Service Support Analyst – Talent Acquisition Lisboa

Service Support Analyst – Talent Acquisition
Lisboa
Lisboa, Lisboa, Portugal

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Service Support Analyst – Talent Acquisition, Lisbon

Client: AXA Group

Location: Lisbon, Portugal

Job Category: Other

-

EU work permit required: Yes

Job Reference: 949c5a777656

Job Views: 3

Posted: 30. 04. 2025

Expiry Date: 14. 06. 2025

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 closely linked with our values, fostering a culture of respect for each other, our customers, and the communities around us. Join AXA to belong, be included, and thrive. Shape your work and grow your potential by seeking new opportunities, pushing boundaries, and making a difference in critical moments of people's lives. This is your chance to build the future you envision.

About the entity

AXA is transforming into a sustainable,
- led company. At AXA Group Operations, we are key drivers of this transformation, enabling the evolution of our insurance business model through technology and innovation, implementing solutions globally with high quality and speed.

We operate in 17 countries with dedicated, highly qualified teams. We leverage technology, data, sourcing, security, and investments globally, achieving economies of scale and synergies.

Our focus areas include:

• State-of-the-art Data Technology to enhance customer experience
• State-of-the-art Procurement & Sourcing to improve efficiency and manage risks
• A High-Performing Global Team to strengthen partnerships with AXA entities

The department / team

You will join the Corporate Functions Global Products department, which designs, delivers, and operates
- user global applications across 24 products in domains like Finance, Investment, Procurement, Risk Management, HR/Communication, and Compliance. Most products are sponsored by Group Corporate departments.

Our team consists of approximately 200 experts, mainly based in France and Portugal, with offshored managed services, committed to creating and protecting value at Group and Entity levels.

Our mission is to be the preferred partner for AXA's Corporate Functions, ensuring excellence and consistency through:

• Implementing and managing Group and Global Solutions
• Providing advisory services aligned with business needs
• Utilizing a
  - leading
  - shored delivery model
• Embedding customer centricity, efficiency, innovation, and technology into our operations

Job purpose

As a Business Analyst and Service Support Analyst, you will play a pivotal role in our Group HRIS program, responsible for Level 1, 2, and 3 support for our entities. Reporting to the Product Owner, you will handle diverse responsibilities.

Main missions

Post Go-Live responsibilities:

• Manage tickets for HR Solutions BAU based on the service catalog.
• Develop and maintain requests, ensuring quality processes and documentation on shared portals.
• Participate in weekly meetings with stakeholders to update on progress.

L1 Support tasks:

• Manage tickets for BAU projects within entities.
• Coordinate AXA GO production instance support via icims tool.
• Coordinate i
  CIMS support through ticketing tools.
• Create weekly and monthly dashboards for BAU reporting.
• Attend weekly and monthly steering committee meetings.
• Conduct biannual security reviews of user access.

L2 Support tasks:

• Analyze and resolve incidents, including debugging and data patches.
• Manage referential data and configurations.
• Handle change and enhancement requests, assign to NSR team.
• Manage user access and perform security reviews.
• Analyze information requests and guide entities.
• Provide primary analysis for problem management.

L3 Support tasks:

• Analyze and implement solutions for complex issues.
• Support Level 1 and 2 teams with complex requests.
• Create processes to prevent recurrent problems.

Additional activities include producing patches, improvements, and monitoring tickets via dashboards.

Your Profile

The ideal candidate will have:

• Proven experience as a Business Analyst or Service Support Analyst.
• Experience with HRIS implementations, especially in international contexts.
• Knowledge of Talent Acquisition systems (ATS, CRM).
• Skills in data migration, system integration, and testing methodologies.
• Strong documentation and project management skills.

Technical skills

• Proficiency in HR technology solutions and configuration management.
• Data migration and integration expertise.
• Experience with testing (SIT, UAT).
• Knowledge of HR-related software, especially Talent Acquisition systems.
• MS Office proficiency.

Soft skills / transversal skills

We seek a Solution Expert with:

• Exceptional
  - solving skills.
• Ability to persuade and guide stakeholders.
• Commitment to client needs and expectations.
• Clear communication skills.
• Adaptability in dynamic environments.
• Time and resource management.
• Team collaboration and
  - building skills.
• Attention to detail and accuracy.
• Creativity and innovation in addressing challenges.

Additional information

Join AXA to be part of a diverse, inclusive environment where all employees are valued. We promote equal opportunities and diversity across all aspects of employment, fostering a respectful and supportive workplace.