Job Summary: The Manager, HRIS Tier II Support leads the delivery of enterprise Workday support services and is accountable for the end-to-end Tier II service model, user experience, and case management performance. This role oversees a team of HRIS Specialists and Analysts and is responsible for ensuring consistent, scalable, and high-quality support across the organization.
This leader owns the Workday Help strategy (Knowledge Articles & Case Management), defines and manages KPIs and SLAs, analyzes support trends to identify systemic issues, and drives preventative solutions in partnership with Tier III, Payroll, HR, and IT. The Manager serves as a strategic thought partner to the Director of HRIS in improving service delivery, reducing repetitive defects, and enhancing the overall Workday end-user experience.
Job Responsibilities:
Service Delivery & User Experience Leadership
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Own the Tier II support model, including intake, triage, escalation pathways, and SLA governance
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Define, monitor, and report on KPIs (case volume, resolution time, backlog, defect trends, customer satisfaction)
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Drive continuous improvement initiatives based on analytics and recurring issue patterns
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Partner with Tier III to eliminate root causes of repetitive tickets through configuration, training, or process redesign
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Lead strategy and governance for Workday Help (knowledge content lifecycle, case categorization, user self-service enablement)
Team Leadership & Performance Management
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Manage and develop a team of 2+ HRIS Specialists/Analysts
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Establish performance expectations aligned to SLAs and service quality standards
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Coach team members on problem solving, customer engagement, and technical proficiency
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Conduct performance evaluations and talent development planning
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Operational Excellence & Data Analytics
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Analyze support metrics and trends to identify systemic risks and improvement opportunities
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Conduct periodic data audits in partnership with HR, Payroll, and Tier III
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Develop reporting dashboards to provide visibility into service performance and issue patterns
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Make data-driven recommendations to improve configuration, reduce operational risk, and enhance adoption
Workday Support & Functional Oversight
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Serve as escalation point for complex Tier II issues
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Support Workday deployment, feature releases, and adoption initiatives
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Participate in functional testing and user acceptance testing
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Manage Workday Community access and serve as backup Named Support Contact (NSC)
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Maintain system access for Workday Help, Community, and Learning in alignment with governance standards
Training & Enablement
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Partner with Learning & Development to ensure effective end-user training materials (job aids, guides, videos)
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Identify training gaps based on support trends and drive proactive education initiatives)
Experience:
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5+ years of progressive HRIS or HR systems experience
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3+ years leading a support team or service delivery function
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Experience using analytics to identify trends and drive preventative solutions
Knowledge, Skills and Abilities:
- Deep understanding of Workday case management and end-user support models
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Strong knowledge of KPIs, SLAs, service metrics, and reporting dashboards
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Strong customer experience mindset with executive-level communication capability
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Proven ability to influence cross-functional stakeholders
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Advanced problem-solving and root cause analysis skills
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Proficiency in Workday reporting and Microsoft Office Suite
Supervisor Responsibilities:
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This role is a Leader of People role and will manage a team with two or more full-time employees
Education
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Bachelor’s degree in HRIS, HR, IT, Business, or related discipline
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Combination of experience and education may be substituted for degree
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Certifications: HRIP, Workday Pro, SHRM, or PHR/SPHR preferred
Work Environment:
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While performing the duties of this job, the employee is exposed to typical risks of injury in an office environment.
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Duties include a typical office setting including extensive computer work, sitting or standing.
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Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Must adhere to the company’s Code of Conduct and all other policies.
Safety Requirements:
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Follows all departmental and company safety policies and programs.
EQUAL OPPORTUNITY EMPLOYER
As an Equal Opportunity Employer, Wayne-Sanderson does not discriminate on the basis of race, creed, color, religion, gender (sex), sexual orientation, gender identity, marital status, national origin, ancestry, age, disability, citizenship status, a person’s veteran status or any other characteristic protected by law or executive order.
