SME, People Platform Support

Job ID

174929

Posted

09-Jul-2024

Service line

Corporate Segment

Role type

Full-time

Areas of Interest

Digital & Technology/Information Technology, People/Human Resources

Location(s)

Kuala Lumpur - Wilayah Persekutuan Kuala Lumpur - Malaysia

Location:

• 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 myHR System, EDM System, ServiceNow 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 myHR System, EDM System, ServiceNOW 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 ServiceNow, MS Dynamics, Siebel, RightNow, etc

• Experience with data governance and reporting tools (e.g. PowerBI) 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.

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)