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Job Function: Human Resources
Job Sub Function: HR Operations
Job Category:Professional
All Job Posting Locations:Taguig, National Capital Region (Manila), Philippines
Job Description:The
Workday Technology Analyst is responsible for the
end-to-end handling of Workday Technology Operations cases, ensuring accurate investigation, effective resolution, compliant execution of system changes (when required), and reliable delivery to production.
The role covers a
range of case types, including inquiries, investigative issues, and cases that require configuration or system updates. Success in this role requires strong ownership, disciplined execution, and continuous focus on improving service delivery while maintaining system stability and compliance.
Key ResponsibilitiesCase Management & Daily Operations (≈85%)- Receive, assess, and manage Workday Technology Operations cases from intake through resolution, including analysis, execution of required actions, documentation, and closure.
- Perform in-depth investigation to understand reported issues, system behavior, business impact, and root cause.
- Handle cases that require system configuration or functional changes, ensuring business requirements are clarified, documented, tested, approved, and deployed as part of case resolution.
- Work with requestors, SMEs, and stakeholders to clarify requirements, validate expected outcomes, and identify risks or dependencies before progressing changes.
- Execute and support testing activities (functional testing, UAT support, deployment validation) associated with case resolution.
- Support or execute production deployments, ensuring alignment to release governance, change controls, and compliance standards.
- Perform post-deployment validation and stabilization, confirming the solution behaves as intended and addressing follow-up issues.
- Maintain accurate and complete documentation within the case, including investigation details, decisions made, test evidence, deployment notes, and closure confirmation.
- Ensure cases are progressed and resolved in line with agreed SLAs, prioritization, and service expectations.
- Communicate clearly and proactively with HR Digital teams, Payroll, HR Data Operations, Experience Center teams, and IT/Vendors regarding status, risks, and next steps.
- Adhere strictly to data privacy, security, and compliance requirements in all activities.
Execution & Operational Discipline (≈10%)- Participate in Workday upgrades, patches, and releases, including end-to-end testing, defect validation, cutover support, and post-deployment checks.
- Manage multiple cases effectively, balancing investigative work and change execution while maintaining service stability.
- Identify issues that may impact delivery timelines or system stability and escalate appropriately with clear context and recommendations.
- Execute work with a focus on quality, accuracy, and sustainability, not just speed.
Continuous Improvement & Knowledge Sharing (≈5%)- Identify opportunities to improve, simplify, or standardize operational processes based on recurring case themes.
- Contribute to knowledge documentation such as job aids, FAQs, and troubleshooting guides.
- Participate in retrospectives or After Action Reviews (AARs) and apply learnings to future case handling.
- Build technical, functional, and operational knowledge through training, peer learning, and hands-on experience.
Ways of Working - Expectations- Takes full ownership of assigned cases from start to finish.
- Communicates clearly, respectfully, and proactively, especially when managing expectations or constraints.
- Works collaboratively across teams and regions to deliver aligned outcomes.
- Applies sound judgment aligned with organizational standards, compliance, and overall employee impact.
- Seeks practical improvements that enhance reliability, efficiency, and service quality.
Required Qualifications- Bachelor's degree or equivalent practical experience.
- Experience supporting Workday in a technology operations or analyst role.
- Experience working with case or ticket management systems (e.g., ServiceNow, JSM, JIRA, or equivalent).
- Strong analytical and problem-solving skills, including the ability to investigate system behavior and determine appropriate resolution actions.
- Ability to manage multiple priorities while meeting quality, timeliness, and compliance expectations.
- Strong written and verbal communication skills with stakeholder-facing experience.
Good-to-Have / Preferred- Functional exposure to Workday modules (e.g., HCM, Absence, Compensation, Payroll, Benefits, Security, Integrations).
- Experience supporting configuration changes and production deployments within an operational environment.
- Prior involvement in requirements clarification, testing, or release activities as part of case handling.
- Experience contributing to process improvement or operational optimization initiatives.
- Familiarity with HR operations or payroll concepts.
- Experience working in a global, multi-region environment.
Required Skills: Preferred Skills:Administrative Recruiting, Business Behavior, Compliance Management, Cultural Competence, Execution Focus, HR Operational Planning and Organizing, HR Strategic Management, Human Resource Information Systems (HRIS), Human Resources Development, Human Resources Policies, Issue Escalation, Organizational Development (OD), Personal Information Management, Service Excellence, Talent Management, Technical Credibility
