Senior Employee Service Associate EMEA
IGT is seeking a Senior Employee Service Associate to support the delivery of People & Culture (P&C) shared services across the EMEA region. This P4-level role serves as a subject matter expert for HR processes, handles complex employee inquiries and transactions, and acts as an escalation point for sensitive or high-impact cases. The role plays a critical part in driving service quality, mentoring team members, supporting continuous improvement, and ensuring a consistent employee experience across the region.
- 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.
- 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.
- 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.
International Game Technology (IGT) is a global gaming company best known for designing and manufacturing slot machines, casino systems and digital gaming content. Founded in 1975 and long headquartered in Las Vegas, with major operations in Rome and Providence, it has been one of the largest gaming-machine and lottery suppliers in the world. In 2025 the group's lottery business was renamed Brightstar Lottery, while IGT's gaming and digital division was acquired by Apollo Global Management and combined with Everi, continuing to trade under the IGT brand. The company supplies land-based and online casino games to operators across the globe.
