Application Support Specialist

The Application Support Specialist provides operational and transactional support for HR applications, primarily Workday and related systems. This role serves as an initial point of contact for system-related inquiries, basic troubleshooting, data maintenance, business process support, and user assistance.

Working under established procedures and guidance from senior team members, the specialist helps ensure accurate system transactions, data integrity, and timely resolution of support requests. The role also participates in testing activities, documentation updates, and routine system administration tasks that support HR operations.

Duties & Responsibilities:

Application Support

• Provide first-level support for Workday and related HR applications.
• Respond to user inquiries and support requests following established procedures.
• Troubleshoot routine system issues and escalate complex cases as appropriate.
• Document support activities and maintain accurate case records.
• Follow service level expectations for ticket management and resolution.
• Contribute to the maintenance of knowledge articles and support documentation.

Business Process Support

• Support HR business processes within Workday.
• Process routine transaction corrections, rescinds, and cancellations.
• Assist with employee and contingent worker data maintenance activities.
• Support updates to system configurations based on documented requirements.
• Follow established controls to ensure data accuracy and compliance.

Data Management

• Perform routine data maintenance and validation activities.
• Support mass uploads and data updates using approved tools and templates.
• Provide support for Workday-related changes and transactions, ensuring accuracy and timely completion.
• Review data for completeness and accuracy.
• Maintain documentation related to system transactions.

Workflow and Security Support

• Support Workday Inbox and task management activities.
• Process delegation and access requests following defined procedures.
• Assist with user account administration and password reset requests.
• Coordinate with internal teams when additional support is required.
• Follow security and compliance requirements when processing requests.

Compensation and Performance Support

• Assist with annual compensation and performance management activities.
• Support data entry and validation.
• Help ensure process timelines and requirements are communicated accurately.
• Escalate issues to senior team members as needed.

Document Management Support

• Assist in maintaining document templates and related system content.
• Support troubleshooting of document generation issues.
• Perform updates based on approved business requirements.

Testing and Process Improvement

• Participate in User Acceptance Testing (UAT) activities.
• Execute test scripts and document results.
• Identify issues and escalate findings appropriately.
• Suggest opportunities for improving team processes and documentation.
• Support implementation activities under guidance from senior team members.

Collaboration and Support

• Partner with HR and internal stakeholders to support operational activities.
• Provide timely updates on assigned work and support requests.
• Participate in team meetings, training sessions, and knowledge-sharing activities.
• Support audits, and other operational initiatives as assigned.

Qualifications:

• Bachelor's Degree in Human Resources, Information Systems, Business Administration, Computer Science, or a related field, or equivalent work experience.
• At least six months to 1 year of experience in HR Operations, Application Support, System Administration, Customer Support, or a related field.
• Experience using HR systems or business applications is preferred.
• Exposure to Workday, other Human Capital Management (HCM), ServiceNow, other ticketing systems is an advantage.
• Basic knowledge of HR systems and business processes.
• Familiarity with Microsoft Excel and other tools.
• Ability to learn system functionality and troubleshooting techniques.
• Experience with ticketing systems is preferred.
• Understanding of data accuracy and quality standards.

Core Competencies

• Strong attention to detail.
• Customer-focused mindset.
• Effective written and verbal communication skills.
• Ability to follow established processes and procedures.
• Good organizational and time management skills.
• Ability to work collaboratively within a team environment.
• Willingness to learn and develop technical and operational expertise.