Senior Employee Service Associate EMEA

Responsibilities

• Handle complex and sensitive employee inquiries across the entire employee lifecycle
• Serve as a subject matter expert for HR processes, policies, and systems
• Act as an escalation point for Employee Service Associates to resolve complex cases
• Manage and resolve cases within ServiceNow while ensuring adherence to service standards
• Process complex HR transactions within SuccessFactors with high accuracy and compliance
• Monitor case trends to identify opportunities for process improvement and service enhancements
• Support the development of SOPs, knowledge articles, and process documentation
• Assist with the onboarding, training, and mentoring of team members
• Partner with HR Business Partners and COEs to ensure effective service delivery

Requirements

• 3–5+ years of HR experience, preferably in shared services or HR operations
• Hands-on experience with SuccessFactors and ServiceNow
• Proficiency in Microsoft 365
• Experience working with service delivery metrics, including SLAs and KPIs
• Knowledge of GDPR and regional EMEA labor law considerations
• Experience supporting HR operations across multiple European countries
• Strong analytical, problem-solving, and communication skills

Preferred Qualifications

• Familiarity with Works Councils and employee representative structures

Benefits

• Permanent employment contract and competitive salary
• Private health insurance for you and your family
• Flexible working hours and a hybrid work model
• Opportunities for continuous learning via e-learning platforms
• Clear career development paths and growth opportunities
• Vibrant work environment in Class-A office space

About the Company

IGT is a global leader in gaming and entertainment, delivering thrilling and responsible experiences from casino floors to mobile screens. With over 6,000 employees across 30+ countries, we combine world-class content with strong technical and commercial capabilities to shape the future of entertainment.