Managed Services Specialist - HR Technology & Workforce Operations

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 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

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.