Senior Employee Service Associate (EMEA)
IGT
Serbia, Belgrade
About the Company
Part of IGT's PlayDigital studio, our Belgrade team builds digital casino games and platforms used by operators worldwide, spanning game math, art, engineering, and production.
About the Role
Support the delivery of People & Culture shared services across EMEA for IGT, based in Belgrade. As a senior subject matter expert, you'll handle complex employee inquiries, act as an escalation point for the wider team, manage cases through ServiceNow and SuccessFactors, and help mentor colleagues while ensuring service quality across the region.
Vacancy Details
CityBelgrade
Working ModelHybrid
SeniorityMedior
Employment TypeFull Time
Role TypeIndividual contributor
Contract TypeEmployment Contract
Role DepartmentPeople & Talent
Responsibilities
- 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
Requirements
- 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
Tools & Technologies
Benefits
- 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
posted 1 month ago