Application Support Specialist

The Application Support Specialist is part of a global team providing application support taking care of, but not limited to activities below:

• Queries, requests, and issues resolution
• Data support, Maintenance and Mass Data Load support
• Regular & Custom Report preparation and support
• Updating and delivery of training material (as needed).
• HR User Training delivery (as needed)
• Functionality Enhancement Support (as needed)
• Workday Release Management Support (as needed)

Duties & responsibilities

• Develop and maintain technical knowledge for Workday application and provide application support and resolution of Tickets assigned by the HR Users
• 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 Users at all levels of the organization as well as vendors and customers, as needed, to support the applications and query resolution.
• 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.
• 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.
• Interact with Global Support Team on incidents that require escalations
• 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.
• Updating Training & Communication material in collaboration with Global Communications and Training team to support HR Users
• Manage SLA and SOP requirements
• 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
• Identify process improvement opportunities focused and improving the effectiveness and efficiency of the Region or GBS Center, as well as sharing best practices with HR operations teams in other GBS Center as appropriate

Requirements:

• Bachelor’s degree from University preferred.
• Minimum of 1- 2 years of experience in technical support and troubleshooting of Workday/ERP modules
• Enterprise Resource Planning knowledge in the following areas/modules preferred: Workday: ERP System-Modules, Human Capital Management (HCM), HR Core, Absence & Time-off, Benefits, Compensation, Job Catalogue, HR Adm, HR IT and HR Reporting.
• Candidates should be comfortable working night shifts and operating within a hybrid work setup, with on-site work at the W Fifth Avenue office in BGC as required.
• Good understanding of HR business processes. Familiar with standard concepts, procedures and practices within HR
• A good team player with the ability to manage diverse stakeholder group with differing requirements
• Good collaboration and ability to work cross functions and cultures beyond borders
• Ability to manage multiple assignments and tasks simultaneously with flexibility and pro activeness
• Should be able to Work in a continuously changing environment.
• Great communication and interpersonal skills
• Expert in Microsoft Office Suite