Patrick James M. Email & Phone Number

Taguig, National Capital Region, Philippines

NCR - National Capital Region, Philippines

• Handles support and maintenance for clients across the Successfactors platform
• Troubleshoot and find a resolution of assigned system defects
• Perform analysis and feasibility review of client change requests on live systems
• Provide knowledge base articles, training materials (DWIs) and train clients on utilizing the Successfactors system
• Perform Impact Analysis of Successfactors Release items, and Release Review presentations to client

• Acts as the main link for external and internal contacts
• Manages the BAU/day-to-day operations
• Follow up of job status to make sure that the SLAs are met and escalate when necessary
• Performs staffing projection complementing work volume growth and forecast and make necessary proposals to business unit
• Ensures that the estimation of the work is done accurately and that it is carried out within the stipulated deadlines
• Keeps track of the performance, provide information on the same and carry out Performance Assessments with each member of the team taking actions if necessary by reviewing daily workload of team members and generate.

• Point of Contact for major accounts. As a Single Point of Contact, responsibilities include:
• Handling mid-level to complex issues
• Manages Technical aspect of multiple accounts
• Conducts Root Cause Analysis (RCA) to high priority and recurring issues
• Responsible for the review of project documents and questionnaires
• Provides Risk and Impact analysis of new projects/ change request, and if needed, provide a better proposal for the project

• Responsibilities include:
• Support and maintain for a web-based SAP HR tool
• Solve Tickets and Incidents within SLA (Service Level Agreement)
• Provides expert, quick and logical solution to issues reported by clients
• Proposes work-around options to resolve issues relative to the client's business requirements
• Provide estimation and implement new projects/ change requests