Paradox Consultant (L2 & L3 Support)
Location
[Remote/Hybrid]
Experience
3–8 Years
Job Summary
We are seeking an experienced Paradox Consultant to provide L2 and L3 application support for a customer environment where Paradox is integrated with SAP SuccessFactors (SAP SF). The consultant will be responsible for incident management, troubleshooting, root cause analysis, system configuration, integration support, and continuous improvement of the recruitment technology ecosystem.
The ideal candidate should have strong expertise in Paradox conversational recruiting solutions, SAP SuccessFactors integrations, and production support processes.
Key Responsibilities
Application Support (L2 & L3)
- Provide L2 and L3 support for Paradox platform incidents, service requests, and enhancement requests.
- Monitor and manage ticket queues, ensuring adherence to SLA commitments.
- Troubleshoot complex production issues and provide timely resolutions.
- Perform root cause analysis (RCA) for recurring incidents and implement preventive measures.
- Coordinate with business users, HR teams, IT teams, and Paradox support for issue resolution.
- Support application upgrades, patches, and release deployments.
Integration Support
- Manage and support integrations between Paradox and SAP SuccessFactors.
- Troubleshoot data flow issues, API failures, synchronization errors, and interface exceptions.
- Validate candidate, requisition, interview scheduling, and hiring workflow integrations.
- Work closely with SAP SuccessFactors teams to resolve cross-functional integration issues.
- Monitor integration health and proactively address potential failures. [1]
Configuration & Enhancements
- Configure and maintain Paradox workflows, chatbot interactions, scheduling configurations, and recruiting processes.
- Support business-driven configuration changes and enhancements.
- Conduct impact assessments and testing for system modifications.
- Prepare functional and technical documentation for changes and support activities. [1]
Stakeholder Management
- Engage with business stakeholders to understand issues and requirements.
- Provide regular status updates on incidents, service requests, and enhancement activities.
- Participate in governance meetings, support reviews, and operational discussions.
Quality & Compliance
- Maintain support documentation, knowledge articles, and standard operating procedures.
- Ensure compliance with organizational change management and security standards.
- Participate in UAT, regression testing, and post-deployment validation activities.
Required Skills & Qualifications
Technical Skills
- Strong hands-on experience with Paradox Conversational AI / Olivia Platform.
- Experience supporting SAP SuccessFactors Recruiting and Recruiting Marketing modules.
- Knowledge of Paradox-SAP SuccessFactors integration architecture.
- Understanding of APIs, web services, integration troubleshooting, and data synchronization.
- Experience with ticketing tools such as ServiceNow, Jira, or similar platforms.
- Knowledge of incident, problem, and change management processes. [1]
Functional Skills
- Understanding of recruitment lifecycle and talent acquisition processes.
- Experience handling production support environments.
- Strong analytical and problem-solving skills.
- Ability to perform detailed root cause analysis and provide long-term solutions. [1, 2]
Soft Skills
- Excellent verbal and written communication skills.
- Strong stakeholder management and customer-facing experience.
- Ability to work independently and manage multiple priorities.
- Strong documentation and reporting skills. [1, 2]
Preferred Qualifications
- Experience with SAP SuccessFactors Recruiting implementations or support projects.
- Exposure to HR technology ecosystems and recruiting platforms.
- Knowledge of integration middleware platforms.
- ITIL Foundation Certification.
- Experience working in global support models and SLA-driven environments.
Roles & Responsibilities Summary
- L2/L3 support for Paradox platform.
- Troubleshoot Paradox–SAP SuccessFactors integrations.
- Incident, problem, and change management.
- Root cause analysis and resolution.
- Configuration and enhancement support.
- Stakeholder communication and SLA adherence.
- Production monitoring and continuous improvement initiatives.
Metadata Details
- Experience Required: 3–8 Years
- Support Model: Production Support / Managed Services
- Primary Technology: Paradox, SAP SuccessFactors Recruiting, SAP SuccessFactors Recruiting Marketing, API Integrations, ServiceNow/Jira.
