Job Title
Workday HCM Techno-Functional Consultant / Analyst
Job Summary
We are seeking a Workday HCM Techno-Functional professional with strong experience in support, reporting, and configuration across Workday HCM modules. The ideal candidate will have hands-on experience in incident management, operational reporting, and performance metrics, with a strong focus on Time to Resolution (TTR), SLA adherence, and continuous process improvement.
Key Responsibilities
Techno-Functional Responsibilities
- Provide L2/L3 support for Workday HCM modules including:
- Core HCM
- Performance & Talent Management
- Compensation
- Absence / Time Tracking (if applicable)
- Analyze business requirements and translate them into Workday configurations and solutions.
- Perform business process framework (BPF) configuration and troubleshooting.
- Support EIBs, Workday Studio, and integrations with downstream systems.
- Create and maintain calculated fields, condition rules, and custom reports.
- Support UAT, regression testing, and post-production releases.
Operational Reporting & Metrics
- Track, analyze, and report support performance metrics, including:
- Time to Resolution (TTR)
- First Contact Resolution (FCR)
- SLA compliance
- Ticket backlog and aging
- Build and maintain Workday reports and dashboards for operational insights.
- Provide Root Cause Analysis (RCA) for recurring issues and systemic failures.
- Identify trends to proactively reduce resolution time and improve system stability.
Support & Stakeholder Management
- Act as a key point of contact for HR, Payroll, and Business stakeholders.
- Manage incidents and service requests using tools such as ServiceNow, JIRA, or similar.
- Ensure high customer satisfaction by meeting or exceeding defined resolution SLAs.
- Participate in weekly/monthly performance reviews and continuous improvement initiatives.
Required Skills & Experience
Mandatory
- 5+ years of experience in Workday HCM (Techno-Functional)
- Strong hands-on experience in Workday HCM configuration and support
- Proven experience managing Time to Resolution (TTR) and SLA-based support models
- Strong reporting experience using Workday Report Writer
- Experience with incident, problem, and change management
- Ability to perform RCA and impact analysis
Technical Skills
- Workday Core HCM
- Performance & Talent Management
- Business Process Framework (BPF)
- Calculated Fields & Condition Rules
- EIBs, Integrations (Studio / APIs good to have)
- Reporting & Dashboards
Soft Skills
- Strong analytical and problem-solving skills
- Excellent communication with technical and non-technical stakeholders
- Ability to work under SLA pressure and prioritize effectively
- Data-driven mindset with focus on measurable outcomes
Performance Metrics (KPIs)
The role will be measured on:
- Average Time to Resolution (TTR)
- SLA adherence rate
- First Contact Resolution (FCR)
- Ticket backlog reduction
- Recurring issue reduction
- Stakeholder satisfaction scores
Nice to Have
- Workday certification(s)
- Experience in HR operations or shared services
- Exposure to Power BI or external analytics tools
- Agile / ITIL certification
Why This Role
- Business-critical Workday HCM ownership
- Strong focus on performance metrics and measurable impact
- Opportunity to influence operational efficiency and HR transformation
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