Workday Support Administrator

Job Summary: The Workday Support Administrator will provide advanced technical support for Workday HCM, Payroll, and related modules, escalating beyond basic Tier 1 help desk functions (e.g., access, login, and navigation assistance as outlined in the MSP agreement with iVenture Solutions). This role is critical for resolving complex, generic issues efficiently, minimizing downtime for users. The ideal candidate will have strong problem-solving skills, Workday expertise, and the ability to collaborate remotely with the MSP team and the client's internal staff. This position requires adherence to standard operating procedures (SOPs) provided by the client, compliance with data security standards in the healthcare sector, and the ability to resolve a range of common Workday issues identified in our support framework.

Key Responsibilities:

• Tier 2 and Tier 3 Support: Diagnose and resolve intermediate to advanced Workday issues, including configuration errors, data inconsistencies, integration failures, and workflow disruptions. Escalate business-specific or highly customized problems to the client's internal Workday team.
• Troubleshooting and Resolution: Investigate user-reported problems using Workday tools, logs, and diagnostics. Provide root-cause analysis and implement fixes for generic issues such as report generation, security roles, business processes, and system performance. Handle common issues including:
  • Authentication and Login Problems: Resolve incorrect username/password issues, account lockouts due to failed attempts, expired passwords, and 2FA failures.
  • Access and Security Issues: Address insufficient permissions, SSO errors, and access denials.
  • Browser and Connectivity Problems: Fix unsupported browser errors and network interruptions.
  • Reporting and Data Display Issues: Correct misconfigured filters, incomplete data, and incorrect report calculations.
  • Workflow and Functional Glitches: Resolve stuck business processes, time entry delays, approval routing issues, and missing notifications.
• User Assistance and Guidance: Offer remote support to end-users (full-time employees and consultants) via ticketing systems, email, or chat. Guide users through resolutions using screen sharing or knowledge base resources, documenting steps for future reference.
• System Maintenance: Perform routine administrative tasks, including user account management (beyond basic provisioning), security audits, and minor configurations in alignment with MSP scope limits. Monitor system health and proactively address potential issues.
• Escalation and Collaboration: Triage issues per SOPs, escalating to the client's internal experts, Workday support, or third-party vendors as needed (e.g., integration failures or custom config errors). Collaborate with MSP help desk teams for seamless handoffs from Tier 1.
• Documentation and Reporting: Maintain accurate records of support tickets, resolutions, and trends in a shared ticketing system (e.g., integrated with iVenture's platform). Contribute to updating SOPs and creating user guides for common Workday scenarios, emphasizing self-service features to reduce recurrence.
• Compliance and Best Practices: Ensure all support activities comply with healthcare regulations (e.g., HIPAA), data privacy standards, and the client's IT policies. Stay updated on Workday releases and recommend improvements for generic support processes.
• Project Support: Assist with minor Workday-related projects, such as testing updates or integrations, when not impacting core support duties.
• On-Call Availability: Participate in a rotating on-call schedule for urgent issues, with potential for after-hours support given the scalable user base (up to 3,000 during large projects).

Required Qualifications:

• Education: Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. Workday certification (e.g., Workday HCM Core, Payroll, or Integrations) is highly preferred.
• Experience: 3+ years of hands-on experience in Workday administration or support, with proven expertise in Tier 2/3 troubleshooting. Experience in a managed services or outsourced environment is a plus. Familiarity with ERP systems in medical staffing or healthcare sectors is advantageous.
• Technical Skills:
  • Proficiency in Workday modules HCM, Payroll, Time Tracking, Reporting).
  • Strong knowledge of Workday security, business processes, EIB (Enterprise Interface Builder), and integrations (e.g., with Microsoft 365).
  • Experience with ticketing tools e.g., ServiceNow, Zendesk) and remote support platforms (e.g., screen sharing).
  • Basic understanding of SSO, MFA, and browser troubleshooting.
• Soft Skills: Excellent communication skills for remote collaboration across time zones (Philippines to U.S. East Coast). Strong analytical mindset, attention to detail, and ability to work independently in a fast-paced environment.
• Other Requirements: Fluency in English; availability to align with U.S. business hours (e.g., overlapping shifts Must pass background checks and comply with data security protocols.