Customer Support Specialist- HRIS/ERP

Schedule: Assigned shift - 8:00 AM-4:00 PM OR 11:00 AM-7:00 PM

What You’ll Do

• Support employees through a Resource Center, answering questions and troubleshooting issues related to the new Workday system
• Manage a high volume of cases via phone, email, and chat - prioritizing and following through to resolution
• Log, track, and update cases in the case management system until closed
• Escalate issues that go beyond Level 1 troubleshooting to the appropriate backend support or project teams
• Coordinate with back-end support teams and other project stakeholders as needed
• Quickly learn new processes and adapt as the project evolves through go-live and beyond, This role follows the project’s go-live timeline, so the work arrangement changes over the engagement

• Strong customer service and communication skills across phone, email, and chat
• Ability to manage high case volumes, prioritize effectively, and follow through to resolution
• Comfortable working in a fast-paced, constantly changing environment
• Strong problem-solving, accountability, and escalation judgment
• Ability to coordinate across teams and stakeholders

What Makes You Stand Out

The client is specifically looking for candidates who’ve been on the other side of a system like this before - either as someone who used an HRIS/ERP system themselves, or supported others using one. Any prior exposure to Workday, SAP, Oracle, or PeopleSoft - whether as an end user or in a support capacity - is a real plus and will help you ramp up faster.

Nice-to-have:

• Prior hands-on experience with Workday and/or ServiceNow
• Specific exposure to Workday Finance or Supply Chain modules
• Prior experience supporting an ERP go-live or hypercare period - if you’ve done this before, you already know what the first few weeks after a system launch feel like, and that experience matters here