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Job Category Employee Success Group Job Details
Manage a team of global analysts providing production support
for HRIS systems portfolio to include Workday, Concierge/Salesforce
Service Cloud, Work.com , Recall, and new applications that are
implemented within the organization.
Manage and resolve Tier 2 & 3 case escalations within SLA,
guiding the team to provide high-quality and accurate
Oversee management of user access and system security using the
principle of least privilege to ensure strict data security for all
Support SOX and compliance initiatives to ensure adherence to
internal/external compliance standards.
Assist with User Acceptance Testing to ensure changes to HR
systems or reliant on HR systems are functioning properly.
Collaborates with other departments relative to the interface of
HR systems with other critical systems
Support standard and ad hoc reports, templates, dashboards,
scorecards, and metrics.
Identify and lead continuous improvement initiatives
Support projects such as Mergers and Acquisitions, system
projects, and other technology deployments.
Qualifications and Experience:
At least 5-7 years previous experience in human resources system
environment or equivalent.
Previous supervisory, people management, or team lead experience
preferred, specifically managing a geographically dispersed global
Systematic thinker with a high degree of proficiency in Workday,
Salesforce Service Cloud, and other HR applications.
4+ years experience in one or more of the following areas:
project management, HR Workforce applications support, customer
Ability to think critically, analyze, and interpret
employee/employment data and root cause analysis.
Ability to problem-solve, triage, and work through production
issues to come to a resolution and determine root cause
Ability to support the employee and customer experience through
several communication vehicles (e-mail, phone, and chat).
Ability to manage multiple responsibilities in a fast-moving,
high-volume environment while effectively managing time,
prioritizing assignments, and working within deadlines.
Possess an aptitude toward process improvement and a willingness
to proactively recommend new ways of doing work more
Must be well organized with keen attention to detail with
demonstrated effective follow-up skills.
Ability to create a collaborative teamwork environment by
incorporating a positive attitude, a sense of humor, being
supportive in words and actions, embodying the culture of
Salesforce, and communicating at all levels both within the
existing team & anyone outside the direct reporting structure.
High degree of motivation and initiative to seek out additional
responsibilities volunteering for special projects, identifying
oneself as a go-to individual, flexibility with change, and a
passion for the team, the employee experience, and the company.
Microsoft Excel experience required.
Workday Certification is preferred or willingness to complete
certification after hire.
Bachelor's degree required.
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