Overview

Provide global system support using Workday Case Management and ServiceNow for escalated HR inquiries and broader L2 support operations. Focus on advanced troubleshooting of Workday business processes, analysis, and configurations for effective case resolution.

Tasks Summary

• Provide hands-on Workday configuration analysis and troubleshooting across HR modules
• Support resolution of complex global HR system cases escalated to HRSPA
• Analyze and troubleshoot Business Processes, calculated fields, and security configurations
• Support functional testing cycles, UAT, and release management activities
• Translate business requirements into technical Workday solutions aligned with best practices
• Identify opportunities for process optimization and automation
• Use Workday Case Management and ServiceNow as tools to support effective case resolution
• Ensure compliance with UNHCR data protection and privacy standards
• Collaborate with multiple stakeholder groups across DPM, regional offices, and IT counterparts

Experience Requirements

Minimum 1 year of experience working with HRIS/ERP systems, including direct Workday configuration or technical support experience. Hands-on experience with Workday back-end configuration, including Business Process definitions, Calculated fields, and Workday security framework. Experience supporting production Workday tenants in a global environment. Experience operating in L2/L3 client support models and resolving complex system issues. Familiarity with enterprise case management platforms (i.e. Workday Case Management and/or ServiceNow). Exposure to change management initiatives in international or multinational organizations.

Qualification Requirements

High School Diploma with 4 years relevant experience; or Bachelor’s degree or higher with 2 years relevant experience. Certificates and/or Licenses: Business Administration; Information Technology; International Relations.

Other Details

Languages Required: English fluency

Languages Preferred:

Contract Duration: 6 months

Work Modality: REMOTE

Remuneration: