ROLE & RESPONSIBILITIES: Manage and resolve incident and service request tickets related to SAP SuccessFactors, ensuring adherence to service level agreements (SLAs). Interact with 1st and 3rd Level Support to troubleshoot issues. Ticket handling and dispatching within and across teams. Cluster incidents, create problem tickets and user stories. Manage general queries of colleagues and stakeholders in a timely and professional manner Create and update knowledge base articles. Identify opportunities to make Operations more efficient (e.g. RPA, AIR etc.) QUALIFICATIONS/EXPERIENCE: SAP SuccessFactors certification in any of the modules is a bonus. Minimum of 1 year of experience in SAP SuccessFactors support or operations.