Analyst, Operations

Responsibilities

• Provides specialized expertise in Workday
• Supports the implementation of HRIT, Workday systems.
• Act as the first line of support, responsible for communicating with users to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately.
• Perform investigation and diagnosis of incidents with references to existing knowledgebase/ problem management/ list of known errors.
• Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA).
• Highlight and escalate recurring Incidents which are similar in nature.
• Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
• Escalate and highlight Incidents that are at risk of breaching SLA to Team Lead.
• Closely follow up with outstanding Incidents and Service Requests up till closure.
• Works closely with business departments to understand their requirements and recommend process improvements within Group Application, providing high-quality deliverables.

Requirements

Education

• Bachelor's degree in accounting, Finance, IT or a related field is required or other relevant discipline.

Experience

• Experience using ITSM tools (i.e. Ticketing Tools) will be added advantage.
• Workday Certifications will be added advantage.
• Strong understanding of Power Platform function.
• Ability to troubleshoot and resolve Workday related issues.

Technical skills

• Microsoft Office
• HRIT, Workday systems
• Programming languages: JavaScript, React, and JSON (added advantage)

Special skills

• SLA familiarity and performance driven work culture.
• Excellent interpersonal skills to rapidly develop robust relationships across all key stakeholders.
• Ability to diagnose and resolve basic technical issues.
• Good communication and presentation skills.
• Resourceful, independent and result oriented.
• A good team player and keen to learn.
• Proactive.