IT Application HR Support Lead

Overview

The IT Application HR Support Lead plays a pivotal role at ComfortDelGro's Singapore-based Global Center of Excellence, overseeing enterprise HR application support across the organization. This includes managing SAP SuccessFactors modules (Employee Central, Time Tracking, Learning, Performance, Compensation, Succession), SAP Concur, and SAP EC Payroll to ensure system stability, compliance, and harmonization across regions.

Key Responsibilities

• Supervise SAP SuccessFactors, Concur, and EC Payroll support operations, ensuring prompt resolution of system issues.
• Enforce ITSM-based processes covering incident, change, and release management.
• Act as primary escalation point for complex HR-related system challenges, coordinating with vendors and support partners.
• Manage software upgrades, patch applications, and release cycles for HR applications.
• Work closely with application support and project teams to validate and implement HR solutions.
• Mentor and develop analysts, fostering expertise within the Center of Excellence and ensuring cross-functional coverage.
• Oversee subject matter experts managing HR and payroll modules across all entities, maintaining process consistency and payroll accuracy aligned with global standards.
• Provide direct hands-on support, including configuration, testing, and troubleshooting, to ensure service continuity especially during resource constraints.

Operational Oversight

• Ensure daily HR application support aligns with agreed Service Level Agreements and Key Performance Indicators.
• Maintain high availability and system stability throughout critical HR and payroll processing cycles.
• Implement governance, compliance, and standardized practices across all HR systems globally.
• Coordinate upgrades and changes through local Centers of Excellence to minimize operational disruptions.
• Facilitate issue resolution across regions while disseminating HR best practices to local teams.
• Ensure effective support of HR and payroll modules consistent with policies, statutory standards, and reporting requirements.
• Step in as needed to deliver direct system support during critical periods or staff absences.

Change and Release Management

• Administer the entire lifecycle of HR system change requests, including evaluation, testing, deployment, and documentation.
• Lead release management activities, regression testing, and periodic upgrades across SuccessFactors, Concur, and EC Payroll.
• Guarantee alignment with compliance mandates and audit requirements.

Stakeholder Collaboration

• Engage with Group HR, Payroll, and business stakeholders to address requirements, system modifications, and issue resolution.
• Collaborate with regional CoE leaders (e.g., UK, Australia) to harmonize requirements and scheduling for upgrades and releases.
• Support regional adopters of global standards and provide escalation pathways for multi-entity HR issues.
• Liaise with vendors, system support providers, and infrastructure teams to ensure platform stability and troubleshoot issues.

Documentation and Knowledge Management

• Maintain comprehensive documentation on HR and payroll system configurations, workflows, and processes.
• Set and enforce documentation standards across all Centers of Excellence.
• Record and distribute lessons learned from incidents and upgrades to local teams.
• Curate a central repository of HR processes, templates, and compliance documents for global access.
• Participate in cross-regional initiatives aimed at knowledge sharing and process enhancement.

Vendor and Supplier Coordination

• Coordinate with SAP, Concur, managed service providers, and external vendors for efficient issue resolution and system improvements.
• Monitor vendor Service Level Agreements and address any performance or delivery concerns.

Team Leadership and Development

• Lead and mentor a team of HR systems analysts to build operational competencies.
• Prepare the team for upcoming projects, rollouts, and system enhancements.
• Promote a culture of collaboration and continuous improvement.

Qualifications

• At least seven years of experience working with SAP HR systems, especially in SuccessFactors, Payroll, and Concur environments.
• In-depth knowledge of SAP SuccessFactors modules including Employee Central, Time Management, Learning, Performance Management/Compensation, and Succession Planning, as well as EC Payroll and Concur.
• Proven experience managing integrations and support between HR, payroll, and financial systems.
• A relevant university degree such as Computer Science, Information Management, or equivalent.
• Certifications like ITIL, PMP, or SAP HR/SuccessFactors are advantageous.