Provide day-to-day Workday and HR system support: track and document incidents, manage case/trouble tickets, handle task/business process corrections/rescinds, and assist users via shared mailbox while escalating as needed.
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Position Purpose:The Support Systems Analyst provides support to maintain HR systems. Maintenance support includes system task management, monitor and maintain process workflows, data corrections, rescinds and minor issue resolution in Workday. Requests/issues will be tracked in the Case Management system with clear documentation regarding the research and resolution of the issue. Must be willing to invest the time to have in-depth knowledge about the business applications supported and be comfortable discussing change impacts, issues and path to resolution.
Key Responsibilities:
- 50% Track and Document Reported Incidents:
- Maintains a good working knowledge of the applications(s) supported including purpose, capabilities, limitations and use within the business.
- 50% Provide General User Support Within Workday:
- Support users with questions and manage shared mailbox requests for: task management, business process action requests (corrections, rescinds, cancels).
- Maintain knowledge about escalation process and flow, including scope, resource requirements, and impact.
Direct Manager/Direct Reports:
- This position reports to the Manager, HR Production Support.
- This position has 0 direct reports.
Travel Requirements:
- Typically requires overnight travel less than 10% of the time.
Physical Requirements:
- Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications:
- Working knowledge of Microsoft Office Suite
- Excellent written and verbal communication skills
Minimum Education:
- The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Preferred Education:
- No additional education
Minimum Years of Work Experience:
- 1
Preferred Years of Work Experience:
- No additional years of experience
Minimum Leadership Experience:
- None
Preferred Leadership Experience:
- None
Certifications:
- None
Competencies:
- Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
- Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
- Customer Focus - Building strong customer relationships and delivering customer-centric solutions
- Interpersonal Savvy - Relating openly and comfortable with diverse groups of people
- Tech Savvy - Anticipating and adopting innovations in business-building digital and technology applications.
Top Skills
Case Management System
MS Office
Workday
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