Managed Services Specialist - HR Technology & Workforce Operations

Description

Managed Services Specialist – HR Technology & Workforce Operations Location: Katowice - 2 days in office / 3 days remote Let us introduce you the job offer by EY GDS Poland – a member of the global integrated service delivery center network by EY. The opportunity As a Managed Services Specialist, you will support day-to-day operational delivery for EY clients by handling service requests, user queries, standard support activities and process documentation. You will work in a structured environment where quality, responsiveness, SLA discipline and customer experience are key to building a better working world. You will have an opportunity to develop practical experience across HR operations, Time & Attendance and workforce technology while learning from senior specialists and service leads. What we look for We look for people who enjoy solving practical problems, supporting users and working in a structured service environment. If you bring curiosity, reliability and a strong customer-service mindset, this role can be a strong entry point into HR technology managed services.

What we offer

• EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across nine locations – Argentina, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.

• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.

• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.

• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

Ideally, you’ll also have

• German language capability, especially for roles involving direct end-user or local market interaction.

• Exposure to HR, payroll, Time & Attendance or workforce management processes.

• Any experience with SAP, SAP SuccessFactors, Workday, UKG/Kronos, ATOSS, GFOS, Adicom, Intrakey, Shyftplan, ServiceNow, Jira or similar platforms.

Skills and attributes for success

• Customer-focused mindset with ability to communicate clearly with end users and internal stakeholders.

• Good analytical skills, attention to detail and comfort working with structured processes and ticketing tools.

• Willingness to learn HR operations, Time & Attendance processes and multiple HR technology platforms

Your key responsibilities

• As a member of the managed services team, you will support operational service delivery and help ensure that end users receive timely, professional and accurate support.

• Handle standard tickets, service requests and end-user queries in line with agreed procedures and service levels.

• Support user administration, data checks, basic issue triage and standard operational activities across HR and workforce systems.

• Document resolutions, maintain knowledge articles and contribute to continuous improvement of support materials.

• Collaborate with senior specialists and service leads to escalate complex cases and ensure high-quality client delivery.

• Participate in managed services projects with a focus on developing new solutions and expanding system functionalities within the scope of R&D activities

• Collaboration with R&D teams to identify and implement best practices and new solutions

• Report the progress of R&D projects and documenting the results of managed services support

To qualify for the role, you must have

• Initial experience in BPO, shared services, service desk, HR operations, payroll, workforce administration or application support.

• Good command of English, both written and verbal.

• Strong service mindset, ownership attitude and ability to work in an SLA-driven environment.

• Ability to work with documentation, follow procedures and collaborate in an international team.