SAP HCM Helpdesk Support Analyst

About the role

about the company. A reputable organization delivering critical enterprise resource planning and human capital management solutions within a dynamic, large-scale public sector environment. about the job. Join a dedicated support operations team to manage and resolve end-to-end user inquiries, maintain system documentation, and ensure high-tier service delivery across central human resource platforms. Incident Management: Ensure all user requests are accurately logged, categorized, tracked, and followed up comprehensively from initial contact through to resolution and closure. Knowledge Governance: Build, review, and maintain a robust knowledge repository consisting of updated FAQs, case studies, procedures, and system management workflows to enable rapid response times. User Support & Advisory: Attend to incoming user calls and emails; perform root-cause analysis using existing FAQs and system documentation to provide swift technical solutions. Reporting & Analytics: Generate helpdesk query analysis reports to identify system trends, categorizing frequent issues and proposing proactive structural improvements to minimize recurring incidents. Information Dissemination: Coordinate the broadcast of critical system announcements, including planned downtimes, user communications, software-provisioning guides, and new enhancement features. Audit & Compliance Support: Assist the authority with ad-hoc information extraction requests, tracking specific user incident histories to support internal and external audit requirements. skills and experience required. Educational Background: Possess at least a Diploma or Degree in Computer Science, Information Systems, Engineering, or a related technical discipline. Professional Experience: Minimum of 2 years of working experience within the Information Technology domain. Technical Domain: Strong foundational knowledge of IT systems, with prior experience supporting SAP HCM ERP platforms highly preferred. Industry Context: Previous experience supporting HR deployment projects within MINDEF / SAF or similar public sector frameworks is a distinct advantage. Core Competencies: Excellent verbal and written communication skills; a strong analytical mindset geared toward troubleshooting and problem-solving; proactive, independent, and collaborative in a team setting. Please click on the 'apply' button to apply online. For more information, please reach out to Vievien Nathan. (EA: 94C3609 / R1440037)

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