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

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EU work permit required: Yes

Job Reference: 949c5a777656

Job Views: 5

Posted: 23. 06. 2025

Expiry Date: 07. 08. 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 core to our values, fostering a culture of respect, belonging, and growth. Join AXA to shape your future, explore new opportunities, and make a meaningful impact.

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 investments globally, with teams across 17 countries. Our focus areas include Data Technology, Procurement & Sourcing, and a High-Performing Global Team to enhance customer experience, manage risks, and strengthen partnerships.

The department / team

You will join the Corporate Functions Global Products department, responsible for designing, delivering, and operating
- user applications across various corporate functions. Our team of approximately 200 experts, mainly in France and Portugal, is committed to creating value and ensuring excellence across our solutions.

Job purpose

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

Main missions

Post Go-Live responsibilities:

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

L1 Support tasks include:

• Manage tickets for BAU projects and internal projects.
• Coordinate with AXA GO on Production instances via icims.
• Support coordination on icims ticketing platform.
• Create weekly and monthly dashboards and reports.
• Participate in weekly and monthly steering meetings.
• Conduct
  - annual user access security reviews.

L2 Support tasks include:

• Analyze and resolve incidents, perform data patches.
• Manage referential data and configurations.
• Handle change and enhancement requests.
• Manage user access and security reviews.
• Provide information and primary analysis for problems.

L3 Support tasks include:

• Analyze and resolve complex issues, support L1 and L2 teams.
• Create processes to prevent recurrent problems.
• Develop patches, perform maintenance, and update backlogs.
• Produce monitoring indicators and dashboards.

Join us if you are passionate about HR technology and service support, and are ready to contribute to our HRIS project during and after implementation.

Your Profile

Ideal candidates will have:

• Proven experience as a Business Analyst or Service Support Analyst.
• Experience with HRIS implementations, especially in international settings.
• Knowledge of Talent Acquisition systems (ATS, CRM, CMS).
• Skills in data migration, system integration, and testing.
• Ability to produce documentation and maintain project records.

Technical skills

• Proficiency in HR technology solutions and tools.
• Strong data migration and integration skills.
• Experience with SIT and UAT testing methodologies.
• Knowledge of HR-related software and Talent Acquisition systems.
• Proficiency in MS Office applications.

Soft skills / transversal skills

We seek a Solution Expert who demonstrates:

• Exceptional
  - solving skills.
• Stakeholder influence and guidance abilities.
• Client-oriented mindset.
• Clear communication skills.
• Adaptability in dynamic environments.
• Time and resource management.
• Strong teamwork and
  - building skills.
• Attention to detail and accuracy.
• Creativity and innovation in addressing challenges.

Additional information

At AXA, we celebrate diversity and are committed to equal opportunities, fostering an inclusive environment where all employees are valued and respected.