create a workplace where everyone is treated fairly and with respect, including reasonable accommodation for persons with disabilities. We seek to create and leverage our diverse workforce to build an inclusive environment across the African continent.