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Tier 2, Workday and ServiceNow-2

Makati City, Philippines Job ID 11673

• The Tier 2 HR ESC Representative serves as a technical analyst in Workday Data Maintenance, ServiceNow & Operational Admin Support for HR ESC. The Tier 2 HR ESC Representative listens, proactively ask questions, provides information, and uses their strong Workday and ServiceNow functional knowledge and experience to help enable timely and effective resolution on data corrections and its alignment with various business processes.

• The Tier 2 HR ESC Representative will be supporting one or more of the following functional areas: Talent Management, Data Administration and Compensation / Benefits Administration.

Essential Duties and Responsibilities:

·         Data Support & Maintenance

o    Audits

o    Business Process Realignment

o    Data Correction, Rescind and Cancellation

o    Reorganizational Structure Support

·         User Training

o    Functional Business Process Guidance for system users

o    Maintenance of Job Aids & FAQ materials

·         Workday Security

o    Administration & Support of Role Based Security Assignments

·         Enhancement Support

o    Testing and support on Business Process changes

o    Conduct UAT for changes prior to production migration

·         Data Load Support

o    EIB Template Development and Administration

·         Regular & Custom Reports

o    Develop Regular Report Requests

o    Validation of security alignment with report requirements

o    Support the development of Complex Custom Reports by data gathering & coordination with Domain Leads which includes creation of multiple calculated fields

o    Conduct user acceptance testing on all developed reports

o    Address simple inquiries on all developed reports and assign complex ones to Domain Leads or Report owners

·         Workday Release Management

o    Perform required regression testing of configuration, integrations and reports due to newly applied enhancements/innovations.

·         ServiceNow Implementation Support

o    Support activities related to implementation of ServiceNow for HR.

Required Skills / Experience / Competencies:

·         Knowledge of HR functions, processes, and operations, including talent, data administration, or compensation / benefits administration preferred

·         Ability to accurately collect information and ask probing questions to understand and assess the colleagues’ needs and situation

·         Strong verbal and written communication skills

·         Strong customer service skills including ability to diffuse challenging situations

·         Ability to prioritize workload and provide timely follow-up and resolution

·         Skilled in conducting research and using existing knowledge to resolve inquiries

·         Ability to work effectively in a fast-paced, self-directed team-based environment subject to changing priorities and short deadlines

·         Strong attention to detail

·         Possesses problem solving skills

·         Skilled in developing professional relationships with colleagues, supervisors, and peers

·         With experience in using Service Center technologies (e.g. ticket management, knowledge management, telephony / chat, email, document management, etc.)

·          Bachelor’s degree in Computer Science, HR, or related discipline required

·         1+ years of experience in HR, Shared Service Organizations, Contact Center / Customer Service experience preferred

·         Experience in using ServiceNow for HR is an advantage

·         2+ years of Workday 'HR Admin' role experience that allow:

  • Tier 2, Non Data Entry Role Support
  • Data Corrections/Rescind & Audits
  • Designing reports and required calculated fields
  • Security Role Assignments
  • Doing workday reorganizational Work
  • Business Process Support
  • Experience in at least 2 or more of the following Administrative roles - Talent, Compensation, Security, Job, etc.

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  • Human Resources, Makati City, National Capital Region, PhilippinesRemove