Hero Support Specialist

We are on the lookout for a Specialist, Hero Support to join the People & Culture team on our journey to always deliver amazing experiences.
Your Role: As a Specialist in Hero Support, you will play a key role in managing HR operations, optimizing employee lifecycle workflows, and ensuring smooth service delivery across DHSE Central. You'll bring a blend of strong operational expertise and a continuous improvement mindset to keep our processes efficient, compliant, and candidate- and employee-friendly.
Operations & Case Management: Act as a primary operational contact for employee and manager queries via Jira, Slack, and email, independently resolving mixed-complexity tickets per month while maintaining >90% SLA adherence.
End-to-End Lifecycle Operations: Execute employee lifecycle processes including employment contracts, amendments, probation management, transfers, and terminations, supporting a wide range of teams across the organization.
Data Integrity & Compensation Administration: Maintain accurate employee records in Workday and support pre-payroll data reconciliation, one-time payments, and compensation updates with 95% accuracy and strong attention to compliance.
Stakeholder Collaboration & Advisory: Apply working knowledge of German labor law and company policies to partner effectively with Talent Acquisition, Payroll, Legal, and People Partners, serving as a trusted consultative advisor to managers and stakeholders across the business.
Process Improvement & Automation: Identify operational bottlenecks and drive workflow enhancements in Workday and Jira, implementing process improvements per quarter to continuously elevate the employee experience.
Knowledge Management: Maintain clear documentation, SOPs, and self-service Knowledge Base resources for employees and managers.
Projects & Operational Excellence: Support cross-functional initiatives across HR compliance, process digitization, and audit readiness to enhance scalability and service quality.
1–3+ years of hands-on experience in HR Operations or People Operations, managing end-to-end employee lifecycle processes in a fast-paced environment.
Solid understanding of German labor law, social security regulations, and general HR administrative compliance.
Strong proficiency with modern HR systems, particularly Workday and ticketing platforms like Jira or ServiceNow.
A customer-centric, empathetic mindset with a strong focus on high-quality service delivery.
Strong detail orientation, problem-solving skills, and ability to prioritize in a dynamic workflow.
Excellent communication skills in English (C1+) and strong working knowledge of German (B1+ minimum).
Experience in global mobility operations and business travel administration is considered a strong plus.

Employment type
Full-time

Work arrangement
No