Key job accountabilities
Coordinate global and local teams on all solution excellence topics, including both core SF and non-SF EC modules: facilitating communication, collaboration, and knowledge sharing among teams to ensure alignment and consistency in solution delivery
- For One Profile:
- Act as the key contact point for incidents, demands, and requests, managing relations with HR Key Users and the global team, including HR Tech and external partners like Wipro: overseeing the resolution of issues, prioritizing and managing demands, and ensuring effective communication between stakeholder
- Support tool enhancement efforts, such as testing Global Template (GT) releases: collaborating with the HR Tech team and other stakeholders to validate new features, functionalities, and system updates before they are deployed into the zones to ensure a smooth user experience
- Support Key Users in qualifying and solutioning incident and demand tickets. This includes providing guidance, troubleshooting issues, and working closely with HR Key Users to ensure timely and effective resolution of tickets
- Monitor demands solutioning and close tickets: tracking the progress of demands, providing updates to stakeholders, and ensuring that tickets are closed once the solutions are implemented
- Monitor compliance with L’Oréal norms & local requirements of HR local template
- Analyze key performance indicators (KPIs) for the zone related to One Profile ticket management and build action plans based on the insights gained: identifying training needs to drive full adoption of the solutions, as well as capturing enhancement demands to continuously improve the functionality and usability of the tools