Workday Service Desk Analyst - APAC Shift

Role & responsibilities

• 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.

Preferred candidate profile

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

Perks and benefits

Best in Industry Standards