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Overview
Join IGT as a Senior Employee Service Associate to support People & Culture shared services in the EMEA region, handling complex HR inquiries and driving service quality. IGT, where innovation meets entertainment on a global scale! From the casino floor to your mobile screen, we deliver thrilling, responsible, and unforgettable gaming experiences —powered by world‑class content, strong technical and commercial capabilities and nurtured by a culture of collaboration, accountability, and ownership. Whether it’s spinning reels, placing bets, or enabling secure payments, we turn innovation into impact through disciplined execution and long‑term value creation. With a team of over 6,000 employees across 30+ countries and products delivered in more than 100 jurisdictions worldwide, we operate at scale while staying closely connected to customers we serve. If you’re ready to bring your talent to a team shaping the future of entertainment, your next big move starts here.
What You'll Do
- •Handle complex and sensitive employee inquiries across the employee lifecycle.
- •Serve as a subject matter expert for HR processes, policies, and systems.
- •Act as an escalation point for Employee Service Associates and support resolution of complex cases.
- •Manage and resolve cases within ServiceNow while ensuring adherence to service standards.
- •Ensure compliance with SLAs, KPIs, and case quality expectations.
- •Process complex HR transactions within SuccessFactors, ensuring accuracy and compliance.
- •Monitor case trends and identify opportunities for process improvement and service enhancements.
- •Support development and maintenance of SOPs, knowledge articles, and process documentation.
- •Assist with onboarding, training, and mentoring of team members.
- •Partner with HR Business Partners, COEs, and stakeholders to ensure effective service delivery.
- •Utilize SuccessFactors, ServiceNow, and Microsoft 365 to support operational excellence.
- •Ensure activities are executed in accordance with applicable labor laws, company policies, and audit requirements.
What We Offer
- •Permanent employment contract and a competitive salary.
- •Private health insurance for you and your family.
- •Flexible working hours, including a hybrid work model, along with various initiatives that support wellbeing and work-life balance.
- •Opportunity to learn and continuously improve your skills through collaboration with e-learning platforms.
- •Clear career development path with well-defined growth opportunities.
- •A vibrant and stimulating work environment within Class-A office space.
What You Bring
- •3–5+ years of HR experience, preferably within shared services, HR operations, or employee services.
- •Experience handling complex employee inquiries and case management.
- •Hands-on experience with SuccessFactors and ServiceNow.
- •Experience working with service delivery metrics, including SLAs and KPIs.
- •Strong analytical, problem-solving, and communication skills.
- •Experience serving as a subject matter expert and mentoring team members.
- •Proficiency in Microsoft 365.
- •Experience supporting HR operations across multiple European countries.
- •Knowledge of GDPR and regional labor law considerations.
- •Familiarity with Works Councils and employee representative structures preferred.