Senior Employee Service Associate

Overview

IGT is seeking a Senior Employee Service Associate to support the delivery of People & Culture (P&C) shared services across the Americas 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. 

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 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 U.S. HR operations, including benefits and leave processes. 
• Exposure to Latin America HR operations and employment practices preferred. 

Key Competencies

• Advanced problem-solving 
• Customer focus and service excellence 
• Attention to detail 
• Communication and stakeholder partnership 
• Ability to manage sensitive and confidential matters 
• Continuous improvement mindset 
• Operational excellence 

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