Service Support Analyst – Performance Management Lisboa

Service Support Analyst – Performance Management
Lisboa
Lisboa, Lisboa, Portugal

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Service Support Analyst – Performance Management, Lisbon

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Client:

AXA Group

Location:

Lisbon, Portugal

Job Category:

Other

-

EU work permit required:

Yes

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Job Reference:

824d96e9ae21

Job Views:

3

Posted:

30. 04. 2025

Expiry Date:

14. 06. 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 are core values, fostering a culture of respect and growth. Join AXA to belong, thrive, and shape your future.

About the entity

AXA is transforming into a sustainable,
- led company. At AXA Group Operations, we drive this change by leveraging technology, data, sourcing, security, and strategic investments across 17 countries with committed teams. Our focus areas include:

• State-of-the-art Data Technology for customer experience
• Procurement & Sourcing for efficiency and risk management
• High-Performing Global Teams for stronger partnerships

The department / team

You will join the Corporate Functions Global Products department, responsible for designing, delivering, and operating
- user applications across various functions, organized into 24 products within 6 domains (Finance, Investment, Procurement, Risk Management, HR/Communication, Compliance). Our team of around 200 experts, mainly in France and Portugal, creates value at both group and entity levels.

Job purpose

As a Service Support Analyst, you will play a key role in our HRIS program, providing Level 1, 2, and 3 support for our entities. Reporting to the Product Owner, your responsibilities will be diverse and impactful.

Main missions

Your responsibilities include:

Post Go-Live responsibilities:

• Ticket Management for HR Solutions BAU based on the service catalog.
• Development and maintenance of requests, ensuring quality and proper documentation.
• Weekly stakeholder meetings to update on progress.

L1 Support:

• Manage tickets for BAU projects.
• Coordinate with AXA GO on the production instance using Beqom and provider tools.
• Create weekly/monthly dashboards and reports.
• Participate in steering committee meetings.
• Conduct security reviews of user access (biannual).

L2 Support:

• Incident analysis and resolution, including debugging and data patches.
• Referential and role management, including mass changes.
• Manage user access and security reviews.
• Handle information requests and escalate problems as needed.

L3 Support:

• Analyze and resolve complex issues, develop workarounds, and support L1 and L2 teams.
• Create processes to prevent recurrent problems.
• Produce patches, improvements, and perform evolutionary maintenance.
• Manage service requests and update activity backlog.
• Generate monitoring dashboards and indicators.

Join us if you are passionate about HR technology and service support, and ready to contribute during exciting transformation projects.

Your Profile

We seek candidates with:

• Proven experience as a Business or Service Support Analyst, especially in HRIS implementations.
• Knowledge of Talent and Performance systems and data migration.
• Strong documentation skills and project contribution history.

Technical Skills

• Expertise in configuring and managing HRIS systems.
• Strong data migration, integration, and testing skills.
• Familiarity with HR software, especially Performance and Talent Management tools.
• Proficiency in MS Office applications.

Soft Skills

• Excellent
  - solving and stakeholder management skills.
• Clear communication in English, adaptability, time management, and teamwork skills.
• Creativity and attention to detail.

About AXA

As a global insurer, we protect progress and foster diversity and inclusion. Join us to grow and make a difference.

About the Entity

AXA is evolving into a
- driven company, leveraging technology and innovation across its global operations, with a focus on data, sourcing, and strategic partnerships.

We are committed to creating a diverse and inclusive work environment, promoting equal opportunities for all employees.