SuccessFactors Support - Level 1

Effective People is a premium SAP SuccessFactors services company with a team of around 250 extremely skilled colleagues focusing on SAP SuccessFactors and related technologies. We have worked in the area for more than 17 years and have more than a thousand end to end engagements behind us. We are currently supporting more than 75 enterprise clients across all geographies in all SuccessFactors modules. We are a trusted by SAP and organizations of all sizes across all industries

SuccessFactors Support – Level 1


Level 1 Support Consultants are to be considered as first point of contact for incidents that are reported. Level 1 Support Consultants will work in the support team to receive, categorise, understand and provide resolution steps for reported incidents via Zendesk and other incoming support channels. The consultant has a fundamental understanding of the customer HR IT landscape and can quickly assess if a question is IT related or process related. They will interact with the end user (customer) and dispatch incidents and works together with Level 2 when needed for additional specialist expertise.




The key responsibilities and duties of this role are as follows:

  • Participate in incident and problem solving requested from end users (customers)
  • Conduct Initial diagnosis to solve incidents, perform functional validation that the issue is relevant and either IT related or process related
  • Cater to Service Requests to make mass data updates and authorization requests subject to approval processes
  • Evaluate if all information that is required for Level 2/3 is available before dispatching
  • Work with unassigned cases in Zendesk, reassign, dispatch and comment as required
  • Provide “how to” guides to customer when the incident has a known resolution (searching the knowledgebase and FAQ for possible solutions)
  • Solve simple locked workflow issues in Employee Central
  • Explain to end users the main data flows in the HR IT system landscape (eg. Where is data mastered, to where is it sent and on what frequency)
  • Perform regression testing on solved incidents by Level 2 and Level 3 support
  • Support the half yearly release process via functional evaluation and regression testing
  • Update FAQ and knowledge articles as needed




The qualifications for the role are listed below.

  • Fundamental understanding of the Hire to Retire process preferably in SAP SuccessFactors
  • SuccessFactors Accreditation (SFX) for Employee Central, Onboarding and Recruiting Management – can be acquired during initial training
  • Experienced with incident management tools such as Atlassian Jira and Confluence or similar
  • Comfortable expert user in common office tools and technologies such as WebEx, Jira, Confluence, Teams, SharePoint, Outlook, Word and Excel
  • Passionate about delivering a great customer experience in service delivery
  • Able to perform in a geographically dispersed international team
  • Fluent in English; additional language is an advantage


About Effective People

At Effective People, our purpose is people. As a leading global provider of SAP SuccessFactors, HR advisory, and workforce management solutions, Effective People helps organizations across all territories and industries to drive better business outcomes, improve HR effectiveness, streamline payroll processes, and create great employee experiences. We’ve completed more than 1,000 SAP SuccessFactors projects in more than 100 countries worldwide throughout the past 18+ years. Our 250 consultants cover all major industries and provide continued operational support and maintenance for more than 125 companies.  We’re in the SAP Hall of Fame and have been awarded Expert status in SAP’s Competency Framework. Together with our customers, we’ve won 13 SAP Quality Awards, and received the Partner Excellence Award in 2020 and 2021. To learn more, visit

Published:  20 Jun 2024

India, IN Portugal, PT Romania, RO Spain, ES Poland, PL

Job Category:  Consulting Services
Job Experience Level:  Junior level
Onsite or Remote:  Remote Position