Role: Hypercare Support Specialist (Digital & Analytics Performance Management)
Location: Remote 100%
Duration: 9+ Months Contract
Role Summary
The Digital & Analytics Performance Management (PM) team is seeking an experienced professional to help establish sustainment support processes, including post go-live HyperCare, through transformation efforts from legacy performance management tools to SAP Success Factors.
The individual will help plan and prepare for transformation go-live and post-implementation sustainment and HyperCare activities. Responsibilities will include operational documentation, coordination with sustainment planning teams and helping design the future-state support model for the PM ecosystem.
The ideal candidate will bring strong operational process experience, excellent communication and documentation skills, attention to detail and the ability to work across multiple teams to ensure smooth transition, enablement, and ongoing operational support.
Key Responsibilities:
- Support & Sustainment Model and Processes
- Develop an understanding of existing performance management tools and operational processes
- Support planning and tracking of the transition from legacy tools to SAP Success Factors
- Help with development of process/system documentation and onboarding/training materials, including knowledge transition and operational readiness
- Assist in creating a future-state operational support model, including issue management, ticket intake processes and role-based permissions
- Help coordinate communications related to implementation, including updates to the Deloitte Call Center and relevant stakeholders
- Support the transition plan for decommissioning legacy PM tools
Project Coordination & Collaboration
- Schedule and coordinate follow-up meetings with stakeholders across Talent, Consulting Services and Technology teams
- Document meeting notes, track action items, and support progress on operational deliverables
- Collaborate with cross-functional teams to support successful implementation and operationalization of performance management systems
- Maintain organized documentation repositories (e.g., Teams sites, OneNote) to ensure easy access to materials for project stakeholders
Qualifications
- Bachelor’s degree required
- 5–7 years of experience supporting operational processes, preferably within Talent systems, HR technology, or enterprise platforms
- Experience supporting system implementations, operational transitions, or service enablement initiatives is strongly preferred
- Excellent documentation skills, preferably with experience writing SOPs, knowledge articles, user guides, and operational process documentation
- Strong organizational and coordination skills with the ability to manage multiple priorities in a dynamic environment
- Proficiency with Microsoft Office tools including PowerPoint, Excel, Word, OneNote, and Microsoft Teams
- Ability to work effectively in complex, client-focused, and team-based environments with minimal oversight
- Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future
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