Senior Employee Service Associate

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
• Proven expertise in case management and handling complex employee inquiries
• Experience working with service delivery metrics, including SLAs and KPIs
• Proficiency in Microsoft 365
• Knowledge of U.S. HR operations, including benefits and leave processes
• Strong analytical, problem-solving, and communication skills

Preferred Qualifications

• Exposure to Latin America HR operations and employment practices

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.