Service Center
CSCS TX
Key Responsibilities

1. Tier 2 Operational Support & Escalation Management
• Serve as the Tier 2 escalation point for complex Workday issues routed from HR Support (Tier 1) - including business process errors, configuration questions, data discrepancies, and access problems.
• Triage incoming escalations, assess root cause, and resolve issues within defined SLA windows; log all cases in the ticketing system with clear documentation of root cause and resolution.
• Identify and monitor recurring issue themes across the support queue to surface systemic problems for remediation or escalation to the Lead HRIS Analyst.
• Escalate unresolved or technically complex issues to the Lead HRIS Analyst or Workday IT with full context, impact assessment, and supporting documentation.
• Maintain a working knowledge of the tiered support model and RACI to ensure issues are routed, owned, and closed efficiently.

2. Data Integrity & System Audits
• Perform routine data audits and system integrity checks across Workday modules (HCM, Payroll, Benefits, Time, Absence, Talent) to identify and remediate data gaps, errors, or inconsistencies before they impact downstream processes or reporting.
• Build, schedule, and run audit reports and queries to validate data quality; document findings and track remediation actions to closure.
• Partner with HR functional teams to research and resolve data discrepancies, ensuring corrections are completed in compliance with data governance standards.
• Support pre- and post-cyclical audit activities (e.g., open enrollment, merit, year-end payroll) to confirm data accuracy before critical HR processes execute.

3. EIB Data Loads & Mass Data Operations
• Execute Enterprise Interface Builder (EIB) data loads for approved HR data transactions - including mass updates to worker records, compensation, job profiles, organizational assignments, and benefits data.
• Validate and reconcile pre-load data files against source data and business rules; document validation steps and obtain required approvals before executing any load.
• Perform post-load audits to confirm data accuracy and completeness; investigate and resolve load errors or exceptions promptly.
• Maintain an EIB load log - tracking all executed loads, file versions, approvals, load results, and any post-load corrections - as part of the operational governance record.
• Partner with HR Operations, Payroll, and Total Rewards teams to coordinate timing of data loads within payroll and processing calendars.

4. System Governance, Standards & Controls
• Maintain and enforce system governance standards for Workday configuration, business process design, security role assignments, and data entry - ensuring changes follow the approved change control process.
• Monitor and maintain Workday security role assignments; flag and escalate unauthorized or anomalous access patterns to the Lead HRIS Analyst.
• Support internal and external audit requests by producing documentation, access reports, and configuration evidence in a timely and organized manner.
• Ensure all system changes, configurations, and data operations are documented in accordance with HRIS CoE governance standards and organizational data privacy policies.
• Stay current on Workday release notes and evaluate operational impact of R1/R2 feature changes; communicate relevant updates to the HR Support team.

5. Reporting & Analytics
• Build, generate, and distribute standard and ad hoc Workday reports to support HR Operations, Payroll, Compliance, and leadership needs.
• Maintain a library of operational reports with clear naming conventions, owner documentation, and refresh schedules.
• Support data requests related to workforce analytics, compliance reporting, and cyclical HR processes - delivering accurate, audit-ready outputs.

6. Configuration Support & Testing
• Assist with configuration changes to Workday business processes, condition rules, notifications, and foundational data as directed by the Lead HRIS Analyst or HRIS Manager.
• Participate in testing cycles for Workday updates, new configurations, and R1/R2 release changes - executing test scripts, logging defects, and confirming resolutions before production deployment.
• Maintain and update operational documentation including process guides, configuration notes, and support playbooks.

Qualifications

Required
• Bachelor's degree in Human Resources, Information Systems, Business Administration, or equivalent work experience.
• 3+ years of hands-on Workday HCM experience, including configuration, business process management, and reporting.
• Demonstrated experience executing EIB data loads - including file preparation, validation, execution, and post-load reconciliation.
• Experience performing data audits and system integrity checks in Workday; ability to build and interpret audit reports and queries.
• Familiarity with HRIS governance practices, change control processes, and data privacy standards.
• Experience working within a tiered support model; ability to triage, document, and escalate issues clearly and efficiently.
• Strong attention to detail and comfort working with large, complex data sets.
• Proficiency with Microsoft Office Suite; strong Excel skills for data validation and reconciliation.
• Excellent written and verbal communication skills; able to translate technical issues for non-technical HR audiences.

Preferred
• Workday Pro certification in HCM, Payroll, Benefits, Time Tracking, or Absence.
• Experience with Workday reporting tools including custom reports, calculated fields, and composite reports.
• Knowledge of Workday security role model and access provisioning processes.
• Familiarity with Workday R1/R2 release cycles and operational impact assessment.
• Experience supporting payroll, benefits, or time and absence operations in Workday