HR System Support Specialist

Key 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

Required skills:

• Fluent English communication skills
• Advanced knowledge of SAP SuccessFactors
• Intermediate experience with ServiceNow or similar ticketing tools

Experience & background

• 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

Education & qualifications

• Bachelor’s degree in Human Resources, Business Administration, Information Systems, or a related field
• HRIS or system-specific training (e.g. SuccessFactors modules, Time & Attendance tools)
• Professional certifications (advantageous), such as HR or Workforce Management certifications
• Understanding of data protection and security requirements related to personal data and access governance

What we offer:

• Hybrid working model
• Sports card
• Life insurance
• Inclusive, international working environment
• Opportunity to work with modern HR systems in a structured shared services setup 

About the role

The HR System Support Specialist is responsible for providing accurate, timely, and compliant Level 2 support for:

• Time & Attendance systems
• SuccessFactors access management
• Role-Based Permissions

The role supports operational continuity and payroll accuracy by ensuring correct capture, validation, and maintenance of Time & Attendance data. Working within the People Services organisation, the specialist handles user inquiries, troubleshoots system issues, escalates complex cases, and supports standardized, well-defined processes in line with governance, security, and People & Culture service delivery standards.