Miracle Software Systems is looking for Workday SME and Workday Support Analyst position at Visakhapatnam location.
Requirement:
Position Title: Workday SME and Support Analyst
Location: Visakhapatnam, AP(Onsite)
Key Responsibilities
- Incident Management & Triage
- Serve as the primary contact for Workday-related incidents and service requests
- Perform intake, categorization, prioritization, and triage of tickets
- Troubleshoot and resolve Tier 1 and Tier 2 issues in accordance with SLAs
- Escalate complex issues to Tier 3 (functional analysts or technical teams) as needed
- Maintain clear documentation of issue resolution steps and root cause
Tier 1 Support (Front-Line Support)
Provide end-user assistance for:
- Employee Self Service (ESS)
- Manager Self Service (MSS)
- Basic HCM transactions
- Absence submissions and approvals
- Support password resets, access issues, and navigation questions
- Guide users through standard workflows and self-service processes
- Maintain knowledge base articles and user documentation
Tier 2 Support (Functional Troubleshooting)
- Investigate data discrepancies and workflow failures
- Support reporting-related issues (standard/custom reports)
- Troubleshoot business process framework errors
- Assist with EIB file loads and data corrections
- Perform initial root cause analysis before escalation
Functional Support
Provide support across Workday functional areas, which may include:
- HCM
- Recruiting
- Benefits
- Absence
- Payroll
- Performance/Talent
- Compensation
Assist users with navigation, self-service transactions, approvals, and process steps in Workday.
Help ensure business processes are followed correctly and consistently.
Service Operations & Governance
- Monitor ticket queues and ensure SLA compliance
- Participate in incident trend analysis to identify recurring issues
- Support Workday biannual release testing (regression testing)
- Maintain documentation of configurations and common issues
- Partner with HR and IT stakeholders to improve service quality
