Workday Support Analyst

EllisDon•Mississauga, ON

1d•CA$75,000 - CA$95,000•Hybrid

About The Position

As a Workday Analyst, you are the first point of contact for users seeking assistance with the Workday platform. You will address a broad range of inquiries, from simple troubleshooting to guidance on system functionality, and ensure issues are resolved or escalated as needed. The position requires a customer-centric approach, technical aptitude, and the ability to work both independently and collaboratively within a team.

Requirements

1-2 Years Experience with Workday; previous customer service or technical support experience highly regarded.
Strong problem-solving skills, analytical thinking, and attention to detail.
Excellent interpersonal and communication skills, both written and verbal.
Ability to prioritize tasks, manage time effectively, and work under pressure in a fast-paced environment.
Customer-focused attitude with a commitment to providing high-quality, empathetic support.
Basic understanding of HR processes, payroll workflows, and data confidentiality requirements.
Ability to collaborate within a team and adapt to changing procedures and technologies.
Proficiency in Microsoft Office Suite and familiarity with Service Now is advantageous.

Nice To Haves

Associate or bachelor’s degree in human resources, Information Technology, Business Administration, or a related field preferred.

Responsibilities

Respond promptly to Workday-related inquiries via Service Now providing clear and user-friendly guidance.
Troubleshoot and resolve common user issues, such as login problems, navigation questions, and data entry errors.
Document and track all support interactions and solutions in accordance with company procedures, ensuring accurate records for ongoing analysis.
Escalate unresolved or complex issues to specialized Team members, ensuring proper handoff, follow-up, and communication with impacted users.
Maintain up-to-date knowledge of Workday processes, features, and best practices to provide accurate support and training.
Contribute to the creation and maintenance of end-user documentation, job aids, FAQs, and training materials to enhance self-service resources.
Participate in training sessions, team meetings, and knowledge-sharing workshops to enhance support skills and system understanding.
Monitor system performance and user feedback, proactively identifying trends or recurring issues for process improvement.
Communicate effectively with cross-functional teams, including HR, IT, and payroll, to ensure comprehensive service delivery and timely resolution of issues.