The Team Member Services Specialist Workday serves as team members’ and colleagues point-of-contact for complex questions, processing mass uploads in Workday, input and control data in Workday regarding leaves of absences.
Provides support for Supervisory Organizations for managers in Workday :
Execution and delivery of HR Services
Delivers support to company managers and team members, is responsible for answering team members’ queries, educating them about Workday and / or knowledge management system or routing them to the appropriate individual (CEOs) while tracking all customer contact in the internal corporate database
First escalation point of contact for Tier 1. Educates Tier 1 about Service Now, Workday and any other processes and procedures
Achieves performance measures and adheres to established customer service standards and Service Level Agreements (SLAs)
Provides information and resolution to issues pertaining to calls and emails in a timely, courteous and professional manner, providing high-quality, timely and professional customer service
Approves, corrects, rescinds or initiates Workday transactions as per relevant requests, such as Assign Roles, Change Organization Assignments for Worker, Change Organization Assignments for Workers by Organization, Freeze Position, Job Requisition Change, Move Workers (Supervisory), Personal Information Change, Request Compensation Change, Request Leave of Absence, Review Leave of Absence
Processes mass uploads in Workday, input and control data in Workday regarding leaves of absences, maintain information stored for supervisory organizations.
Performs data entry into Workday as necessary
Manages cases in case management system Service Now according to established ways of working and interact with other departments when reassigning them
Resolves Service Now tickets such as Leave of Absence & Return to Work, Onboarding, Workday Transactions, Bulk Manager Change, Candidate Inquiries, Contractor Upload, Large Scale Employee Data Changes, Merit / Bonus, Onboarding, PDR Performance & Development Process, Separated Employee Inquiries
Partners with other TMS team members to resolve issues or for supplemental information, shares newly gathered knowledge with other TMS team members
During high call volumes works as a backup to Tier 1 : answers calls, resolves case managements tickets, approves workday transactions assigned to Tier1
Data Management, Reporting and Auditing
Monitors dashboards in Service Now (for example HR Agent), identifies any anomalies
Prepares and conducts active practice / shadowing sessions for new team members at the end of their trainings
Proposes cost saving or quality improvements
Takes initiative to maintain documentation and current knowledge and understanding of People policies, practices and procedures.
2 to 3 years of experience in an HR function,
Very good knowledge of English (B2 or higher) and German (B2 or higher)
Experience in HR Shared Services for a global company (is an asset)
Critical Skills / Knowledge
Customer, service mind-set and a proactive way of working to service the customers in a can do attitude.
Experience in working in HR systems such as Workday and strong working knowledge of MS Office
Experience using Case Management software is an asset
Excellent communication skills, ability to operate in international, matrix organization and consumer oriented attitude
Ability to work independently and as a team member
HR administration experience / awareness of HR policies and procedures
Analytical capability to analyze, interpret data and provide insight
Position requires initiative to participate in cross-functional project teams
Ability to handle multiple tasks simultaneously in a fast-paced environment
Ability to handle confidential and sensitive information
What We Offer
Being a part of the international team and exposure to our global business and how we work across a variety of markets including, the US, UK, Germany, Italy.
Open and trusted teamwork in which we value fun along the way.
Casual atmosphere and all of that you will experience in our modern and comfortable office space.
Attractive benefits that include among others private medical care, life insurance, myBenefit platform, MultiSport.
Well stocked and modern designed kitchens with fruits on weekly basis, tea, coffee machines and more.
Relax rooms with gaming consoles and billiards.