Customer Service Specialist supporting contractors using the SafeContractor platform. Ensuring compliance and providing an exceptional customer experience in a hybrid work environment.
About the role
- HR System Support Specialist providing Level 2 support for Time & Attendance and SuccessFactors access management. Collaborating with HR, IT, and other partners in a hybrid work.environment.
Responsibilities
- Process and resolve user inquiries submitted through ServiceNow, ensuring timely, accurate, and service-oriented case handling
- Troubleshoot HR system-related issues and guide users through correct processes, providing clear and practical instructions
- Perform access provisioning activities, including creating, modifying, and removing user access and role-based permissions in line with governance and security guidelines
- Identify and escalate complex, high-risk, or system-owner-level cases to HR system owners, IT, or the HR System Support Manager, ensuring proper documentation and follow-up
- Maintain and update operational documentation, including work instructions, knowledge articles, and SOPs, ensuring alignment with global standards
- Collaborate closely with HR, Payroll, IT, and other People & Culture partners to resolve cross-functional issues
- Provide support and guidance to managers, employees, and P&C partners by resolving Level 1 and Level 2 inquiries or redirecting more complex cases when appropriate
- Contribute to continuous improvement by identifying recurring issues, reporting system or process gaps, and supporting solution design, testing, or implementation activities
- Ensure all activities are performed in compliance with data protection regulations, internal controls, and audit requirements
Requirements
- Fluent English communication skills
- Advanced knowledge of SAP SuccessFactors
- Intermediate experience with ServiceNow or similar ticketing tools
- 3+ years of experience in HR Operations, HRIS, Shared Services, or IT support, preferably in a large or multi-country organisation
- Experience in access provisioning and managing role-based permissions, ideally within SAP SuccessFactors
- Practical experience in case management using ticketing tools (preferably ServiceNow), including queue monitoring, documentation, and structured escalation
- Exposure to system troubleshooting, including identifying data inconsistencies, performing initial root-cause analysis, and cooperating with IT or system owners
- Experience creating or maintaining operational documentation such as work instructions, SOPs, and knowledge articles
- Proven ability to collaborate with HR, Payroll, line managers, and IT stakeholders
- Familiarity with data protection and access security guidelines, including GDPR principles
Benefits
- Hybrid working model
- Sports card
- Life insurance
- Inclusive, international working environment
- Opportunity to work with modern HR systems in a structured shared services setup
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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