SME, People Platform Support

at  CBRE

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.