Workday Support Specialist

Job title: Workday Support Specialist

• Location: Hyderabad

ABOUT THE FUNCTION

The People Services Technology & Solutions (PPLS) team is a key enabler of Opella's HR digital transformation. It leverages technology to streamline HR processes, optimise system performance, and support operational teams. Following the Workday Greenfield Go-Live, the team ensures business continuity through a hybrid, AI-enabled support model spanning Level 0 (AI self-service) to Level 3 (product ownership).

The L1 Support team acts as the single, centralised first human support layer — close to the business — providing triage, user guidance, demand validation, and operational resolution for Workday-related queries and incidents.

PURPOSE OF THE ROLE

As a Workday L1 Support Specialist, you are an essential member of the first human support layer for Workday at Opella. This is a junior, structured-entry role designed to build deep Workday operational expertise over time. You will handle day-to-day support requests, execute mass data loads following documented procedures, maintain and refresh standard reports, and ensure every ticket is accurately triaged, resolved, or escalated with full documentation. You will work closely with Senior Specialists who will guide, coach, and review your work, helping you grow into an independent Workday practitioner. You will also contribute directly to the AI-enabled support vision by maintaining an up-to-date knowledge base for OpellaGPT and ServiceNow HRSD.

KEY RESPONSIBILITIES

1. Foundation & Workday Operations

• Handle standard foundation data requests: access provisioning, position management support, and supervisory organisation queries, following documented runbooks.

• Execute pre-approved Standard Service Requests (SSRs) under defined procedures: role assignments and standard data updates.

• Perform first-line incident diagnosis: identify the issue, guide users to resolution, and triage to senior colleagues or L2 as needed with full, structured documentation.

• Collect information and coordinate approvals for non-standard service requests under senior guidance.

• Support first-line diagnosis, user guidance, and triage across Core HCM, Foundation, Rewards & Performance, People Success, and External Workforce modules.

• Serve as a point of contact for Workday incidents and service requests raised via ServiceNow HRSD, managing your personal case queue proactively.

2. Mass Data Management

• Execute Workday mass data loads (EIBs / iLoads) using validated templates and documented procedures provided by the senior team.

• Perform pre-load data checks: verify file format, required fields, completeness, and alignment with source data before submission.

• Monitor load results, identify errors, and coordinate corrections with senior colleagues or the data owner; escalate where required.

• Log all load activities accurately; update load documentation and runbooks after each execution.

• Support data integrity checks before and after mass loads; flag anomalies and discrepancies promptly.

3. Workday Reporting – Maintenance & Standard Builds

• Maintain existing standard and custom Workday reports: refresh on schedule, validate outputs, and distribute to stakeholders as per the agreed distribution list.

• Execute standard report requests (SSR) using defined templates and documented procedures, under senior guidance.

• Support the setup and management of report scheduling and distribution lists.

• Investigate report output discrepancies; document findings clearly and escalate to senior colleagues with full context.

• Develop a working understanding of Workday Standard, Custom, and Matrix report types, progressing towards independent builds with coaching.

• Assist in validating report accuracy against source data as directed by senior team members.

4. Data Accuracy & Basic Audit Support

• Apply careful, methodical data quality standards across all ticket handling, data entries, and load executions.

• Validate information before acting; flag anomalies and inconsistencies to senior colleagues without delay.

• Support periodic data and access audit activities as directed, providing accurate documentation of your work.

• Maintain audit-ready records of every load, ticket, and resolution you own.

• Assist in identifying recurring data discrepancy patterns and escalate findings to the senior team for root-cause analysis.

5. ServiceNow HRSD & Ticket Management

• Triage incoming ServiceNow HRSD cases: validate business context, apply the correct service category and priority, and route accurately.

• Manage your personal case queue within SLA targets; flag at-risk tickets to the team lead proactively.

• Provide clear, empathetic user guidance for Workday queries across all supported modules.

• Escalate to senior colleagues or L2 with full context documentation when tickets exceed L1 scope, minimising back-and-forth.

• Follow HRSD workflows and use the HR knowledge base to attempt resolution before escalating.

• Maintain accurate and timely ticket documentation in ServiceNow HRSD after every interaction.

6. AI Enablement & Continuous Improvement

• Document resolution steps clearly and completely for every resolved ticket to enrich the AI knowledge base (OpellaGPT / ServiceNow HRSD).

• Flag recurring issues, error patterns, or user confusion trends to senior colleagues for AI use case identification.

• Participate in team sessions on AI agent training, knowledge base validation, and knowledge base article review.

• Contribute to knowledge sharing within the team; apply feedback from senior colleagues to continuously improve quality.

• Proactively develop Workday functional, mass data, and reporting knowledge through daily practice and structured learning.

7. Governance & Operational Reporting

• Maintain accurate and timely ticket and load documentation in ServiceNow HRSD at all times.

• Support SLA trend reporting as directed by the team lead.

• Assist in annual HR business cycle activities (compensation cycle, year-end review, Your Voice survey) under senior guidance.

• Contribute to user access audit support activities as directed.

SCOPE OF SUPPORT

• Foundation
  • Access provisioning
  • Supervisory organisation and position management queries
  • Standard role assignments
  • Examples: Supervisory org not visible, standard access request, position creation query
• Core HCM
  • First-level diagnosis
  • User guidance
  • Ticket triage
  • Employee lifecycle support
  • Examples: Hire BP stuck, absence balance not updated, employee record query
• Reward & Performance
  • First-level diagnosis
  • Triage
  • Standard report requests
  • One-time correction support under guidance
  • Examples: Bonus not calculating, allowance assignment update
• People Success
  • First-level diagnosis
  • Triage
  • Requisition and recruiter management updates
  • Examples: Requisition stuck in approval, candidate not progressing
• External Workforce
  • Data management
  • Onboarding/offboarding triage
  • Examples: Contingent worker status not updated
• Mass Data Management
  • Execution of mass data loads using validated templates
  • Pre-load checks
  • Error monitoring
  • Load log maintenance
  • Examples: EIB execution for position upload, cost centre update, employee data correction
• Reporting – Maintenance
  • Refresh and validate existing standard and custom reports
  • Schedule and distribution management
  • Discrepancy escalation
  • Standard report builds under guidance
  • Examples: Standard report refresh, report scheduling setup, report output discrepancy
• Data Quality & Audit
  • Pre/post-load data checks
  • Anomaly flagging
  • Access audit support
  • Audit-ready documentation
  • Examples: Data check before mass load, access audit support
• Transversal
  • Knowledge base updates after every resolved ticket
  • Ticket coordination
  • SLA queue management
  • Examples: KB article update, monthly SLA queue review

COMPETENCIES & SKILLS

· Workday Functional Knowledge (Working)

• • Working knowledge of Workday HCM (Core HCM and/or Foundation)
  • Executes standard procedures and resolves common L1 tickets with guidance
  • Actively developing breadth across Rewards, People Success, and External Workforce

· Mass Data Management (Developing)

• • Executes Workday mass data loads (EIBs / iLoads) using validated templates
  • Performs pre-load checks and monitors results
  • Escalates errors with clear documentation
  • Building independence under senior supervision

· Workday Reporting (Basic → Developing)

• • Runs, refreshes, and distributes existing Workday reports
  • Executes standard report requests following defined procedures
  • Learns to build Custom and Standard reports with guidance
  • Developing awareness of Matrix report types

· Data Accuracy & Audit Support (High)

• • Applies strong data quality standards across all activities
  • Validates information before action and flags anomalies immediately
  • Supports audits with accurate and timely documentation

· ServiceNow HRSD (Basic)

• • Creates, manages, and updates HR cases
  • Follows HRSD workflows and uses the knowledge base before escalation
  • Ensures accurate categorisation and prioritisation

· AI Appetence & Digital Mindset (Curious)

• • Curious about AI-enabled HR support
  • Documents resolutions to feed AI learning
  • Understands how knowledge quality impacts AI deflection

· Communication & Customer Service (Strong)

• • Clear, empathetic, and responsive with users
  • Escalates with structured context to reduce back-and-forth

· Collaboration & Learning (Active)

• • Works effectively within the team
  • Applies feedback proactively
  • Continuously develops Workday and HRIS knowledge

QUALIFICATIONS & EXPERIENCE

Essential

• Bachelor's degree in Human Resources, Information Systems, Business Administration, or a related field.

• 1–3 years of experience in HR operations, HRIS support, or shared services.

• Basic to working knowledge of Workday HCM (Core HCM or Foundation modules).

• Exposure to Workday mass data loads (EIBs / iLoads) or equivalent bulk data tools.

• Familiarity with Workday standard reporting: ability to run, refresh, and distribute reports.

• Exposure to a ticketing tool — ServiceNow HRSD experience is a strong advantage.

• Attention to detail and a structured approach to data entry, validation, and documentation.

• Fluent in English; additional languages are an asset.

Preferred

• Workday training or formal HR system education (HCM Fundamentals or equivalent).

• Hands-on experience with ServiceNow HRSD case management or HR knowledge base maintenance.

• GCC or shared services centre background (Hyderabad or Kuala Lumpur preferred).

• Interest in HR technology, AI-enabled tools, or digital self-service platforms.

• Basic awareness of data quality principles and HR data governance concepts.

LEARNING & GROWTH PATH

This role is designed as a structured entry point into the Workday HRIS specialism at Opella. The following milestones outline the expected development journey:

Month 1–2: Shadow senior colleagues on live tickets; complete Workday HCM Fundamentals training; execute first supervised mass data loads.

Month 3–4: Handle standard Foundation and Core HCM tickets independently; run and refresh reports without guidance; maintain clean KB documentation after every resolved case.

Month 5–6: Execute EIBs end-to-end with light supervision; build first Custom reports with coaching; demonstrate consistent SLA adherence on personal queue.

Month 7–12: Handle the majority of L1 tickets independently; develop working knowledge of reporting types (Standard, Custom, Matrix); contribute meaningfully to AI knowledge base; receive recognition from the team lead for documentation quality.

Year 2+: Progress toward Senior Specialist responsibilities: lead complex Foundation tickets, own mass data cycles, build Advanced/Matrix reports, mentor incoming L1 colleagues.

WHAT SUCCESS LOOKS LIKE

✔ Consistent SLA adherence on owned tickets with minimal escalations due to missing or incomplete information.

✔ Mass data loads executed accurately using validated templates; every load logged, documented, and reconciled with zero unresolved errors.

✔ Reports refreshed on schedule and distributed correctly; discrepancies escalated promptly with full context.

✔ Accurate, complete ticket and KB updates after every resolved case — audit-ready at all times.

✔ Demonstrable growth in Workday functional, mass data, and reporting knowledge within the first 6 months.

✔ Active and consistent contribution to the AI knowledge base; resolution patterns documented clearly for OpellaGPT.

✔ Positive feedback from senior colleagues, team lead, and HR users on communication quality and responsiveness.

✔ Increasing independence and reduction in rework or back-and-forth escalations over the first year.

Why us?

At Opella, you will enjoy doing challenging, purposeful work, empowered to develop consumer brands with passion and creativity. This is your chance to grow new skills and be part of a bold, collaborative, and inclusive culture where people can thrive and be at their best every day.

We Are Challengers.

We are dedicated to making self-care as simple as it should be. That starts with our culture. We are challengers by nature, and this is how we do things:

All In Together: We keep each other honest and have each other's backs.

Courageous: We break boundaries and take thoughtful risks with creativity.

Outcome-Obsessed: We are personally accountable, driving sustainable impact and results with integrity.

Radically Simple: We strive to make things simple for us and simple for consumers, as it should be.

Join us on our mission. Health. In your hands.