Workday Service Desk Analyst

Job Description

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.

Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore.

WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.

Our people are the key to our success. We&aposre committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

Shift Time : APAC

Why we&aposre hiring:

WPP is at the forefront of the marketing and advertising industry&aposs largest transformation. Our Global CIO is leading a significant evolution of our Enterprise Technology capabilities, bringing together over 2,500 technology professionals into an integrated global team. This Team will play a crucial role in enabling the ongoing transformation of our agencies and functions.

The Workday and HR Systems Service Desk Analyst is responsible for providing comprehensive support to users of full-suite Workday and other HR systems. This role involves troubleshooting technical issues, offering guidance on system functionalities, and ensuring a seamless user experience. The analyst will collaborate with ET, HR, and other departments to resolve issues and enhance system processes.

What you&aposll be doing:

- Incident Management: Manage the logging, tracking, and resolution of Workday and HR Systems-related incidents and service requests, ensuring timely and accurate responses.
- Process Improvement: Identify and implement process improvements to enhance the efficiency of the service desk operations.
- Ticket Housekeeping: Manage tickets throughout the full lifecycle, including making sure tickets are maintained to set standards, progress within SLAs and completed.
- Knowledge Base: Contribute to maintaining the Workday Knowledge Base at designated stages in the ticket lifecycle.
- User Support: Provide advanced support for complex Workday issues.
- Reporting: Generate and analyse service desk performance reports, identifying trends and areas for improvement.
- Collaboration: Work closely with other ET, Finance, Finance Shared Service Centre, People teams and business units to ensure seamless support and integration of Workday solutions.
- Compliance: Ensure all service desk activities comply with organizational policies, procedures, and regulatory requirements.

What you&aposll need:

- Proven experience in working in a service desk or support team
- Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues.
- Have a good understanding of Joiners/Movers/Leavers processes
- A strong awareness of knowledge management ethics
- An understanding of both ITIL and Agile values
- Excellent verbal and written communication skills, with the ability to interact effectively with technical and non-technical stakeholders
- A strong commitment to providing exceptional customer service
- Flexibility to be able to work a range of shifts
- Ability to adapt to changing priorities and work effectively in a fast-paced environment.
- Experience of HR and Finance Applications, Workday in particular
- Experience of Service Management toolsets, ideally Jira/Confluence and ServiceNow

Who you are:

You&aposre open:We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working.

You&aposre optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You&aposre extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we&aposll give you:

Passionate, inspired people We aim to create a culture in which people can do extraordinary work.

Scale and opportunity We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge

We believe the best work happens when we&aposre together, fostering creativity, collaboration, and connection. That&aposs why weve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

Please read our Privacy Notice (https://www.wpp.com/en/careers/wpp-privacy-policy-for-recruitment) for more information on how we process the information you provide.

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