Senior

Description Job details • Proposed designation Senior • Role type Team member • Reporting to Assistant Manager • Geo to be supported US • Work timings: US working hours • Work mode : Hybrid Roles & responsibilities As a SuccessFactors Performance & Goals Management (PMGM) SME / HR Technology Operations Analyst, you will provide functional expertise, operational support, reporting, business analysis, and continuous improvement support for the Client’s Performance Development (PD) processes and HR technology ecosystem. This business-facing, functional role partners with PD COE, HR Technology & Data, HR Service Centers, Digital Nexus (IT), and stakeholders to support goal setting, performance reviews, competencies, calibration-related activities, reporting, testing, issue resolution, documentation, and release readiness. The role performs end-to-end research across SuccessFactors PMGM, PeopleSoft HR, ServiceNow, reporting solutions, and related systems to identify root causes, validate data, coordinate resolution, maintain SuccessFactors reports, recommend improvements, and enhance the employee and manager experience. Service Delivery •Serve as functional SME for SuccessFactors PMGM, supporting goal plans, performance forms, competencies, ratings, route maps, workflows, permissions, templates, and related PD functionality. •Support recurring PD cycles including goal setting, mid-year reviews, year-end evaluations, calibration support, release readiness, UAT, defect validation, regression testing, and post-release support. •Translate business needs into requirements, user stories, process documentation, reporting requirements, test scenarios, operating procedures, training materials, decision logs, and knowledge articles. Roles & responsibilities HR Systems Research & Issue Investigation •Research issues across SuccessFactors PMGM, PeopleSoft HR, ServiceNow, reporting tools, dashboards, employee records, workflows, permissions, integrations, and related HR systems to determine root cause, impact, and corrective actions. •Use ServiceNow and case management data to analyze incidents, trends, recurring issues, business impacts, severity, impacted populations, and preventive solutions. •Document findings, root cause analyses, remediation recommendations, long-term corrective actions, and partner with technical, HR Operations, and business teams through resolution. Reporting & Analytics Support •Create, maintain, modify, troubleshoot, and analyze SuccessFactors reports, dashboards, extracts, and ad hoc reporting supporting PD operations, audits, leadership reporting, investigations, and decisions. •Validate and reconcile data across SuccessFactors, PeopleSoft, ServiceNow, dashboards, and downstream systems to ensure accuracy, identify impacted populations, validate changes, and improve report quality. •Support reporting for goal setting, reviews, competencies, ratings, calibration, workflow status, completion tracking, populations, audits, and management requests. Business Analysis, HR Service Center Partnership & Process Improvement •Analyze current and future-state PD and support processes, identify risks, inefficiencies, gaps, recurring inquiries, service pain points, and improvement opportunities. •Develop process maps, workflows, operating procedures, communications, escalation paths, knowledge content, training support, and change management materials. •Partner with HR Service Centers and stakeholders to recommend improvements that reduce support demand, improve service quality, enhance user experience, and reduce operational burden. Roles & responsibilities Operational Support & Governance •Develop and maintain operational trackers, issue logs, readiness reports, testing status reports, dashboards, action item trackers, and stakeholder communications. •Support compliance, governance, and audit activities associated with Performance Development processes. •Ensure stakeholders receive accurate, timely, and actionable information regarding operational activities, risks, issues, and process readiness. •Support annual and semi-annual planning, release management, and process governance activities. Stakeholder Management •Build productive relationships with the Performance Development COE, HR Technology & Data teams, Digital Nexus (IT), HR Operations, HR Service Centers, Reporting teams, and business stakeholders. •Serve as a trusted advisor to stakeholders on Performance Development processes, PMGM functionality, reporting capabilities, and support processes. •Act as a bridge between business and technical teams, ensuring business requirements are clearly understood and solutions are aligned with intended business outcomes. •Support stakeholder meetings, issue reviews, governance discussions, release readiness sessions, testing activities, and operational reviews. •Proactively identify and escalate risks, dependencies, and unresolved issues. •Cultivate strong relationships between KJESS and Client stakeholders through responsiveness, collaboration, accountability, and commitment to quality outcomes. Mandatory technical & functional skills •SuccessFactors PMGM Expertise: Demonstrates strong functional knowledge of SAP SuccessFactors Performance & Goals Management processes and capabilities. •SuccessFactors Reporting & Analytics: Creates, maintains, modifies, and analyzes SuccessFactors reports and dashboards that support operational activities, audits, leadership reporting, issue investigations, and business decision-making. •Cross-System Issue Investigation: Researches and analyzes issues across SuccessFactors, PeopleSoft, ServiceNow, reporting tools, and related HR systems to identify root causes and support resolution efforts. •Root Cause Analysis: Uses data, process knowledge, and analytical thinking to diagnose issues and recommend effective corrective actions. •Business Analysis: Translates business needs into actionable requirements, process documentation, reporting requirements, and operational solutions. •Data Validation & Reconciliation: Validates and reconciles data across multiple systems and reporting sources to ensure accuracy and integrity. •Process Improvement: Identifies opportunities to improve efficiency, reduce risk, and enhance user experiences through operational and process improvements. •Testing & Quality Assurance: Supports UAT planning, test execution, defect management, validation activities, and release readiness. •HR Operations Knowledge: Understands HR processes, employee lifecycle events, organizational structures, and how upstream HR transactions impact downstream Performance Development processes. •Service Management: Applies incident management, problem management, trend analysis, and continuous improvement principles to support operational excellence. Key leadership competencies •Communication: Delivers clear, concise, and professional communication tailored to operational, technical, and business audiences. •Customer Service: Demonstrates a strong commitment to supporting stakeholders and enhancing employee and manager experiences. •Collaboration & Teamwork: Builds strong, productive relationships across business, operational, and technical teams. •Stakeholder Management: Develops trusted relationships and effectively manages competing priorities and stakeholder expectations. •Ownership & Accountability: Takes responsibility for outcomes, follows through on commitments, and proactively resolves issues. •Attention to Detail: Produces high-quality work products while ensuring accuracy, consistency, and completeness. • Education qualifications •Bachelor’s degree in Human Resources, Business Administration, Information Systems, Technology, Analytics, or a related field. •Minimum of three (3) years of experience supporting HR technology, HRIS operations, business analysis, shared services operations, reporting, or enterprise applicatio