Service Support Analyst – Learning
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Client:
AXA Group
Location:
Lisbon, Portugal
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
9044646d3bda
Job Views:
7
Posted:
23. 06. 2025
Expiry Date:
07. 08. 2025
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Job Description:
Are you a dedicated Business Analyst with a passion for HR technology and a talent for service support? Join our team to play a critical role during the implementation phase and
- Go-live support of our transformative HRIS project. If you're ready to be the driving force behind system excellence, this role is tailored for you.
About AXA
As a
- leading insurance company, we act for human progress by protecting what matters. With 153, 000 employees in 54 countries working for 105 million customers, we’ve created a truly dynamic and vibrant community. Inclusion and diversity link closely with our values, and together we’re nurturing a culture of respect, for each other, for our customers and the communities around us. Join AXA and you’ll feel like you belong, are included and can thrive. You’ll be able to shape the way you work and truly grow your potential as you seek out new opportunities, push boundaries and benefit people in critical moments of their lives. This is your chance to build the tomorrow you want. Know you can.
About the entity
AXA is becoming a sustainable
- led company and at AXA Group Operations we are one of the major catalysts for this transformation.
We set the tone by triggering and empowering the evolution of our insurance business model through technology and innovation, driving its concrete implementation globally at speed, with a high quality of advisory and execution.
We are present across 17 countries with committed, highly qualified teams. We leverage technology, data, sourcing, security and investment allocation in a global way, but also achieve economies of scale and synergies when necessary.
At AXA Group Operations, we want to be recognized in three fields of action:
-State-of-the-art Data Technology to drive customer experience
-State-of-the-art Procurement & Sourcing to drive efficiency and better manage risks
-High-Performing Global Team for stronger partnerships with AXA.
The department / team
You will join the Corporate Functions Global Products department. In its “IT for Business” duty, our department designs, delivers and operates end user global applications in the domain of Corporate & Support Functions organized in 24 products within 6 lines of products (Finance, Investment, Procurement, Risk Management, HR/Communication, Compliance), most of them sponsored by Group Corporate departments.
Our department relies on a high performing team of ~200 experts (mainly located in France and Portugal also with offshored managed services), committed and motivated, creating and protecting value at Group & Entity level.
Our main mission is to be the preferred partner of AXA Business families in Corporate Functions while ensuring excellence and consistency across our products in:
-Implementing, operating and managing Group and/or Global Solutions
-Delivering advisory services in answer to Business requirements and stakes
-Leveraging a market leader
- shored delivery model
-Continuously integrating customer centricity, efficiency, innovation & technology in our operating model
Job purpose
As a Business Analyst and Service Support Analyst, you will hold a pivotal position in our Group HRIS program, Your role encompasses taking responsibility for Level 1, Level 2, and Level 3 support for our entities. Reporting to the Product Owner, you will take on diverse responsibilities.
Main missions
Post Go-Live responsibilities:
- Ticket Management for HR Solutions BAU based on the catalog of services.
- Development and maintenance of requests. Each development request will go through the required quality process, and all related documents will be placed on the shared portal.
- Weekly meetings with our internal and external stakeholders to update them on progress.
- L1-Support will include the following tasks:
- Ticket Management for Entities BAU Projects, Internal BAU Project only.
- AXA GO Co-ordination on Production Instance through cornerstone tool.
- Cornerstone support Co-ordination on Production Instances through Cornerstone ticketing tool.
- Weekly & Monthly Dashboards of BAU Reporting (Weekly Dashboard & Monthly Steering committee report only)
- Attend Weekly & Monthly Steering committee meetings of BAU (Backlog, Extended Services, etc. )
- Security review of User access (twice a year only, managed by ticket raised by Security Manager)
- L2-Support will include the following tasks:
- Incident Management: analyze, solve (debug and/or data patch). Provide the solution as per entities request.
- Referential Management: analyze, configure
- up and transversal data. Provide the solution, as per Entity's Request. Any mass changes (for , many department realignments, Absence setup changes) will be treated as "Change Request".
- Change request/Enhancement Request: Assign to NSR Team.
- Grants and Role Management: Manage User Access, perform security review.
- Information Request: Analyze and Provide required information. Provide a solution, Guide entities to perform actions by themselves. (Cost estimation out of scope).
- Problem Management: provide primary analysis. Submit to AXA GO Problem Management
- L3-Support will include the following tasks:
- Analysis and correction or workaround, when possible, on complex issues that cannotbe resolved by Level 1 and 2
- Support to Level 1 and 2 teams to manage complex issues or requests from entities
- Create a process to avoid problems when incidents are recurrent. Send the process to
Level 1 and 2 teams after validation
- On top of the tickets raised by entities, the activity will mainly consist of producing patches and improvements identified during the campaign assessment and performing evolutionary maintenance (analysis of new releases, activation of new features, etc. )
- Creation of Service Requests (SR) or Case on the Cornerstone support when the problem is an "editor" bug
- Production the evolution of the activity and the update backlog
- Produce indicators and dashboard for monitoring tickets created and processed during the monthly BAU review
Are you a dedicated Business Analyst with a passion for HR technology and a talent for service support? Join our team to play a critical role during the implementation phase and
- Go-live support of our transformative HRIS project. If you're ready to be the driving force behind system excellence, this role is tailored for you.
About AXA
As a
- leading insurance company, we act for human progress by protecting what matters. With 153, 000 employees in 54 countries working for 105 million customers, we’ve created a truly dynamic and vibrant community. Inclusion and diversity link closely with our values, and together we’re nurturing a culture of respect, for each other, for our customers and the communities around us. Join AXA and you’ll feel like you belong, are included and can thrive. You’ll be able to shape the way you work and truly grow your potential as you seek out new opportunities, push boundaries and benefit people in critical moments of their lives. This is your chance to build the tomorrow you want. Know you can.
About the entity
AXA is becoming a sustainable
- led company and at AXA Group Operations we are one of the major catalysts for this transformation.
We set the tone by triggering and empowering the evolution of our insurance business model through technology and innovation, driving its concrete implementation globally at speed, with a high quality of advisory and execution.
We are present across 17 countries with committed, highly qualified teams. We leverage technology, data, sourcing, security and investment allocation in a global way, but also achieve economies of scale and synergies when necessary.
At AXA Group Operations, we want to be recognized in three fields of action:
-State-of-the-art Data Technology to drive customer experience
-State-of-the-art Procurement & Sourcing to drive efficiency and better manage risks
-High-Performing Global Team for stronger partnerships with AXA.
The department / team
You will join the Corporate Functions Global Products department. In its “IT for Business” duty, our department designs, delivers and operates end user global applications in the domain of Corporate & Support Functions organized in 24 products within 6 lines of products (Finance, Investment, Procurement, Risk Management, HR/Communication, Compliance), most of them sponsored by Group Corporate departments.
Our department relies on a high performing team of ~200 experts (mainly located in France and Portugal also with offshored managed services), committed and motivated, creating and protecting value at Group & Entity level.
Our main mission is to be the preferred partner of AXA Business families in Corporate Functions while ensuring excellence and consistency across our products in:
-Implementing, operating and managing Group and/or Global Solutions
-Delivering advisory services in answer to Business requirements and stakes
-Leveraging a market leader
- shored delivery model
-Continuously integrating customer centricity, efficiency, innovation & technology in our operating model
Job purpose
As a Business Analyst and Service Support Analyst, you will hold a pivotal position in our Group HRIS program, Your role encompasses taking responsibility for Level 1, Level 2, and Level 3 support for our entities. Reporting to the Product Owner, you will take on diverse responsibilities.
Main missions
Post Go-Live responsibilities:
- Ticket Management for Entities BAU Projects, Internal BAU Project only.
- AXA GO Co-ordination on Production Instance through cornerstone tool.
- Cornerstone support Co-ordination on Production Instances through Cornerstone ticketing tool.
- Weekly & Monthly Dashboards of BAU Reporting (Weekly Dashboard & Monthly Steering committee report only)
- Attend Weekly & Monthly Steering committee meetings of BAU (Backlog, Extended Services, etc. )
- Security review of User access (twice a year only, managed by ticket raised by Security Manager)
- Incident Management: analyze, solve (debug and/or data patch). Provide the solution as per entities request.
- Referential Management: analyze, configure
- up and transversal data. Provide the solution, as per Entity's Request. Any mass changes (for , many department realignments, Absence setup changes) will be treated as "Change Request".
- Change request/Enhancement Request: Assign to NSR Team.
- Grants and Role Management: Manage User Access, perform security review.
- Information Request: Analyze and Provide required information. Provide a solution, Guide entities to perform actions by themselves. (Cost estimation out of scope).
- Problem Management: provide primary analysis. Submit to AXA GO Problem Management
- Analysis and correction or workaround, when possible, on complex issues that cannotbe resolved by Level 1 and 2
- Support to Level 1 and 2 teams to manage complex issues or requests from entities
- Create a process to avoid problems when incidents are recurrent. Send the process to
Level 1 and 2 teams after validation
- On top of the tickets raised by entities, the activity will mainly consist of producing patches and improvements identified during the campaign assessment and performing evolutionary maintenance (analysis of new releases, activation of new features, etc. )
- Creation of Service Requests (SR) or Case on the Cornerstone support when the problem is an "editor" bug
- Production the evolution of the activity and the update backlog
- Produce indicators and dashboard for monitoring tickets created and processed during the monthly BAU review
Your Profile
We are looking for someone with the following experience and skills:
Technical skills
Point, and Word.
Soft skills / transversal skills
In addition to technical expertise, we are looking for a Solution Expert who exhibits the following soft skills and qualities:
- solving abilities: The capacity to analyze complex issues and identify effective solutions.
- functional teams and fostering strong relationships.
About AXA
As a
- leading insurance company, we act for human progress by protecting what matters. With 153, 000 employees in 54 countries working with 105 million customers, we’ve created a truly dynamic and vibrant community. Inclusion and diversity link closely with our values, and together we’re nurturing a culture of
respect, for each other, for our customers and the communities around us. Join AXA and you’ll feel like you belong, are included and can thrive. You’ll be able to shape the way you work and truly grow your potential as you seek out new opportunities, push boundaries and benefit people in critical moments of their lives. This is your chance to build the tomorrow you want. Know you can.
About the Entity
AXA is becoming a sustainable
- led company and at AXA Group Operations we are one of the major catalysts
- Informações detalhadas sobre a oferta de emprego
Empresa: AXA Group Localização: Lisboa
Lisboa, Lisboa, PortugalPublicado: 9. 7. 2025
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