Workday Team Lead

Job Summary

The Workday Team Lead owns day-to-day Workday application support for a Grant Thornton US Workday team that is moving its support work from US-based consultants to Auxis. This is the first role in Auxis's new Business Application Support area, which starts with Workday, and the Team Lead is accountable for building the team, setting its standards, and delivering consistent, high-quality service. The role leads the Workday System Administrators and acts as the primary point of contact for the client, presenting service performance and building a strong working relationship with client stakeholders, with a scope similar to a Service Delivery Manager for the Workday service.

Responsibilities

• Lead, coach, and develop the Workday System Administrators, setting priorities, assigning work, and reviewing quality and performance.
• Serve as the primary point of contact for the client's Workday stakeholders, building a strong relationship and presenting service status, performance, and priorities to client leadership.
• Own day-to-day Workday support delivery, including incidents, service requests, and change requests, ensuring work is resolved within agreed service levels.
• Lead the transition of Workday support from the client's current US-based consultants, including knowledge transfer, documentation, and a controlled handover of responsibilities.
• Oversee Workday configuration and maintenance, including business processes, security roles and domains, calculated fields, reports and dashboards, and EIB-based data loads.
• Plan and coordinate Workday release and update cycles, including impact analysis, regression testing, and tenant management across environments.
• Own SLA and KPI measurement and reporting for the Workday service, producing accurate and timely reporting for internal leadership and client stakeholders.
• Establish and maintain support standards, including runbooks, configuration documentation, and knowledge articles that keep the team consistent and the service auditable.
• Ensure change control, access management, and approvals for Workday are followed and traceable, and support audits and compliance activities.
• Serve as the escalation point for complex Workday issues, coordinating with client Workday leadership, functional owners, and other Auxis teams.
• Identify and drive continuous improvement and automation opportunities based on trends in incidents and requests.
• Participate in hiring and onboarding for the team and help shape how the Business Application Support area grows beyond Workday.

Skills and Experience

Required Qualifications

• English B2+/C1

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field, or equivalent professional experience.
• 5+ years of hands-on Workday experience in support (AMS) or implementation, covering configuration, reporting, and EIB.
• At least 2 years leading, supervising, or mentoring a team of technical or functional resources.
• Working knowledge of Workday security, business process configuration, and change control in a production environment.
• Demonstrated experience as a client-facing lead, including presenting service performance to client or executive stakeholders.
• Working knowledge of support and ITSM practices such as incident, request, and change management, including SLA and KPI reporting.
• Strong analytical and problem-solving skills, including trend analysis of support data.
• Excellent verbal and written communication skills in English (C1 or equivalent); comfortable presenting to client leadership and building client relationships.

Preferred Qualifications

• Workday certification (for example HCM, Financials, or Reporting).
• Experience in a managed services, AMS, or outsourced delivery environment supporting enterprise clients.
• Experience taking over support from a consultant or vendor model, including knowledge transfer and handover.
• Experience with Workday integrations (such as Core Connectors or Workday Studio).
• Familiarity with ServiceNow or an equivalent ticketing tool, and ITIL Foundation or equivalent.
• Bilingual English/Spanish a plus.

Technical Skills & Tools

• Workday HCM and/or Financials: configuration, business processes, security, and reporting (Advanced, Matrix, and Composite reports, calculated fields).
• Workday data and integration tools: EIB, Core Connectors, and Studio.
• Ticketing or ITSM platform (ServiceNow or equivalent) for incident, request, and change tracking.
• SLA/KPI reporting and dashboarding tools (ITSM native reporting, Excel, Power BI).
• Presentation tools for client service reviews (PowerPoint).