Malaysia Job Openings
CBRE
SME, People Platform Support
Kuala Lumpur
FULL TIME
October 10, 2024
- CBRE KL BSO, Bangsar South
About 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 do
People System and Tools Support:
- Act as the 'super user' for the HR system, including Peoplesoft my HR System, EDM System, Service Now 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 my HR System, EDM System, Service NOW 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 Service Now, MS Dynamics, Siebel, Right Now, etc
- Experience with data governance and reporting tools (e.g. Power BI) 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.
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