Eminds.ai - Workday HCM Techno-Functional Consultant

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 :

- Core HCM

- Performance & Talent Management

- Compensation

- 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 :

- Time to Resolution (TTR)

- First Contact Resolution (FCR)

- SLA compliance

- 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 :

- 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