Job
Description
Shift Timing: APAC Why were hiring: The Workday and HR Systems Service Desk Analyst is responsible for providing comprehensive support to users of full-suite Workday and other HR systems. This role involves troubleshooting technical issues, offering guidance on system functionalities, and ensuring a seamless user experience. The analyst will collaborate with ET, HR, and other departments to resolve issues and enhance system processes. What youll be doing: Incident Management: Manage the logging, tracking, and resolution of Workday and HR Systems-related incidents and service requests, ensuring timely and accurate responses. Process Improvement: Identify and implement process improvements to enhance the efficiency of the service desk operations. Ticket Housekeeping: Manage tickets throughout the full lifecycle, including making sure tickets are maintained to set standards, progress within SLAs and completed. Knowledge Base: Contribute to maintaining the Workday Knowledge Base at designated stages in the ticket lifecycle. User Support: Provide advanced support for complex Workday issues. Reporting: Generate and analyse service desk performance reports, identifying trends and areas for improvement. Collaboration: Work closely with other ET, Finance, Finance Shared Service Centre, People teams and business units to ensure seamless support and integration of Workday solutions. Compliance: Ensure all service desk activities comply with organizational policies, procedures, and regulatory requirements. What youll need: Proven experience in working in a service desk or support team Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues. Have a good understanding of Joiners/Movers/Leavers processes A strong awareness of knowledge management ethics An understanding of both ITIL and Agile values Excellent verbal and written communication skills, with the ability to interact effectively with technical and non-technical stakeholders A strong commitment to providing exceptional customer service Flexibility to be able to work a range of shifts Ability to adapt to changing priorities and work effectively in a fast-paced environment. Experience of HR and Finance Applications, Workday in particular Experience of Service Management toolsets, ideally Jira/Confluence and ServiceNow Who you are: Youre open : We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working. Youre optimistic : We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected. Youre extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day. What well give you: Passionate, inspired people - We promote a culture of people that do extraordinary work. Scale and opportunity - We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry. Challenging and stimulating work - Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge #LI-Onsite
