Essential:

- Education: Tertiary degree in Information Technology, Business Information Systems, or a related field.
- Experience: 5-7 years of experience supporting and configuring enterprise people systems: SAP Success Factors.
- Platform Expertise: Hands-on configuration experience across SAP Success Factors (EC, ECP, Learning, PMGM, RCM/ONB, COMP/VP) with depth in at least one platform and the capability and appetite to upskill in the second.
- Integration & Data Knowledge: Practical experience supporting HR/payroll system integrations, data reconciliation, and understanding middleware concepts (e.g., SAP CPI).
- Business Process Alignment: Practical understanding of core people processes (hire-to-retire, rostering, timekeeping, payroll) and how they translate into system configuration.
- Stakeholder & Vendor Engagement: Demonstrated ability to collaborate with business stakeholders, translate requirements into functional designs, and specify and review work from external vendors or implementation partners.

Preferred:

- Industry Context: Retail or multi-site, award-covered workforce experience, including Australian industrial instrument and payroll compliance exposure.
- Technical Certifications: SAP Success Factors module certifications, or ITIL foundations certification.
- Support Discipline: Proven background in IT Service Management (ITSM), root cause analysis, incident triage, and service level management using tools like Service Now.
- Integration & Agile Exposure: Experience supporting HR and payroll middleware (such as SAP CPI), agile ways of working, and vendor release management cycles.
- The IT Associate Analyst provides day-to-day application support and configuration across the Officeworks people technology stack. The role underpins how team members are hired,



onboarded, trained, rostered, paid, and developed by supporting the core enterprise platforms (SAP Success Factors) and the integration points connecting them.
- Operating across Success Factors the role ensures continuous platform stability, rapid incident triage, and accurate operational workflows. By managing day-to-day vendor relationships and delivering business-aligned configuration changes, the role maintains data integrity across cross-system interfaces while building shared coverage across the technology team.

In this role you will:

- Application Support and Incident Management
- Act as the primary technical support contact for the People Team, Payroll, Workforce Planning, and store team members.
- Triage, investigate, and resolve incidents and service requests within agreed service level agreements using Service Now.
- Maintain operational stability across supported platform stacks, performing root cause analysis and driving resolution for technical issues.
- Escalate platform or integration issues to internal technology teams or external software vendors, driving ticket progression through to closure.

System Configuration and Release Management:

- Maintain SAP Success Factors configurations (where applicable), including MDF objects, business rules, workflows, wage types, work schedules, pay calendars, and module templates.




- Assess the operational impact of vendor update cycles, such as Success Factors half-yearly releases.
- Coordinate release testing, stakeholder communication, and post-upgrade adoption of relevant platform functionality.

Requirements, Design, and Testing:

- Analyse business requirements in partnership with People Team stakeholders and translate them into functional design specifications.
- Deliver application changes following established standard change and release management processes.
- Execute unit and regression testing across dependent platforms and support user acceptance testing activities with key business users.

Integration Support and Data Governance:

- Support and monitor data integrations between people systems and downstream applications.
- Monitor interfaces with third-party providers, such as external learning content platforms.
- Investigate and resolve data quality discrepancies and system reconciliation issues to maintain data accuracy and integrity.
- Administer role-based permissions and access controls to maintain compliance with data privacy policies and security standards.

Vendor Management and Knowledge Sharing:

- Manage day-to-day interactions with SAP and implementation partners, providing explicit technical specifications for external work.
- Log vendor tickets, monitor delivery timelines, and perform quality assurance reviews on vendor-delivered configuration.
- Produce and maintain configuration documentation, support runbooks, and knowledge articles to build shared support coverage.
- Build working knowledge of the secondary stack through structured cross-skilling, vendor training, and paired support work where primary depth sits in one platform.

📌 IT Associate Analyst - Success Factor (India)
🏢 Officeworks
📍 India