HRIS Manager, Tier II Support
About The Position
The Manager, HRIS Tier II Support leads the delivery of enterprise Workday support services and is accountable for the end-to-end Tier II service model, user experience, and case management performance. This role oversees a team of HRIS Specialists and Analysts and is responsible for ensuring consistent, scalable, and high-quality support across the organization. This leader owns the Workday Help strategy (Knowledge Articles & Case Management), defines and manages KPIs and SLAs, analyzes support trends to identify systemic issues, and drives preventative solutions in partnership with Tier III, Payroll, HR, and IT. The Manager serves as a strategic thought partner to the Director of HRIS in improving service delivery, reducing repetitive defects, and enhancing the overall Workday end-user experience.
Requirements
- 5+ years of progressive HRIS or HR systems experience
- 3+ years leading a support team or service delivery function
- Experience using analytics to identify trends and drive preventative solutions
- Deep understanding of Workday case management and end-user support models
- Strong knowledge of KPIs, SLAs, service metrics, and reporting dashboards
- Strong customer experience mindset with executive-level communication capability
- Proven ability to influence cross-functional stakeholders
- Advanced problem-solving and root cause analysis skills
- Proficiency in Workday reporting and Microsoft Office Suite
- Bachelor’s degree in HRIS, HR, IT, Business, or related discipline
- Combination of experience and education may be substituted for degree
Nice To Haves
- HRIP, Workday Pro, SHRM, or PHR/SPHR preferred
Responsibilities
- Own the Tier II support model, including intake, triage, escalation pathways, and SLA governance
- Define, monitor, and report on KPIs (case volume, resolution time, backlog, defect trends, customer satisfaction)
- Drive continuous improvement initiatives based on analytics and recurring issue patterns
- Partner with Tier III to eliminate root causes of repetitive tickets through configuration, training, or process redesign
- Lead strategy and governance for Workday Help (knowledge content lifecycle, case categorization, user self-service enablement)
- Manage and develop a team of 2+ HRIS Specialists/Analysts
- Establish performance expectations aligned to SLAs and service quality standards
- Coach team members on problem solving, customer engagement, and technical proficiency
- Conduct performance evaluations and talent development planning
- Analyze support metrics and trends to identify systemic risks and improvement opportunities
- Conduct periodic data audits in partnership with HR, Payroll, and Tier III
- Develop reporting dashboards to provide visibility into service performance and issue patterns
- Make data-driven recommendations to improve configuration, reduce operational risk, and enhance adoption
- Serve as escalation point for complex Tier II issues
- Support Workday deployment, feature releases, and adoption initiatives
- Participate in functional testing and user acceptance testing
- Manage Workday Community access and serve as backup Named Support Contact (NSC)
- Maintain system access for Workday Help, Community, and Learning in alignment with governance standards
- Partner with Learning & Development to ensure effective end-user training materials (job aids, guides, videos)
- Identify training gaps based on support trends and drive proactive education initiatives
Benefits
- professional development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
