Job description
Title: Workday Service Desk
Type: Full-Time/Non-Exempt
Reports to: HRIS Manager
Responsibilities:
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Serves as Tier 1 Workday support: responding and escalating tickets, emails, phone calls, troubleshooting, and investigating anomalies as needed.
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Answers calls and emails from internal end-users and guiding users through Workday.
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Serves as the first point of contact to answer, research, and process requests.
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Provides first call resolution or escalates to subject matter experts as appropriate.
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Forwards customer (employee/manager/former employee) inquiries to Tier 2 support when specific, in-depth functional knowledge is required.
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Uses job aids, SOPs, and other reference materials to assist in answering customer inquiries and resolving customer issues.
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Documents all customer inquiries, issues, and transactions with Samanage for ticket management.
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Provides approvals for routine Workday employee self-service requests such as name, address, or photo changes.
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Assists with Workday worker document management for all documents (paper, scans, faxes, etc.) not yet converted to an automated process.
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May assist other HR team members processing Workday mass changes for reorganizations, hiring events or similar.
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Recognizes unusual events or consistent problem areas and works with HRIS to resolve.
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Supports HRIS with semi-annual Workday upgrades by assisting release testing activities.
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Assists in data integrity audits and maintaining system data integrity and reporting activities.
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Stays current with system information, changes, and updates.
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Performs other duties as required.
Requirements:
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Associate or bachelor's degree or a minimum of 2 years equivalent work experience working with a help or service desk environment.
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Two years previous experience with an advanced HCM/HRIS/HRMS or ERP system (such as Workday, ADP, Paycom, UltiPro, SAP, or Oracle).
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Previous experience working with a ticketing system.
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Bilingual (English/Spanish) strongly preferred.
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Strong communication skills at all levels – including written and oral.
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Strong computer skills.
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Strong customer service skills.
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Strong process skills (process-oriented).
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Ability to manage detailed work within constant deadlines and time constraints.
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Ability to work well independently and be part of a team environment.
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Ability to keep information confidential.
Wright Service Corp. employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
https://wrightservicecorp.com/privacy-policy
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