Application Support Specialist - US Shift

Fresenius Medical Care; Taguig; On-site; PHP 300,000 - 480,000; Full time

Job summary

Fresenius Medical Care in Taguig is seeking an entry-level Application Support Specialist (Workday Administrator) to provide day-to-day support for Workday modules and HR processes, including data maintenance, reporting, and training material updates. You will manage tickets, assist in release/testing activities, collaborate with global teams and HR users, and participate in night shifts.

The role requires onsite reporting three days per week at W5th BGC, Taguig, with flexibility for shifts as

Qualifications

• Bachelor’s degree preferred.
• 1–2 years of technical support for Workday/ERP.
• ERP knowledge in Workday modules such as HCM, HR Core, Absence & Time-off, Benefits, and Compensation.
• Strong understanding of HR processes.
• Ability to work with diverse stakeholder groups.
• Excellent communication and interpersonal skills.
• Proficient with Microsoft Office Suite.

Responsibilities

• Develop and maintain technical knowledge for Workday and provide application support and resolution of Tickets.
• Use ticket management to update progress; troubleshoot and document tickets to closure.
• Interact with users at all levels, vendors, and customers to support applications and queries.
• Assist in release management activities including testing, documentation, and deployment.
• Execute data maintenance: mass load templates, update orgs, cost centers, locations, and data changes.
• Collaborate with Global Support on escalations.
• Monitor and investigate application errors and escalate as needed.
• Support user acceptance testing with business analysts and end users.
• Update training and communication material with Global Communications and Training teams.
• Manage SLA and SOP requirements.
• Maintain system change and documentation repository.
• Be available for unscheduled incidents, maintenance, nights and weekends.
• Identify process improvement opportunities across regions and share best practices.

Skills

Ticket management

User support

Stakeholder management

Communication

Team collaboration

Problem solving

Attention to detail

Education

Bachelor’s degree

Tools

Workday

MS Office

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