HR Digital Lead - Support

Purpose

Syngenta HR Digital Systems Support Team is committed to delivering best in class employee experience through augmenting core capabilities with technical knowledge, agile mindset, customer centricity and data fluency within our workforce. 

The HR Systems Support Lead is a key member of Syngenta’s Global HR Digital team with a primary focus on leading all support-related activities across our Workday landscape.  An analytical mindset and focus on operational excellence are key to the role whereby support statistics would need to be surfaced and any underlying trends highlighted to enable focus on fixing any issues or process improvement recommendations. 

The incumbent will work closely with our Workday Configuration Delivery Team, understanding enhancements to the system through knowledge transfer and setting up the support function to work effectively in a well-informed manner and ensuring the relevant knowledge base articles are created for ongoing knowledge retention.  Within the close team partnership, the HR Systems Support Lead will also provide root cause analysis and raise the relevant fixes through the HR Change Request process into the Workday Configuration Delivery Team for resolution, highlighting the urgency required and collaborating with the team closely. 

The HR Systems Support Lead focuses on the configuration and support of Workday system in various modules, the delivery of Workday enhancement requests and additional projects, providing the required service support relating to incident management to meet business needs, partnering with vendor support resources, and hands on incident and request management from the distribution of support related tickets within the team with an expected volume of tickets for self-ownership in conjunction with SLA management.

You will be required to collaborate and work closely with internal stakeholders, think creatively about solutions and balance business needs with system capabilities, while additionally thrive in an environment where you get to utilize your critical thinking, effective communication, and analytical skills.

Key Responsibility

• Act as a Technical Lead within Functional Support Team, ensuring day-to-day system support through Incident and HR Case Management. 
• Continuous monitoring of support service adherence to SLAs and any necessary action to enable refinement and further adherence.  
• Detailed analysis of incidents for themes relating to technical issues or end user training requirements with the appropriate action taken as a subsequent step. 
• Continuous maintenance of Knowledge Base articles to provide robust reference materials for increased efficiency within support. 
• Continuous review and refinement of support processes (Incidents & HR Cases) 
• Representing support in knowledge transfer sessions from Projects and BAU change delivery to ensure robust service transition and required support knowledge articles.
• Support the resolution of multiple ticket types including Incidents, Service Requests and Enhancements (Support process may include trouble shooting/root-cause identification, solution planning / ideation, and collaborate with change delivery on configuration as is relevant) 
• Proactively identify opportunities for improvement existing configurations or processes, considering BAU learnings, trends analysis and reoccurring issues.
• Fully document and ensure annual Workday support maintenance activities are well executed on time.  
• Document and train the team on EIB execution for all processes with continued refinement. 
• Ongoing review and evolvement of the service in terms of resource skillset and allocation inclusive of training and instilling a root cause mindset within the team. 
• Enable cross team functional partnerships to enable deeper knowledge and support excellence. 
• Partner across team relating to bi-annual Workday releases, understanding the changes and impact on support services, and owning actions to be taken
• Support and collaborate with HR Digital Support Manager in escalation management relating to Incidents & HR Cases

Critical Knowledge & Skills

• Greater than 5 years of Functional understanding and experience of the following Workday modules, where Workday Certifications are desirable:
  • Core HCM 
  • Absence
  • Time Tracking
  • Talent
  • Performance Management
  • Advanced Reporting
  • Compensation
  • Security
• Hands on experience of Business Process Configurations inclusive of set up, notifications, validations, conditions, and translations.
• Hands on experience of EIB creation, population, and successful loading.
• Working knowledge of Workday Advanced Reports inclusive of scheduling and alerts.
• Detailed understanding of Data Privacy Legislation
• Active experience of using ServiceNow

Work Experience

• Proven track record of mentoring and developing team members, and excels at delegating tasks effectively to maximize team productivity
• Extensive hands-on experience in a support function environment relating to incident management.
• Proven leadership and change management skills.
• Strong analytical skills and capable of diagnosing problems through resolution.
• Ability to independently drive initiatives forward, holding a proactive approach to optimizing workflows and operations
• Is passionate about identifying opportunities to improve processes and strategies, and has a track record of successfully implementing these
• Communicates successfully with both technical and non-technical audiences, with excellent interpersonal and communication skills
• Strong competency with reporting/dashboarding and trend analysis.
• Thrives in global, multicultural environments, contributing to build a high-performing teams across different cultures and time zones

Syngenta is one of the world’s leading agriculture innovation company (Part of Syngenta Group) dedicated to improving global food security by enabling millions of farmers to make better use of available resources. Through world class science and innovative crop solutions, our 60,000 people in over 100 countries are working to transform how crops are grown. We are committed to rescuing land from degradation, enhancing biodiversity and revitalizing rural communities.

A diverse workforce and an inclusive workplace environment are enablers of our ambition to be the most collaborative and trusted team in agriculture. Our employees reflect the diversity of our customers, the markets where we operate and the communities which we serve. No matter what your position, you will have a vital role in safely feeding the world and taking care of our planet.

To learn more visit: www.syngenta.com

Bachelor’s degree in HR, Computer Science, or similar field Knowledge, experience & capabilities

Additional information

Note: Syngenta is an Equal Opportunity Employer and does not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status

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