The HRIS Support Specialist provides operational support for the organization’s global HR systems, primarily Workday, UKG and Workforce. This temporary role is responsible for Tier 1 ticket handling (Ivanti and Workday “Request” tickets), reporting, audits, Workday security troubleshooting, global support activities, and extensive process documentation. This position requires proven experience supporting multiple countries and a high level of Workday Security knowledge. Strong communication skills, global customer service experience, and a high degree of accuracy are essential.

Essential Job Responsibilities HRIS Support & Ticket Management

• Serve as the first point of contact for: o Ivanti HRIS tickets o Workday “Request” tickets

• Provide Tier 1 support for Workday and Workforce (navigation, data entry, troubleshooting).

• Triage and escalate complex issues based on established HRIS processes.

• Support end-users across multiple regions and time zones within a global HR operating model.

Ticket Analysis & Knowledge Management

• Track weekly ticket volume, types, trends, and resolutions across all countries supported.

• Analyze ticket patterns to identify recurring issues, training needs, and knowledge gaps.

• Produce insights and recommendations to reduce repeat issues.

• Create high-quality documentation, job aids, and solutions that can be added to an internal knowledge base library.

• Maintain and continuously improve the HRIS knowledge repository for global use.

Workday Security Support

• Perform first-level troubleshooting on Workday security issues (access, roles, security groups).

• Validate access-related requests and route complex issues appropriately.

• Document recurring security issues to support future process improvements. HR Data Quality & Auditing

• Conduct recurring and ad-hoc data audits across multiple countries.

• Identify and document data discrepancies and partner with HR to correct issues.

• Maintain logs and documentation of audit results and follow-up actions.

Reporting & Analytics

• Run, validate, and distribute scheduled Workday reports.

• Build and maintain simple to intermediate-level reports in Workday Report Writer.

• Support ad-hoc reporting needs from global HR and business partners.

HR Transactions & Data Uploads

• Prepare templates and execute routine EIB data uploads in Workday.

• Validate upload results and maintain detailed tracking and documentation. Process Documentation (Focus Area)

• Create, update, and maintain SOPs, process maps, and workflow documentation across all HRIS processes.

• Document procedures for handling tickets, audits, reports, EIB uploads, and recurring tasks.

• Develop user-friendly guides and reference materials for HR partners globally.

• Ensure documentation is always accurate, standardized, and up to date.

Testing & Release Support

• Assist with Workday bi-annual release testing (UAT), including test cases, tracking results, and retesting.

• Support communication and training efforts for global system enhancements.

General Administrative Support

• Maintain logs and trackers for tickets, audits, documentation updates, and recurring tasks.

• Provide timely and professional communication to HR and business partners worldwide.

• Perform additional HRIS operational duties as assigned. Knowledge,

Experience & Skills Required Qualifications

• 2–3 years of Workday experience in HR operations, HRIS support, or shared services.

• Proven experience supporting multiple countries and global HR teams.

• Strong, demonstrated Workday Security knowledge (roles, access troubleshooting, security groups).

• Experience creating and maintaining intermediate and complex Workday reports.

• Strong English communication skills (written and spoken).

• Excellent attention to detail, especially in data and documentation.

• Ability to manage multiple priorities in a fast-paced, global environment.

• Strong analytical, organizational, and problem-solving skills.

Preferred Qualifications

• Experience with Workforce Time & Attendance systems.

• Experience using Ivanti or similar ticketing platforms.

• Experience performing Workday EIB uploads.

• Previous experience developing SOPs or knowledge base documentation.

• Experience in global HR or shared services environments.

If you are a current CANPACK employee, please apply through your Workday account.

CANPACK Group is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, disability, or any other characteristic protected by law or not related to job requirements, unless such distinction is required by law.