Senior Employee Service Associate EMEA

About the role

IGT is looking for a Senior Employee Service Associate to lead the delivery of People & Culture shared services across the EMEA region. You will act as a subject‑matter expert on HR processes, handling complex employee inquiries and ensuring a consistent, high‑quality employee experience.

Key responsibilities

• Manage and resolve complex, sensitive employee cases throughout the employee lifecycle.
• Serve as escalation point for Employee Service Associates and support case resolution in ServiceNow.
• Process intricate HR transactions in SuccessFactors with accuracy and compliance.
• Monitor case trends, identify improvement opportunities, and maintain SOPs and knowledge articles.
• Partner with HR Business Partners, COEs, and regional stakeholders to ensure effective service delivery.
• Ensure activities comply with labor laws, company policies, and audit requirements.

Required profile

• 3–5+ years of HR experience, preferably in shared services or HR operations.
• Proven ability to handle complex employee inquiries and case management.
• Experience working with service delivery metrics such as SLAs and KPIs.
• Strong analytical, problem‑solving and communication skills.
• Experience supporting HR operations across multiple European countries and knowledge of GDPR.

Required skills

• SuccessFactors
• ServiceNow
• Microsoft 365