Job Description
About the Role:
We are seeking a highly experienced Senior Application Support Engineer with 8+ years of experience in enterprise application support, specializing in Workday and FIS platforms. The ideal candidate will be responsible for ensuring the stability, performance, and availability of critical business applications, managing incidents, troubleshooting complex issues, coordinating with business stakeholders, and supporting ongoing enhancements and integrations.
Responsibilities
Application Support & Operations
- Provide L2/L3 production support for Workday and FIS applications.
- Monitor application health, performance, and availability to ensure SLA compliance.
- Investigate, troubleshoot, and resolve application issues within defined timelines.
- Perform root cause analysis (RCA) for recurring incidents and implement preventive measures.
- Coordinate incident, problem, and change management activities.
Workday Support
- Support Workday HCM, Payroll, Benefits, Talent, Recruiting, Time Tracking, and Financials modules as applicable.
- Troubleshoot Workday integrations, reports, calculated fields, business processes, and security configurations.
- Assist with Workday releases, testing, and deployment activities.
- Support EIBs, Workday Studio integrations, and third-party system interfaces.
FIS Support
- Provide support for FIS applications and related financial systems.
- Analyze transaction processing issues and data discrepancies.
- Support interfaces between FIS and upstream/downstream systems.
- Work with business and vendor teams to resolve application and operational issues.
Integration & Data Management
- Support system integrations using APIs, web services, middleware, and file-based interfaces.
- Perform data validation, reconciliation, and troubleshooting.
- Assist in batch processing, job scheduling, and monitoring activities.
Stakeholder Management
- Collaborate with business users, vendors, development teams, and infrastructure teams.
- Communicate incident status, risks, and resolution updates to stakeholders.
- Participate in governance meetings and support audits/compliance requirements.
Continuous Improvement
- Identify opportunities for process automation and operational efficiency.
- Develop and maintain support documentation, knowledge articles, and runbooks.
- Participate in application upgrades, enhancements, and implementation projects.
Required Skills & Qualifications
- Minimum 8+ years of experience in Application Support, Production Support, or Application Maintenance.
- Strong hands-on experience with Workday.
- Experience supporting FIS applications and financial systems.
- Strong understanding of ITIL processes (Incident, Problem, Change, and Service Management).
- Experience with application monitoring and ticketing tools such as ServiceNow.
- Knowledge of SQL, database concepts, and data analysis.
- Experience supporting integrations, APIs, web services, and middleware platforms.
- Excellent communication and stakeholder management abilities.
