What You'll Do

• Serve as the first level of review and support for HRIS and Workday requests submitted through JIRA, ensuring requests are acknowledged, assessed, and appropriately routed.
• Support the day-to-day management of the JIRA ticket queue by reviewing new tickets, prioritizing routine requests according to established guidelines, monitoring aging items, updating statuses, and following up as needed.
• Evaluate incoming tickets for completeness, urgency, business impact, dependencies, and appropriate next steps.
• Resolve routine Workday questions, requests, transactions, and data issues using established procedures and documented solutions.
• Proactively request missing information or clarification when a ticket does not contain sufficient details to investigate or complete the request accurately.
• Escalate complex, high-risk, time-sensitive, or unresolved issues to the appropriate HRIS team member with clear documentation of the issue, troubleshooting performed, supporting information, and recommended next steps.
• Maintain complete and timely JIRA documentation, including the original request, investigation performed, actions taken, stakeholder communication, decisions, and final resolution.
• Monitor open tickets and dependencies and proactively follow up when information, approvals, testing, or action is outstanding.
• Identify tickets at risk of missing established service expectations or deadlines and escalate appropriately.
• Complete assigned routine Workday transactions and employee data updates across the employee lifecycle, according to established procedures, approval requirements, and role-based access.
• Review source documentation and validate key information, including employee names, dates, organizations, positions, statuses, and other relevant data, before completing Workday transactions.
• Perform post-transaction quality checks and follow documented validation steps to confirm that changes were processed accurately, escalating unexpected results or potential downstream impacts.
• Research employee and HRIS data discrepancies, reconcile information between source documentation and Workday, resolve routine issues, and escalate exceptions when necessary.
• Support Workday testing for system updates, enhancements, fixes, and configuration changes, including executing test scripts, validating expected results, documenting defects, and tracking issues through resolution.
• Assist with documenting and maintaining HRIS workflows and process maps, including process steps, responsibilities, handoffs, and escalation paths.
• Develop and maintain SOPs, process guides, job aids, user instructions, FAQs, and HRIS knowledge articles to improve consistency and reduce repeat questions.
• Review existing workflows and documentation periodically to ensure they remain accurate and aligned with current Workday functionality and business processes.
• Identify recurring tickets, data issues, bottlenecks, or manual processes and share observations and potential improvement opportunities with the HRIS team.
• Support routine data audits, reconciliations, and validation activities to maintain HRIS data integrity.
• Prepare, send, track, and validate manual HR notifications, ensuring communications are accurate, timely, and sent to the appropriate recipients.
• Partner collaboratively with Talent & Culture (HR), Payroll, Benefits, Talent Acquisition, Compensation, IT, and other stakeholders as necessary to investigate and resolve HRIS requests.
• Handle employee and organizational data in accordance with established privacy, confidentiality, and information-security requirements.

What You Bring

• 1–2 years of experience supporting Workday within HR, HRIS, People Operations, Shared Services, or a similar environment.
• Hands-on experience reviewing or processing employee data and transactions in Workday.
• Experience using JIRA or a comparable ticket/case-management platform, including reviewing, assigning, prioritizing, documenting, tracking, escalating, and resolving support requests.
• Demonstrated ability to manage a ticket queue independently, balance competing priorities, and follow requests through to resolution.
• Experience creating or maintaining workflows, process documentation, SOPs, job aids, or knowledge articles.
• Strong attention to detail with the ability to identify missing, inconsistent, or potentially inaccurate information.
• A proactive approach to work, including the ability to identify outstanding actions, anticipate potential issues, and follow up without waiting for direction.
• Strong problem-solving and investigative skills with the judgment to distinguish between issues that can be resolved independently and those requiring escalation.
• Ability to follow detailed procedures while recognizing opportunities to improve existing processes.
• Strong organizational and time-management skills with the ability to manage multiple tickets, recurring responsibilities, and deadlines simultaneously.
• Clear written and verbal communication skills, including the ability to document technical or process-related information in a way that is understandable to different audiences.
• Ability to work collaboratively with colleagues and stakeholders across teams, locations, and time zones.
• Ability to appropriately handle confidential employee and organizational information.
• Bachelor's degree or equivalent relevant professional experience.

What Will Help You Succeed

• Experience supporting Workday Core HCM and one or more related areas such as Recruiting, Benefits, Compensation, Talent, Absence, or other employee lifecycle functionality.
• Experience with JIRA-based HRIS support operations, including queue management, ticket prioritization, escalation, and reporting.
• Experience creating process maps and end-to-end workflow documentation.
• Experience conducting employee data audits, reconciliations, or validation activities.
• Familiarity with system-testing practices, including executing Workday test scripts, validating results, documenting defects, and supporting issue resolution.
• Ability to identify patterns across support tickets and recommend improvements through documentation, process changes, training, automation, or system enhancements.
• Demonstrated ownership and initiative: actively monitoring the queue, recognizing what needs attention, following up on stalled requests, surfacing risks, and communicating when escalation is required.