Workday Operations Analyst Job Listing at Piedmont Airlines in Salisbury, MD (Job ID R1009492)

Description

We can't wait to share our passion for aviation with you! Join a team that works hard, cares for each other and offers plenty of opportunities to grow.

At Piedmont Airlines, our strength is the way we deliver industry-leading service to our customers and airline partners. To continue our standard of excellence, Piedmont is seeking a motivated, reliable professional to join our team as a HRIS Operations Analyst in our Human Resources Information System (HRIS) & Strategy Department. You'll play a pivotal role in enabling our team members to utilize Workday effectively in their day-to-day activities. You will be responsible for providing support for our HR systems and acting as a liaison for Workday technical assistance. The successful candidate will have exceptional attention to detail and the ability to work both independently and in a team environment. This position will report to the Workday Product Manager. 

Essential Duties:

• Analyze incoming requests to offer comprehensive face-to-face customer service; address team member inquiries via email, chat, or through the Workday Help platform; provide support across various Workday modules, including but not limited to, Core HCM, Recruiting, Benefits, and Talent

• Serve as the primary point of contact for tier I team member inquiries, ensuring data integrity within the HR management system; escalate to tier II as needed

• Research, troubleshoot, and efficiently resolve requests submitted through Workday Help

• Create and manage third party vendor and SharePoint tickets as required

• Collaborate with case solvers to ensure swift case resolution

• Proactively review cases to meet Service Level Agreements, preventing any backlog

• Maintain thorough case notes for each inquiry or request

• Assist subject matter experts (SMEs) with escalated team member inquiries; redirect team members appropriately for out-of-scope inquiries.

• Troubleshoot and resolve issues within your scope. Provide comprehensive information regarding items escalated to other service teams

• Apply policies, procedures, and guidelines thoughtfully, while setting standards for communication skills, work ethic, and judgment

• Act as a subject matter expert, contributing to the improvement of knowledge articles and guides as needed

• Participate in testing and supporting Workday releases and updates; this involves researching functionalities, conducting testing, and educating user groups on enhancements when applicable

• Contribute to the expansion of internal Workday knowledge through hands-on training for HRIS and other support teams

• Document internal processes and procedures, as well as ensuring regular updates to these documents to reflect any necessary changes or enhancements

• Coordinate and actively participate in troubleshooting reported issues, ensuring prompt resolutions

• Assist with HRIS data audits and cleanup activities

• Understand the functionality & use of Enterprise Interface Builder (EIBs) and mass load data as needed

• Manage Workday Alerts and provide follow up to SMEs until resolution

• Identify usage patterns within the system and potential opportunities for process improvement

• Provide support for basic configuration updates and testing, as needed, including addressing requests related to outdated tasks, to-do list updates, HCM tenant setup data, etc.

Job Qualifications and Competencies:

• Associate degree or equivalent experience

• HRIS technical work experience or support department experience

• Ability to collaborate in virtual and remote environments

• Able to exercise a high level of professionalism and confidentiality in dealing with sensitive data and business information

Preferred Qualifications:

• Workday functional expertise and familiarity with technical offerings

• One (1) year of Workday Recruiting, Human Capital Management (HCM), and Talent Modules including Workday implementation and post-implementation experience, with a focus in release management, optimization, and/or backlog management

• One (1) year of technical writing and training experience

• Workday Pro Certification

Work Environment:

• Standard office environment, use of computers and other office equipment

The above statements provide a brief description of the general nature of work performed and are not intended to be a complete list of responsibilities, duties, and skills required for this position. Duties and expectations are subject to change as needed.

Employment is contingent upon a clear driving record, 10-year Criminal History Records Check, and drug screen as required. We also require proof of high school or GED completion. Minimum 18 years of age.

Benefit package includes paid training, holiday pay, 401(k), vacation, and family travel on the American Airlines network.  Medical and dental available.

Starting Rate:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. ​

In addition to a competitive salary, we offer performance-based bonuses and relocation packages, subject to company policy and performance metrics.

Job Application Deadline: