Application Support Specialist - US Shift

Fresenius Medical Care; Metro Manila; On-site; PHP 400,000 - 700,000; Full time

Job summary

Fresenius Medical Care in Metro Manila is seeking an HRIS/Workday support specialist to provide application support and resolve tickets for HR users. The role requires data maintenance, release testing, and collaboration with global teams.

You will work onsite at Taguig, three days per week, and may be required for night shifts or after-hours support. Strong communication and HR process knowledge are essential for success.

Qualifications

• Bachelor's degree in a related field.
• 1–2 years' experience in technical support for Workday/ERP modules.
• Experience with HR processes (HCM, Absence & Time-off, Benefits, Compensation, Job Catalogue, HR Adm, HR IT and HR Reporting).
• Strong troubleshooting and ticket resolution skills.
• Excellent communication and cross-functional collaboration.
• Ability to work night shifts and report onsite as required.

Responsibilities

• Provide Workday application support and resolve tickets assigned by HR Users.
• Update and manage tickets using the ticketing tool; document and drive to closure per FME processes.
• Collaborate with Users, vendors and customers to support applications and queries.
• Assist in release testing, change management, documentation, and deployment of applications.
• Execute data maintenance including mass load templates and data changes.
• Escalate incidents to Global Support as needed and monitor error handling.

Skills

Workday knowledge

Ticket management

Data maintenance

Stakeholder management

Communication skills

Team collaboration

Education

Bachelor’s degree

Tools

Microsoft Office Suite

Workday

ERP systems

Job description

Job Description

• Queries, requests, and issues resolution
• Data support, Maintenance and Mass Data Load support
• Regular & Custom Report preparation and support
• Updating and delivery of training material (as needed).
• Functionality Enhancement Support (as needed)
• Workday Release Management Support (as needed)

Candidates should be amenable to working night shifts and must be willing to report onsite at W5th BGC, Taguig, three (3) days per week as required.

Duties & Responsibilities

• Develop and maintain technical knowledge for Workday application and provide application support and resolution of Tickets assigned by the HR Users
• Use the ticket management tool to update ticket’s progress. Trouble-shoot, document User support tickets, and drive them to closure in a timely manner following FME processes.
• Interact with Users at all levels of the organization as well as vendors and customers, as needed, to support the applications and query resolution.
• Implement and test of new release enhancements and changes and change requests. Participate in release and change management activities including testing, documentation, and deployment of applications.
• Execute data maintenance activities including preparation of mass load transaction templates, update supervisory organization, cost center, company, location and custom organizational structures, transaction data changes, run data audit reports etc.
• Interact with Global Support Team on incidents that require escalations
• Actively monitor and research application error handling, and elevate problems using defined escalation procedures.
• Collaborate with business analysts, end users, vendors, and customers to assist in user acceptance testing.
• Updating Training & Communication material in collaboration with Global Communications and Training team to support HR Users
• Manage SLA and SOP requirements
• Maintain System Change & Documentation Repository
• Will be expected to be available to provide support on an as needed basis when there are unscheduled incidents, crisis management, and scheduled maintenance. This can include nights and weekends
• Identify process improvement opportunities focused and improving the effectiveness and efficiency of the Region or GBS Center, as well as sharing best practices with HR operations teams in other GBS Center as appropriate

Requirements:

• Bachelor’s degree from University preferred.
• Minimum of 1- 2 years of experience in technical support and troubleshooting of Workday/ERP modules
• Enterprise Resource Planning knowledge in the following areas/modules preferred: Workday: ERP System-Modules, Human Capital Management (HCM), HR Core, Absence & Time-off, Benefits, Compensation, Job Catalogue, HR Adm, HR IT and HR Reporting.
• Good understanding of HR business processes. Familiar with standard concepts, procedures and practices within HR
• A good team player with the ability to manage diverse stakeholder group with differing requirements
• Good collaboration and ability to work cross functions and cultures beyond borders
• Ability to manage multiple assignments and tasks simultaneously with flexibility and pro activeness
• Should be able to Work in a continuously changing environment.
• Great communication and interpersonal skills
• Expert in Microsoft Office Suite