Tier 2 Specialist WD

This position is part of Global People Tech BU, within the People Services Team reporting to the Manager based out of Hyderabad.

The purpose of this role is to:

• Manage HR queries from employees using the procedures provided and articles in the knowdge base
• Work in the case management tool to report each case and progress on the resolution
• Provide customer service to the employees mainly on People Services queries verbally and in writing
• Provide Level 2 functional and technical support and follow through to resolution in an effective and timely manner  
• Understand change requirements at global and regional levels and translate them into actionable process and system changes 
• Conduct impact and root cause analysis, manage communications, and influence decisions to align with the support model and the business strategic objectives.   
• Initiate change requests, test and implement system updates.
• Liaise with key stakeholders to identify pain points and implement sustainable solutions to ensure a high level of quality for Core HR master data.
• Assess and test new functional enhancements for semi-annual releases.     
•  Support for Global Processes (providing guidelines and support, administrating and coordinating the data needed for the process via preparation, corrections, loads… , managing functional and technical issues across the process), 
• Contribution to Change Management roadmap as part of support activities, local contribution to end-user user adoption and continuous feedback.
• Knowledge management through the team and the development of local tools to ensure a high level of support (documentation, knowledge sharing…), contribution to knowledge transfer and education of first levels of support (Employee Contact Center, P&C Partners, HR Data Management teams…).
• Cooperate transversally to serve as a liaison between People Services and Digital to provide systems support and analysis to leverage technology solutions to meet the needs of end users of HR and non-HR systems
• Work closely with the People Services People Life Cycle GPO team, as well as all stakeholders such as P&C, R&P, Talent Acquisition, Internal Control, Digital Operations, to ensure constant alignment
• Work closely with the Captive Centers in the management of Support & Service Requests, and in identifying synergies
• Ensure compliance with internal control requirements of Globally defined Model, according to People Services Global Core Model

About you

• 3 to 4 years of Experience in Workday environment is mandatory
• Experience in assisting with Global Projects (HR projects to be specific)
• Ability to work in an international, and functional matrix environment
• Ability to interact with internal and external stakeholders in a professional manner
• Team player, able to work collaboratively transversally with an end-to-end mindset
• Good communication skills
• Attentive to customer needs and feedback
  • Ability to organize, prioritize and structure the workload for oneself, the team, as well as for stakeholders
• Action oriented, delivery driven, change agent, responsive
  • Solution oriented, deductive and analytical skills
  • Ability to identify the proper solution to address a specific business issue
  • Ability to translate from a business requirement to a technical requirement and provide an applicable solution to the business.
• Working knowledge and experience in WD Security – Role assignments, SOX Audit, reports extraction. (Not mandatory, Willing to learn).

Expected skills

Functional

• Broad understanding of HR process and activities (essential)
• Awareness of data privacy rules (GDPR etc.) (advantageous)
• Strong problem solving, deductive and analytical skills (advantageous)

Technical

• Computer literate and familiar with HR / Human Capital Management related tools & systems as e.g., Workday (Mandatory)
• Knowledge of Microsoft Office with advance level proficiency in Excel (essential)
• Knowledge and experience in SNOW (ServiceNow)

Interpersonal

• Ability to interact with internal and external clients in a professional manner (essential)
• Team player, able to work collaboratively transversally and with HRS front line teams with an end-to-end mindset (essential)
• Good communication skills (advantageous)
• Attentive to customer needs and feedback (advantageous)

Leadership

• Organized and structured to execute tasks as per deadlines (essential)
• Attentive to detail and works with precision (advantageous)
• Action oriented, delivery driven, change agent (advantageous)