Description :

Job Title :

Workday HCM Techno-Functional Consultant / Analyst

Job Summary :

We are seeking a Workday HCM Techno-Functional professional with strong experience in support, reporting, and configuration across Workday HCM modules. The ideal candidate will have hands-on experience in incident management, operational reporting, and performance metrics, with a strong focus on Time to Resolution (TTR), SLA adherence, and continuous process improvement.

Key Responsibilities :

Techno-Functional Responsibilities :

- Provide L2/L3 support for Workday HCM modules including :

a. Core HCM

b. Performance & Talent Management

c. Compensation

d. Absence / Time Tracking (if applicable)

- Analyze business requirements and translate them into Workday configurations and solutions.

- Perform business process framework (BPF) configuration and troubleshooting.

- Support EIBs, Workday Studio, and integrations with downstream systems.

- Create and maintain calculated fields, condition rules, and custom reports.

- Support UAT, regression testing, and post-production releases.

Operational Reporting & Metrics :

- Track, analyze, and report support performance metrics, including :

a. Time to Resolution (TTR)

b. First Contact Resolution (FCR)

c. SLA compliance

d. Ticket backlog and aging

- Build and maintain Workday reports and dashboards for operational insights.

- Provide Root Cause Analysis (RCA) for recurring issues and systemic failures.

- Identify trends to proactively reduce resolution time and improve system stability.

Support & Stakeholder Management :

- Act as a key point of contact for HR, Payroll, and Business stakeholders.

- Manage incidents and service requests using tools such as ServiceNow, JIRA, or similar.

- Ensure high customer satisfaction by meeting or exceeding defined resolution SLAs.

- Participate in weekly/monthly performance reviews and continuous improvement initiatives.

Required Skills & Experience :

Mandatory :

- 5+ years of experience in Workday HCM (Techno-Functional)

- Strong hands-on experience in Workday HCM configuration and support

- Proven experience managing Time to Resolution (TTR) and SLA-based support models

- Strong reporting experience using Workday Report Writer

- Experience with incident, problem, and change management

- Ability to perform RCA and impact analysis

Technical Skills :

- Workday Core HCM

- Performance & Talent Management

- Business Process Framework (BPF)

- Calculated Fields & Condition Rules

- EIBs, Integrations (Studio / APIs good to have)

- Reporting & Dashboards

Soft Skills :

- Strong analytical and problem-solving skills

- Excellent communication with technical and non-technical stakeholders

- Ability to work under SLA pressure and prioritize effectively

- Data-driven mindset with focus on measurable outcomes

Performance Metrics (KPIs) :

The role will be measured on :

- Average Time to Resolution (TTR)

- SLA adherence rate

- First Contact Resolution (FCR)

- Ticket backlog reduction

- Recurring issue reduction

- Stakeholder satisfaction scores

Nice to Have :

- Workday certification(s)

- Experience in HR operations or shared services

- Exposure to Power BI or external analytics tools

- Agile / ITIL certification

Why This Role :

- Business-critical Workday HCM ownership

- Strong focus on performance metrics and measurable impact

- Opportunity to influence operational efficiency and HR transformation