Workday HCM Techno-Functional Consultant

Job Title

Workday HCM Techno-Functional Consultant / Analyst

Job Summary

We are seeking a Workday HCM Techno-Functional professional with strong experience in support, reporting, and configuration across Workday HCM modules. The ideal candidate will have hands-on experience in incident management, operational reporting, and performance metrics , with a strong focus on Time to Resolution (TTR) , SLA adherence, and continuous process improvement.

Key Responsibilities

Techno-Functional Responsibilities

• Provide L2/L3 support for Workday HCM modules including:
• Core HCM
• Performance & Talent Management
• Compensation
• Absence / Time Tracking (if applicable)
• Analyze business requirements and translate them into Workday configurations and solutions.
• Perform business process framework (BPF) configuration and troubleshooting.
• Support EIBs, Workday Studio, and integrations with downstream systems.
• Create and maintain calculated fields, condition rules, and custom reports .
• Support UAT, regression testing, and post-production releases .

Operational Reporting & Metrics

• Track, analyze, and report support performance metrics , including:
• Time to Resolution (TTR)
• First Contact Resolution (FCR)
• SLA compliance
• Ticket backlog and aging
• Build and maintain Workday reports and dashboards for operational insights.
• Provide Root Cause Analysis (RCA) for recurring issues and systemic failures.
• Identify trends to proactively reduce resolution time and improve system stability.

Support & Stakeholder Management

• Act as a key point of contact for HR, Payroll, and Business stakeholders .
• Manage incidents and service requests using tools such as ServiceNow, JIRA, or similar .
• Ensure high customer satisfaction by meeting or exceeding defined resolution SLAs .
• Participate in weekly/monthly performance reviews and continuous improvement initiatives.

Required Skills & Experience

Mandatory

• 5+ years of experience in Workday HCM (Techno-Functional)
• Strong hands-on experience in Workday HCM configuration and support
• Proven experience managing Time to Resolution (TTR) and SLA-based support models
• Strong reporting experience using Workday Report Writer
• Experience with incident, problem, and change management
• Ability to perform RCA and impact analysis

Technical Skills

• Workday Core HCM
• Performance & Talent Management
• Business Process Framework (BPF)
• Calculated Fields & Condition Rules
• EIBs, Integrations (Studio / APIs good to have)
• Reporting & Dashboards

Soft Skills

• Strong analytical and problem-solving skills
• Excellent communication with technical and non-technical stakeholders
• Ability to work under SLA pressure and prioritize effectively
• Data-driven mindset with focus on measurable outcomes

Performance Metrics (KPIs)

The role will be measured on:

• Average Time to Resolution (TTR)
• SLA adherence rate
• First Contact Resolution (FCR)
• Ticket backlog reduction
• Recurring issue reduction
• Stakeholder satisfaction scores

Nice to Have

• Workday certification(s)
• Experience in HR operations or shared services
• Exposure to Power BI or external analytics tools
• Agile / ITIL certification

Why This Role

• Business-critical Workday HCM ownership
• Strong focus on performance metrics and measurable impact
• Opportunity to influence operational efficiency and HR transformation

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