Application Support Specialist - US Shift

Fresenius Medical Care; Metro Manila; On-site; PHP 400,000 - 600,000; Full time

Job summary

Fresenius Medical Care Philippines is seeking an Application Support Specialist (Workday Administrator, entry level) to join a global HR IT support team. The role handles tickets, data loads, reports, and training material, with night shifts and onsite three days per week at W5th BGC, Taguig.

You will work with HR users and vendors, participate in release management, and help improve processes while maintaining SLA and SOP requirements.

Qualifications

• Bachelor's degree preferred.
• 1–2 years in technical support and troubleshooting of Workday/ERP modules.
• HR processes knowledge and understanding of HR concepts.

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, troubleshoot, document User support tickets, and drive them to closure following FME processes.
• Interact with Users at all levels, vendors, and customers to support applications and query resolution.
• Implement and test release enhancements, changes, and change requests; participate in release and change management activities.
• Execute data maintenance activities including mass load templates and data updates.
• Collaborate with Global Support Team on incidents requiring escalations.
• Monitor and escalate application errors according to procedures.
• Assist in user acceptance testing with analysts, users, vendors, and customers.
• Update training and communication material with Global Communications and Training teams.
• Manage SLA and SOP requirements.
• Maintain System Change & Documentation Repository.
• Be available for unscheduled incidents, crisis management, and maintenance, including nights/weekends.
• Identify process improvements to enhance regional and global HR operations.

Skills

Night shift adaptability

Great communication

Team player

Cross-functional collaboration

Multitasking

Interpersonal skills

Microsoft Office Suite

Education

Bachelor's degree preferred

Tools

Microsoft Office Suite

Workday

Job description

Job Description:

The Application Support Specialist (Workday Administrator, entry level) is part of a global team providing application support taking care of, but not limited to activities below:

• 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).
• HR User Training delivery (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