• The Tier 2 Analyst, Global HR Technology Services will be a key contributor in stabilizing and enhancing our Workday support steady-state operations.
• The successful candidate will be in the frontlines of our support to HR users from all 5 regions where SGS has a presence and will partner with our in-house Global HR Technology Team in the design, configuration, testing and deployment of Workday.
• Jumping off from our successful global implementation of Workday, the successful candidate will join our team who delivers Tier 2 Workday services to SGS. Accountabilities will include:
  • Handles support escalations from Tier 1 (local/regional super users). Manages incidents to ensure excellent customer service and quality incident management data for continuous improvement.
  • Executes mass upload of data using EIB including testing and deployment.
  • Configures recurring and/or simple setup values
  • Stands as an SME for the use of Workday by answering regular how-to questions.
• Supports functional analysts with Workday configuration, testing and reporting.
• Supports the Global HR Technology Services Manager with maintenance of documentation and continuous improvement of services.

• The Analyst, Global HR Technology Solutions (Workday) will be a key contributor, starting with implementation and transitioning into steady-state operations.
• Leverage deep expertise in Workday configuration to deliver solutions in one or more functional areas of HR, creating operational efficiency and delightful employee experiences.

Specific Responsibilities   

• The successful candidate will be responsible for supporting the implementation, configuration, and maintenance of the Workday platform.
• During implementation, s/he will partner with our global implementation team of both SGS and third party stakeholders in executing technical activities for the successful deployment of Workday worldwide.
• As we transition to post go-live operations, accountabilities will include:
  • Responsible for research, prototype development, testing, peer review, migration and deployment of functional configurations in Workday along with the necessary documentation.
  • Delivers new requirements and continuous improvement of system configuration and user experience following an Agile Methodology.
  • Acts as an escalation point and works towards resolution of defects in configuration and while doing so trains junior team members to minimize escalated cases.
  • Applies best-practice methodologies to sustain delivery of Workday solutions to internal stakeholders.
  • Responsible for executing release related activities as assigned by leader.

Reporting Line

Senior Manager of HR Technology

Primary Responsibilities    

• The Manager of HR Technology (Workday) Services will be a key leader, starting with implementation and transitioning into steady-state operations.
• The successful candidate will lead and develop a team of Tier 2 analysts to fulfill critical client-side roles in our Workday implementation, while simultaneously developing our knowledge and capability to deliver outstanding support and service to stakeholders and end users for post go-live ownership of the Workday solution.
• During implementation, this leader will serve as the Workday Testing Lead, including the development of test strategies and plans, coordination of testing activities, development of KPIs, education of testers, and partner to both internal and third party Workday experts to ensure proper defect resolution and re-testing of the Workday solution.

Specific Responsibilities   

• As we transition to post go-live operations, accountabilities will include: Maintain Tier 0 support documentation for the Workday solution.
• Evaluate services request volume and trends, and leverage data to prioritize additional training needs and process improvements in Workday.
• Assist Regional HR Technology managers with continuous improvement at Regional level to reduce number of escalations required. Manage regression testing and new feature adoptions in Workday quarterly releases.
•  Supervise work and manage performance of Tier 2 analysts. Establish KPIs and implement continuous improvements in processes and team performance.