AMS Level 1 Support (Associate Consultant)
Warszawa, PL, 00-841
To act as Single Point of Contact (SPOC) for every incident that is reported within the area of SuccessFactors. The Associate Consultant will work in the supporting team and will receive, categorise, understand, and provide resolution steps for reported incidents via Jira and other incoming support channels
Location: Poland
Language: English
Main purpose for the position:
The specialist has a fundamental understanding of the customer HR IT landscape and can quickly assess if a question is IT related or process related. The specialist will interact with the end user (customer) and dispatches incidents and work together with Level 2 when needed for additional specialist expertise. The specialist to understand ISS’s ways of working and solution within SuccessFactors.
Your key responsibilities will be:
- Participate in incident and problem solving requested from end users (customers)
- Conduct Initial diagnose to solve incidents, perform functional validation that the issue is relevant and either IT related or process related
- Evaluate if all information that is required for Level 2 is available before dispatching
- Work with unassigned cases in Jira, reassign, dispatch and comment as required
- Provide “how to” guides to customer when the incident has a known resolution
- Solve simple locked workflow issues in Employee Central
- Explain to end users the main data flows in the HR IT system landscape
- Perform regression testing on solved incidents by Level 2 and Level 3 support
- Update FAQ, knowledge articles and workbooks as needed
Professional Qualifications:
- Fundamental understanding of the Hire to Retire process in SAP SuccessFactors and in ISS
- Advanced skills in CSS, UI Design Principals
- Intermediate skills in HTML, jQuery/Javascript
- Ability to work with Adobe Creative Suite (Photoshop, Illustrator, After Effects)
- SuccessFactors Accreditation (SFX) for Employee Central, Onboarding and Recruiting Management
- Experienced with incident management tools such as Atlassian Jira and Confluence
- Comfortable expert user in common office tools and technologies such as WebEx, Jira, Confluence, Teams, SharePoint, Outlook, Word, and Excel
Personal Qualifications:
- Passionate about delivering a great customer experience in service delivery
- Able to perform in a geographically dispersed international team
- Fluent in English
- Able to deliver high degree of customer satisfaction
- Focus on establishing great working relations with the other members of the team
- Able to solve incident in a timely manner
The Recruitment Process
| 1. Job search | 2. Application | 3. Screening | 4. Interview(s) | 5. Job offer |
| Browse the ISS Career Site and find your next job | Click "Apply now" and follow the steps to complete your application | Our Recruiting team reviews your application | We get to know you better and answer any questions you may have | Congratulations! We are excited to offer you a job and look forward to onboarding you soon |
The Recruitment Process
Why ISS
Since our founding in 1901, ISS has been a people-first company. We recognise the power of diversity, inclusion and belonging and celebrate the differences that make us unique. When everyone is free to be themselves, everyone benefits.
Our people feel safe, respected, represented, and supported as their authentic selves, allowing them to seize opportunities and reach their full potential. We take seriously our obligation to improve lives, make a difference in our communities, and protect our planet - because when we get things right, the world works better. And that is what drives us.
ISS is a Place to Be You.
Be who you are. Become what you want. Be part of something bigger.
