SME, People Platform Support (System & Reporting) Job ID 188739 Posted 10-Oct-2024 Role type Full-time Areas of Interest People/Human Resources Location(s) Kuala Lumpur - Wilayah Persekutuan Kuala Lumpur - Malaysia **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. **What you will need** + Bachelor’s degree in human resources, Information Technology, or a related field, with up to 3 years of relevant experience. In lieu of a degree, a combination of experience and education will be considered. + In-depth knowledge of HR systems such as Peoplesoft myHR System, EDM System, ServiceNOW system, and Avature System or equivalent. + In-depth knowledge of Microsoft Office products. Examples include Word, Excel, Outlook, etc. + Experience with Case Management systems, such as ServiceNow, MS Dynamics, Siebel, RightNow, etc + Experience with data governance and reporting tools (e.g. PowerBI) is a plus. + Strong analytical and problem-solving skills. + Ability to work independently and collaboratively in a team environment. + Strong attention to detail and ability to handle multiple priorities. + Excellent communication and interpersonal skills. CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)