Managed Services Specialist - HR Technology & Workforce Operations

Ernst & Young Advisory Services Sdn Bhd; Katowice; Hybrid; PLN 65,000 - 95,000; Full time

Benefits offered by this job

Hybrid work model

Global opportunities

Learning & development

Job summary

EY GDS Poland in Katowice is seeking a Managed Services Specialist – HR Technology & Workforce Operations to support day-to-day HR system service delivery, handle tickets, user queries, and maintain knowledge articles.

You will work in a structured SLA-driven environment, collaborating with senior specialists to extend HR technologies like SAP SuccessFactors, Workday and ServiceNow, and participate in R&D-like initiatives.

Qualifications

• Initial experience in BPO, shared services, service desk, HR operations.
• Good command of English, both written and verbal.
• Strong service mindset and ability to work in SLA-driven environment.
• Ability to work with documentation and collaborate in an international team.

Responsibilities

• Support day-to-day operational delivery for HR clients.
• Handle standard tickets, service requests and user queries.
• Assist with user administration, data checks and basic triage.
• Document resolutions and contribute to knowledge base updates.
• Collaborate with senior specialists to resolve complex cases.
• Participate in projects to develop new HR solutions and expand systems.

Skills

Customer service

English

HR operations

SLA adherence

Tools

SAP SuccessFactors

Workday

ServiceNow

Jira

Job 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.

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 elevate 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

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

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.

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.

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.

About EY

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

In compliance with the requirements of the Whistleblower Protection Act, our company has established the Procedure for reporting breaches of law and undertaking appropriate follow-up actions. Any misconduct should be reported through the EY Ethics Hotline.

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.