Workday Application Support Consultant (AMS)

Location: Remote

Duration: 3-6 Months

Position Summary

The Workday Application Support Consultant will provide ongoing application support, maintenance, administration, configuration, and continuous improvement across enterprise Workday applications. The role is responsible for ensuring system reliability, business continuity, compliance, and an effective user experience within an Application Management Services (AMS) environment.

The consultant will collaborate with HR, Learning, Benefits, Payroll, Finance, IT, project teams, and third-party vendors to resolve incidents, fulfill service requests, implement enhancements, support testing activities, and maintain system integrations.

Scope of Responsibility

Provide functional and technical support across relevant Workday application areas, including:

• Human Capital Management (HCM)
• Project Management
• Learning Management
• Benefits Administration
• Payroll Integrations
• Reporting, Security, Business Processes, and System Integrations

Key Responsibilities

1. Application Support & Operations

• Provide Level 2 and Level 3 support for Workday applications.
• Investigate, troubleshoot, and resolve incidents within agreed service-level targets.
• Conduct root cause analysis and recommend corrective and preventive actions.
• Manage service requests and support tickets through IT service management platforms.
• Support application release management, feature reviews, and impact assessments.
• Monitor integrations, scheduled processes, and data transfers.
• Coordinate with software vendors and internal technical teams to resolve complex issues.

2. Functional Support

Human Capital Management (HCM)

• Support employee lifecycle processes, including hiring, rehire, termination, transfers, and employee data changes.
• Maintain organizational structures, supervisory organizations, and staffing configurations.
• Support business process configurations, approval workflows, and related administrative activities.

Benefits Administration

• Support benefits enrollment, eligibility rules, and related administrative processes.
• Monitor benefits-related integrations and troubleshoot data transmission issues.
• Coordinate testing for benefits configuration updates and periodic plan changes.

Payroll Integrations

• Support inbound and outbound payroll interfaces.
• Investigate integration failures, data discrepancies, and processing exceptions.
• Coordinate with payroll providers and internal teams to support issue resolution and testing.

Project Management

• Support project setup, resource assignments, staffing, cost tracking, and reporting.
• Perform approved configuration updates and troubleshoot transactional issues.
• Assist business users with project-related processes and application functionality.

Learning Management

• Support course administration, enrollment workflows, certifications, learning campaigns, and reporting.
• Maintain learning configurations and support access for relevant user populations.
• Troubleshoot learning content, enrollment, and completion-tracking issues.

Digital Learning Content

• Support the administration and delivery of digital learning assets.
• Monitor content availability and related application integrations.
• Assist users with uploading, maintaining, and publishing learning content.

3. Security & Compliance

• Support application security administration, including security groups, access permissions, and role assignments.
• Assist with periodic access reviews, audits, and compliance activities.
• Ensure application configurations align with organizational security policies and governance standards.
• Support relevant regulatory and audit requirements, as applicable.

4. Reporting & Analytics

• Develop, maintain, and troubleshoot custom and advanced reports, dashboards, and calculated fields.
• Support reporting requirements and improve report performance where appropriate.
• Perform data validation, reconciliation, and reporting accuracy checks.

5. Integrations & Technical Support

• Support application integrations and data exchange processes using available integration tools and frameworks.
• Monitor integration performance, investigate processing exceptions, and coordinate issue resolution.
• Assist with data conversions, bulk data updates, and interface maintenance.
• Support application release testing, regression testing, and deployment activities.

6. Change & Enhancement Management

• Gather business requirements and translate them into application configuration and enhancement solutions.
• Evaluate new application features and identify opportunities for improvement.
• Implement approved enhancements in accordance with established governance processes.
• Prepare technical and functional documentation, process flows, and knowledge articles.
• Support User Acceptance Testing (UAT), production deployments, and post-release validation.

Required Qualifications

• Bachelor's degree in Information Systems, Human Resources, Business Administration, or a related discipline.
• 5+ years of experience supporting Workday applications.
• Strong functional knowledge of Workday HCM and experience in relevant functional areas such as Learning, Benefits, and Project Management.
• Experience supporting application integrations and data exchange processes.
• Knowledge of application security, reporting, and business process configuration.
• Strong troubleshooting, analytical, and problem-solving skills.
• Experience working within ITIL-based Application Management Services (AMS) environments.
• Excellent verbal and written communication skills.

Preferred Qualifications

• Relevant Workday certifications in areas such as HCM, Learning, Benefits, Integrations, Security, or Reporting.
• Experience supporting enterprise or global Workday environments.
• Experience with Workday integration tools and frameworks.
• Knowledge of payroll and benefits administration processes.
• Experience supporting learning management applications and external learner populations.

Key Competencies

• Incident Management and Service Request Fulfillment
• Root Cause Analysis and Problem Management
• Stakeholder and Vendor Management
• Application Configuration and Maintenance
• Release and Regression Testing
• Process Improvement
• Documentation and Knowledge Management
• Customer Service and Communication

AMS Performance Expectations

Performance may be evaluated against agreed service delivery objectives, including:

• Service-level agreement (SLA) compliance
• Incident resolution quality and timeliness
• Reduction in recurring issues
• Application availability and stability
• Integration reliability
• User satisfaction
• Successful application release adoption
• Continuous improvement and automation initiatives

Work Environment

The consultant will work collaboratively with business stakeholders, technical teams, and service providers to maintain application stability, support business operations, and deliver continuous improvements within an AMS environment.