Description
Workday Support Assistant - JML
Duration: 12 Months
London
Purpose
Provide Tier 1 dedicated support and guidance to line managers, employees and contingent workers in relation to initiation and completion of Workday business processes, specifically Joiners, Movers, Leavers (JML) processes.
Acting under the HR Systems Manager, they will interpret requests from business users for changes within Workday. Working also under direction in relation to first line support, training and education.
Key Result Areas
- Provide a consistent global service that provides a positive experience for our employees and managers.
- The Workday Support Assistant will be the initial point of contact for 'How To' queries raised by global business users. They will be required to take ownership of guiding the users through processes and providing information to resolve Workday issues.
- Support managers to build knowledge utilising tier 0 tools and guidance.
- Achieve the highest possible levels of accuracy and compliance in Workday. Liaise with the Workday Support Analysts and IT Operations to troubleshoot and resolve issues.
- Review the materials provided to line managers, employees and contingent workers, ensuring these are easily understood, fit for purpose, and future proofed.
- The role holder will continually monitor the accuracy of data held within the Workday application. Any errors found with respect to organisation structure, business processes or other critical elements must be investigated and rectified, with remedial action taken to re-direct workflows appropriately.
- To ensure continuous improvement to service levels, any defect management should be recorded and maintained by the Workday Support Consultant and shared with the HR Systems team for ongoing knowledge transfer.
Key Competencies:
In each category, the key 5-6 competencies held by the typical, fully effective job holder.
Generic Job Specific
- Demonstrates a customer service ethic
- Problem solving skills
- Able to adapt style to suit context and audience
- Communicates in an effective manner
- Effectively manages client expectations and escalates issues appropriately
- Collaborative with team, stakeholders and other departments
- Good working knowledge of Workday HCM functionality with an solid understanding of Human Resources and JML business processes
- Able to interpret and analyse requests concisely with imaginative and practical problem solving skills
- Comfortable working with various management levels, respectfully challenging assumptions when needed
- Able to identify, clarify and resolve issues and risks, escalating them as required
Key Interfaces:
Internal
HR team
IT Operations