Service Support Analyst – Performance Management

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 post-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 world-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 link closely with our values, and together we’re nurturing a culture of respect, for each other, for our customers and the communities around us. Join AXA and you’ll feel like you belong, are included and can thrive. You’ll be able to shape the way you work and truly grow your potential as you seek out new opportunities, push boundaries and benefit people in critical moments of their lives. This is your chance to build the tomorrow you want. Know you can.

About the entity

AXA is becoming a sustainable tech-led company and at AXA Group Operations we are one of the major catalysts for this transformation.

We set the tone by triggering and empowering the evolution of our insurance business model through technology and innovation, driving its concrete implementation globally at speed, with a high quality of advisory and execution.

We are present across 17 countries with committed, highly qualified teams. We leverage technology, data, sourcing, security and investment allocation in a global way, but also achieve economies of scale and synergies when necessary.

At AXA Group Operations, we want to be recognized in three fields of action:

·State-of-the-art Data Technology to drive customer experience

·State-of-the-art Procurement & Sourcing to drive efficiency and better manage risks

·High-Performing Global Team for stronger partnerships with AXA.

The department / team

You will join the Corporate Functions Global Products department. In its “IT for Business” duty, our department designs, delivers and operates end user global applications in the domain of Corporate & Support Functions organized in 24 products within 6 lines of products (Finance, Investment, Procurement, Risk Management, HR/Communication, Compliance), most of them sponsored by Group Corporate departments.

Our department relies on a high performing team of ~200 experts (mainly located in France and Portugal also with offshored managed services), committed and motivated, creating and protecting value at Group & Entity level.

Our main mission is to be the preferred partner of AXA Business families in Corporate Functions while ensuring excellence and consistency across our products in:

·Implementing, operating and managing Group and/or Global Solutions

·Delivering advisory services in answer to Business requirements and stakes

·Leveraging a market leader right-shored delivery model

·Continuously integrating customer centricity, efficiency, innovation & technology in our operating model.

Job purpose

As a Service Support Analyst, you will hold a pivotal position in our Group HRIS program, Your role encompasses taking responsibility for Level 1, Level 2, and Level 3 support for our entities. Reporting to the Product Owner, you will take on diverse responsibilities.

Main missions

Your responsibilities include:

Post Go-Live responsibilities:

• Ticket Management for HR Solutions BAU based on the catalog of services.
• Development and maintenance of requests. Each development request will go through the required quality process, and all related documents will be placed on the shared portal.
• Weekly meetings with our internal and external stakeholders to update them on progress.
• L1-Support will include the following tasks:

- Ticket Management for Entities BAU Projects, Internal BAU Project only.

- AXA GO Co-ordination on Production Instance through Beqom tool.

- Beqom support Co-ordination on Production Instances through provider tool.

- Weekly & Monthly Dashboards of BAU Reporting (Weekly Dashboard & Monthly Steering committee report only)

- Attend Weekly & Monthly Steering committee meetings of BAU (Backlog, Extended Services, etc.)

- Security review of User access (twice a year only, managed by ticket raised by Security Manager)

• L2-Support will include the following tasks:

- Incident Management: analyze, solve (debug and/or data patch). Provide the solution as per entities request.

- Referential Management: analyze, configure set-up and transversal data. Provide the solution, as per Entity's Request. Any mass changes (for , many department realignments, setup changes) will be treated as "Change Request". Change request/Enhancement Request: Assign to NSR Team.

-Grants and Role Management: Manage User Access, perform security review.

- Information Request: Analyze and Provide required information. Provide a solution, Guide entities to perform actions by themselves. (Cost estimation out of scope).

- Problem Management: provide primary analysis. Submit to AXA GO Problem Management.

• L3-Support will include the following tasks:

- Analysis and correction or workaround, when possible, on complex issues that cannot be resolved by Level 1 and 2

- Support to Level 1 and 2 teams to manage complex issues or requests from entities

- Create a process to avoid problems when incidents are recurrent. Send the process to Level 1 and 2 teams after validation

- On top of the tickets raised by entities, the activity will mainly consist of producing patches and improvements identified during the campaign assessment and performing evolutionary maintenance (analysis of new releases, activation of new features, etc.)

- Creation of Service Requests (SR) or Case on the beqom support when the problem is an "editor" bug

- Production the evolution of the activity and the update backlog

- Produce indicators and dashboard for monitoring tickets created and processed during the monthly BAU review

Your Profile

We are looking for someone with the following experience and skills:

• Proven track record as a Business Analyst, Service Support Analyst, or in similar roles.
• Previous involvement in HRIS system implementations, particularly in an international context.
• Familiarity with Talent and Performance systems, including HRIS Suite or best of breed.
• Experience with data migration, system integration, and various testing methodologies.
• Proficiency in HR technology and a history of successful contributions to HRIS projects.
• Demonstrated expertise in creating solution documentation and maintaining project documentation in alignment with standard processes.

Technical skills

Technical skills

• Proficiency in HR technology solutions and tools, with the ability to configure and manage HRIS systems.
• Strong data migration and integration capabilities, including a deep understanding of data mapping and data flows connections.
• Expertise in testing methodologies, including System Integration Testing (SIT) and User Acceptance Testing (UAT).
• Knowledge of HR-related software, specially Performance and Talent Management systems.
• Proficiency in using MS Office applications, including Excel, PowerPoint, and Word.

Soft skills / transversal skills

• Exceptional problem-solving abilities: The capacity to analyze complex issues and identify effective solutions.
• Capable of persuading and guiding stakeholders towards achieving common goals.
• A dedication to meeting and exceeding the needs and expectations of our clients.
• Clear and concise communication In English, both written and verbal, is critical in this role.
• The ability to respond effectively to changing circumstances and requirements in a dynamic environment.
• Efficiently managing time and resources to meet project deadlines is crucial.
• Adept at working closely with cross-functional teams and fostering strong relationships.
• Paying close attention to specifics and ensuring accuracy is fundamental to success.
• A creative and innovative approach to addressing challenges.

About AXA

As a world-leading insurance company, we act for human progress by protecting what matters. With 153,000 employees in 54 countries working with 105 million customers, we’ve created a truly dynamic and vibrant community. Inclusion and diversity link closely with our values, and together we’re nurturing a culture of
respect, for each other, for our customers and the communities around us. Join AXA and you’ll feel like you belong, are included and can thrive. You’ll be able to shape the way you work and truly grow your potential as you seek out new opportunities, push boundaries and benefit people in critical moments of their lives. This is your chance to build the tomorrow you want. Know you can.

About the Entity

AXA is becoming a sustainable tech-led company and at AXA Group Operations we are one of the major catalysts for this transformation.

We set the tone by triggering and empowering the evolution of our insurance business model through technology and innovation, driving its concrete implementation globally at speed, with a high quality of advisory and execution.

We are present across 17 countries with committed, highly qualified teams. We leverage technology, data, sourcing, security and investment allocation in a global way, but also achieve economies of scale and synergies when necessary.

At AXA Group Operations, we want to be recognized in three fields of action:

• State-of-the-art Data Technology to drive customer experience
• State-of-the-art Procurement & Sourcing to drive efficiency and better manage risks
• High-Performing Global Team for stronger partnerships with AXA entities

What We Offer

We bring together the expertise, cultural diversity and creativity of over 8,000 employees worldwide and we’re committed to equal opportunities in all aspects of employment (gender, LGBT+, disabled persons, or people of different origins) and to promoting Diversity & Inclusion by creating a work environment where all employees are treated with dignity and respect, and where individual differences are valued.