Role Purpose:
The HR Systems Workday Support Lead is a key member of Syngenta’s Global HR Solutions & Systems team with a primary focus on leading all support related activities across our Workday landscape. This includes the review and management of our support knowledge base, the ongoing refinement of our support services through the lens of operational excellence. An analytical mindset is also key to the role whereby support statistics would need to be surfaced and any underlying trends highlighted to enable focus on fixing any underlying 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 Workday 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 role also requires day to day management of support resources, 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.
Key Responsibility:
- Lead the Workday 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)
- Identify and recommend business process improvements, and/or system optimization opportunities to better align with business needs. (In alignment to the change delivery process)
- 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.
- Escalation management relating to Incidents & HR Cases
Critical Knowledge & Skills
- Greater than 3 years of Functional understanding and experience of the following Workday modules:
- 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 and Qlik
Work Experience
- Experience leading a successful team of support staff, mentoring colleagues, and delegating work.
- Extensive hands-on experience in a support function environment relating to incident management.
- Strong analytical skills and capable of diagnosing problems through to resolution.
- Proven leadership and change management skills and the ability to independently drive initiatives forward.
- Identifies opportunities to improve processes and strategies
- Communicates successfully with both technical and non-technical audiences.
- Competency with reporting/dashboarding and trend analysis.
Qualifications
Bachelor’s degree in HR, Computer Science, or similar field
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
Follow us on: Twitter & LinkedIn
https://twitter.com/SyngentaAPAC
https://www.linkedin.com/company/syngenta/
Company Description
About Syngenta:
Syngenta is one of the world’s leading agriculture innovation company (Part of 23 Billion USD Syngenta Group) dedicated to improve global food security by enabling millions of farmers to make better use of available resources. Through world class science and innovative crop solutions, our 28,000 people in over 90 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 and www.goodgrowthplan.com
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