Workday Application Support Analyst
hace 3 semanas
Provide Workday HR technology support as part of a team working on a regional HR systems support team 2. Respond promptly to inquiries, requests and issues submitted by HR staff, global process owners and other HR functions submitted through the ticketing system. The ASA Level 2 Analyst will be responsible for resolving increasingly complex system and application issues. For more complex needs, the application support analyst will decide whether to address the issue themselves or escalate it to the next level. The Level 2 ASA will be located at the regional level, collaborating with the ASM team and the country/global HR team, acting in accordance with ASM governance and processes.
1- Respond promptly to inquiries, requests and issues submitted by HR staff, global process owners and other HR functions submitted through the ticketing system. The ASA Level 2 Analyst will be responsible for resolving increasingly complex system and application issues. For more complex needs, the application support analyst will decide whether to address the issue themselves or escalate it to the next level. The Level 2 ASA will be located at the regional level, collaborating with the ASM team and the country/global HR team, acting in accordance with ASM governance and processes.
2- Use the ticket management tool to update ticket’s progress. Trouble-shoot, document User support tickets, and drive them to closure in a timely manner following FME processes, Interact with Global Support Team on incidents that require escalations, Prepare and maintain ad hoc and advance reports, Integration management including monitoring of integration runs and assisting in de-bugging integration issues, Actively monitor and research application error handling and escalate problems using defined escalation procedures, Collaborate with business analysts, end users, vendors, and customers to assist in user acceptance testing, Manage to SLA and SOP requirements
3- Execute data maintenance activities including preparation of mass load transaction templates, update supervisory organization, cost center, company, location and custom organizational structures, transaction data changes, run data audit reports etc.
4- Implement and test of new release enhancements and changes and change requests. Participate in release and change management activities including testing, documentation, and deployment of applications • Updating Training & Communication material in collaboration with Global Communications and Training team to support HR Users.
5- Deliver Workday user training to HR staff, Interact with Users at all levels of the organization as well as vendors and customers, as needed, to support the applications and query resolution.
6- Educate HR employees on Workday HR resources available to them and encourage the use self-service tools.
7-
Develop and maintain technical knowledge for Workday application and provide application support and resolution of Tickets assigned by the HR Users • Maintain System Change & Documentation Repository Will be expected to be available to provide support on an as needed basis when there are unscheduled incidents, crisis management, and scheduled maintenance. * This can include nights and weekends We are looking for an engaged and curios individual with experience from working in a modern HRIS Support environment.
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