Workday Service Desk Analyst

Shift: North America Shift

Why we're hiring:

WPP is at the forefront of the marketing and advertising industry's largest transformation. Our Global CIO is leading a significant evolution of our Enterprise Technology capabilities, bringing together over 2,500 technology professionals into an integrated global team. This Team will play a crucial role in enabling the ongoing transformation of our agencies and functions.

The Workday and HR Systems Service Desk Analyst is responsible for providing comprehensive support to users of full-suite Workday and other HR systems. This role involves troubleshooting technical issues, offering guidance on system functionalities, and ensuring a seamless user experience. The analyst will collaborate with ET, HR, and other departments to resolve issues and enhance system processes.

What you'll be doing:

• Incident Management: Manage the logging, tracking, and resolution of Workday and HR Systems-related incidents and service requests, ensuring timely and accurate responses.
• Process Improvement: Identify and implement process improvements to enhance the efficiency of the service desk operations.
• Ticket Housekeeping: Manage tickets throughout the full lifecycle, including making sure tickets are maintained to set standards, progress within SLAs and completed.
• Knowledge Base: Contribute to maintaining the Workday Knowledge Base at designated stages in the ticket lifecycle.
• User Support: Provide advanced support for complex Workday issues.
• Reporting: Generate and analyse service desk performance reports, identifying trends and areas for improvement.
• Collaboration: Work closely with other ET, Finance, Finance Shared Service Centre, People teams and business units to ensure seamless support and integration of Workday solutions.
• Compliance: Ensure all service desk activities comply with organizational policies, procedures, and regulatory requirements.

What you'll need:

Proven experience in working in a service desk or support team

• Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues.
• Have a good understanding of Joiners/Movers/Leavers processes
• A strong awareness of knowledge management ethics
• An understanding of both ITIL and Agile values
• Excellent verbal and written communication skills, with the ability to interact effectively with technical and non-technical stakeholders
• A strong commitment to providing exceptional customer service
• Flexibility to be able to work a range of shifts
• Ability to adapt to changing priorities and work effectively in a fast-paced environment.
• Experience of HR and Finance Applications, Workday in particular
• Experience of Service Management toolsets, ideally Jira/Confluence and ServiceNow

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We aim to create a culture in which people can do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?

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