Operational Support Specialist

Job Title: Operational Support Specialist

Responsibilities:

• We are seeking an experienced professional to provide day-to-day support for our recruitment functionalities, including job requisitions, candidate tracking, interview scheduling, offer approvals, and hiring workflows.
• Troubleshoot and resolve user issues related to recruitment processes and access permissions in a timely manner.
• Support configuration changes such as recruiting templates, interview guides, candidate statuses, and workflow approvals to ensure smooth operations.
• Maintain integrations with external job boards and other SuccessFactors modules to ensure data consistency and accuracy.
• Generate and analyze recruitment reports to assist HR and management in talent acquisition strategies and decision-making.
• Assist with recruitment cycle setup for different regions/business units ensuring compliance with organizational policies and procedures.

LMS Support

• Manage LMS user issues including course enrollments, assignment completions, content delivery, and certification tracking in a proactive manner.
• Troubleshoot LMS content errors, enrollment failures, and learner access problems efficiently.
• Configure learning paths, catalogs, compliance courses, and user roles to optimize training delivery and effectiveness.
• Specialized Plateau Reporting:
• Generate, customize, and distribute Plateau reports detailing learner progress, course completion, certification status, compliance metrics, and training ROI to stakeholders.
• Diagnose and resolve data discrepancies or inaccuracies in Plateau reports promptly.
• Schedule automated report distributions and monitor successful delivery to stakeholders.
• Collaborate with data and technical teams to address integration issues affecting reporting and analytics.
• Develop user guides and conduct training sessions focused on LMS functionalities and Plateau report usage to enhance user experience.
• Participate in LMS upgrades, testing, and validation of reporting features to ensure seamless integration.

Performance & Goals Management (PMGM) Support

• Support the entire performance management lifecycle including goal setting, mid-year and year-end reviews, calibrations, and appraisal workflows.
• Troubleshoot performance form access, submission issues, and workflow bottlenecks to minimize delays.
• Assist in configuring review templates, goal categories, rating scales, and approval matrices in coordination with HR to ensure alignment.
• Provide analytical support through performance reports and dashboards to monitor appraisal progress and outcomes.
• Guide end-users (managers, employees, HR partners) on system usage and best practices for performance management to enhance productivity.

Succession Planning Support

• Support talent review and succession planning processes by maintaining talent pools, readiness ratings, and development plans.
• Troubleshoot succession planning workflows and access rights, ensuring data confidentiality and role-appropriate visibility to stakeholders.
• Collaborate with Performance and Career Development modules to align talent data for holistic workforce planning and strategy.
• Generate reports and analytics to identify talent gaps, bench strength, and succession readiness to inform business decisions.
• Support configuration of talent segments, potential ratings, and succession planning frameworks to ensure effective talent management.

Career Development Support

• Assist in managing career development plans, competency frameworks, mentoring programs, and career path simulations to enhance employee growth.
• Troubleshoot issues related to development goal setting, progression tracking, and employee self-service tools to minimize downtime.
• Support competency library updates and alignment with organizational development goals to ensure relevance.
• Provide user support and training to employees and managers on career development tools and resources to improve user experience.
• Generate reports on career planning activities and employee development progress to inform business decisions.

General Support and Collaboration

• Handle and prioritize support tickets via ITSM or helpdesk tools, ensuring timely resolution within agreed SLAs to maintain high customer satisfaction.
• Liaise with HR, IT, and SAP support teams for issue escalation and coordination to ensure seamless resolution.
• Maintain and update documentation, knowledge bases, and FAQs to enhance support effectiveness and efficiency.
• Participate in system testing for patches, upgrades, and new module rollouts to ensure smooth operations.
• Conduct regular system health checks and user access audits to maintain compliance and performance.

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