Applications Support Engineer

FACT

Years of experience Minimum 4 years relevant Workforce Software / Time & Attendance experience

Level Mid-level.

This role is responsible for the ongoing Application Management Support (AMS) of the Workforce Software (WFS) solution as part of the Sasol SAP AMS managed services model. The role operates within a unified AMS delivery team, supporting incidents, service requests, and change requests through a shared capacity model aligned to defined service levels.

The resource provides both functional and technical support across the WFS platform, ensuring system stability, timely resolution of issues, and continuous improvement of workforce management processes.

Compulsory Softskills "- Strong analytical and problem-solving capability

- Effective stakeholder communication and user engagement

- Ability to operate within SLA-driven environments

- Proactive mindset with focus on continuous improvement

- Strong prioritisation and time management skills

- Ability to work within a shared AMS delivery model / pooled capacity

- Team collaboration across technical, functional, and business teams"

Compulsory Hardskills "- Workforce Software (WFS / ADP) functional and/or technical expertise

- Workforce scheduling and time & attendance processes

- Incident, Service Request, and Change Request handling (ITIL aligned)

- Strong troubleshooting and root cause analysis capability

- WFS configuration, reporting, and/or scripting experience

- Experience in AMS delivery environments (SAP AMS preferable)

- Testing (functional & integration) and release support

- Understanding of integrations and interfaces between WFS and SAP systems"

- Incident & Service Request Management: Analyse, troubleshoot, and resolve WFS incidents and service requests within SLA timelines; support business users on workforce scheduling, time, and attendance queries

- Change Requests & Enhancements: Support configuration changes and enhancements within defined thresholds, including impact analysis, effort estimation, and testing

- Functional & Technical Support: Provide support across core WFS capabilities including workforce scheduling, time and attendance, reporting, and configuration/scripting

System Monitoring & Stability: Monitor system performance, integrations, and interfaces; identify recurring issues and improvement opportunities

- Testing & Release Support: Perform functional and integration testing and support release and deployment activities

Stakeholder & Vendor Coordination: Engage with third-party vendors (e.g., ADP/WFS) and collaborate with SAP AMS teams and business stakeholders

- Continuous Improvement & Knowledge Management: Contribute to documentation, automation initiatives, and ongoing knowledge transfer activities

- Delivery of support services within agreed SLAs

- Maintaining system stability and minimizing business disruption

- Supporting workforce scheduling operations effectively

- Compliance with Sasol AMS governance and processes

- Driving continuous improvement and automation of support activities"

a detailed JD enables the CX team to efficiently source

a candidate with the correct skillset. The detail is

included in the candidate contract as the deliverables