Associate Manager, HRIS Support

Prudential Services Asia; Kuala Lumpur; On-site; MYR 72,000 - 108,000; Full time

Job summary

Prudential Services Asia in Kuala Lumpur is seeking an HRIS Support Analyst to be the first point of contact for Workday and other HR systems. You will manage cases from intake to resolution, troubleshoot routine issues, and maintain data quality across Prudential’s HR systems landscape.

The role collaborates with HRIS Specialists, SMEs and Leads to elevate complex issues, support operations, and ensure a positive user experience.

Qualifications

• Degree in Information Systems or a related discipline.
• Four+ years of experience in HR systems support, shared services, service desk, or related environment.
• Experience supporting Workday and ServiceNow is mandatory.
• Familiarity with ticket management and service delivery processes.
• Basic understanding of HR processes and employee lifecycle activities is desirable.

Responsibilities

• Serve as the first point of contact for enquiries and requests related to Workday and other HR systems.
• Manage assigned cases from intake through resolution or escalation, in accordance with service levels and procedures.
• Investigate, troubleshoot, and resolve routine HR system issues using established processes and documentation.
• Escalate complex issues to HRIS Specialists, SMEs or Leads when required.
• Maintain accurate case records and communicate status to users.
• Support routine Workday administration activities, including user access maintenance and data updates.

Skills

Customer-focused

Attention to detail

Communication

Problem-solving

Multitasking

Collaboration

Education

Bachelor's degree in Information Systems

Tools

Workday

ServiceNow

Job description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

The HRIS Support Analyst serves as the first point of contact for enquiries and requests relating to Workday and other HR systems. The role is responsible for managing support cases, resolving routine system issues, maintaining data quality, and supporting HR users in accordance with established processes, service standards, and governance requirements. The incumbent works closely with HRIS Specialists, SMEs and Leads to elevate complex issues, support operational activities, and contribute to a positive user experience across Prudential’s HR systems landscape.

Key Responsibilities

• Serve as the first point of contact for enquiries and requests related to Workday and other HR systems.
• Manage assigned cases from intake through resolution or escalation, in accordance with agreed service levels and support procedures.
• Investigate, troubleshoot, and resolve routine HR system issues using established processes, knowledge articles, and support documentation.
• Escalate complex issues to HRIS Specialists, SMEs or Leads, where required.
• Maintain accurate and timely case records, updates, and resolutions within the ticket management system.
• Communicate effectively with users on case status and follow-up actions.

Workday Administration & Operational Support

• Support routine Workday administration activities, including user access maintenance and approved data updates.
• Perform mass data upload activities in Workday based on approved requests and documented procedures.
• Conduct data validation checks and prepare standard validation reports for stakeholder review prior to production updates.
• Support organisation and worker data maintenance activities in accordance with established governance and controls.
• Assist in ensuring data accuracy and completeness within HR systems.

Reporting & Knowledge Management

• Prepare standard and simple ad-hoc reports using Workday reporting tools based on approved business requests.
• Maintain and update FAQs, user guides, and knowledge articles to support user self‑service.
• Support users with system navigation and understanding of established HR system processes.
• Assist in delivering user briefings or process walkthroughs based on existing procedures and business requirements.

Continuous Improvement

• Identify recurring issues or trends from support cases and share observations with HRIS Specialists and Leads.
• Participate in improvement initiatives to enhance user experience and operational efficiency.
• Support testing and validation activities related to system fixes, enhancements, and releases.

Qualification & Experience

Education

• Degree in Information Systems, or a related discipline.

Experience

• Minimum 4 years of experience in HR systems support, shared services, service desk, or a related operational support environment.
• Experience supporting Workday, ServiceNow are mandatory.
• Familiarity with ticket management and service delivery processes.
• Basic understanding of HR processes and employee lifecycle activities is desirable.

Key Competencies

• Customer-focused and service-oriented mindset
• Attention to detail and data accuracy
• Good written and verbal communication skills
• Problem-solving within defined procedures
• Ability to manage multiple requests in a structured environment
• Collaborative and proactive approach to learning

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.