Workday Core HCM and Business Process Analyst

About the Opportunity

Provide first-line Workday support across Core HCM and the employee lifecycle, acting as the team’s principal capability for business-process investigation, routing and worker-data issues.

Key Responsibilities

• Provide first-line Workday support across Core HCM and the employee lifecycle, acting as the team’s principal capability for business-process investigation, routing and worker-data issues.
• Primary functional coverage
• • Core HCM worker and organisational data
• • Hire
• • Change Job
• • Termination
• • Onboarding
• • Business-process routing and approval chains
• • Basic security-role and access investigation
• • Employee and manager self-service queries
• • Standard reporting and data-validation support
• Key responsibilities
• • Monitor, classify, prioritise and resolve assigned incidents and service requests.
• • Investigate worker-lifecycle transactions that have stalled, routed incorrectly or produced unexpected outcomes.
• • Resolve standard Core HCM data and process issues within the agreed Tier 1 scope.
• • Validate worker, supervisory-organisation and job-related data before escalating.
• • Diagnose business-process steps, approvals, conditions and routing issues.
• • Prepare complete escalation packs for Tier 2 or Tier 3, including reproduction steps, evidence and business impact.
• • Support approved EIB activity and post-load validation where Core HCM data is affected.
• • Maintain Core HCM and business-process knowledge articles.
• • Identify repeat issues and propose improvements to guidance, training or process controls.
• • Participate in shift handovers and record all open actions clearly.
• Required experience
• • Hands-on Workday Core HCM support experience.
• • Practical understanding of Hire, Change Job, Termination and Onboarding processes.
• • Ability to investigate business-process routing and approval issues.
• • Experience working with worker data and performing structured data validation.
• • Previous AMS, production-support or shared-services experience.
• • Experience using an incident-management platform such as ServiceNow or Jira.
• • Understanding of Workday security and the importance of controlled access to employee information.
• • Clear written communication and disciplined case documentation.
• Preferred experience
• • Workday HCM certification.
• • EIB execution or validation experience.
• • Experience supporting global employee populations.
• • Exposure to Recruitment, Compensation, Absence or Time Tracking.
• • Experience creating knowledge articles and user guidance.
• Success indicators
• • Accurate resolution of Core HCM and business-process tickets.
• • Low avoidable escalation and reopening rates.
• • Complete, timely ticket documentation.
• • High-quality Tier 2/Tier 3 escalation packs.
• • Reduction in recurring employee-lifecycle issues through better knowledge content.
• The specialisms should not create three isolated silos. All three analysts should meet a common operating baseline.
• Common functional baseline
• Each analyst should be able to:
• • Resolve standard Core HCM queries.
• • Understand worker-lifecycle business processes.
• • Read business-process history and recognise common routing failures.
• • Perform basic data validation.
• • Understand the purpose and controls surrounding EIBs.
• • Recognise security, privacy and segregation-of-duties concerns.
• • Identify when a ticket is outside Tier 1 scope.
• Common AMS baseline
• Each analyst should be able to:
• • Own a ticket from receipt to resolution or accepted escalation.
• • Categorise and prioritise incidents consistently.
• • Work to agreed response and resolution targets.
• • Record meaningful diagnostic and resolution notes.
• • Produce a complete Tier 2/Tier 3 escalation.
• • Maintain and use knowledge articles.
• • Participate in shift handovers.
• • Identify recurring incidents and improvement opportunities.
• • Communicate effectively with HR users, functional specialists and service leadership.
• Common working requirements
• • Ability to work the agreed IST and UK-aligned shift pattern.
• • Ability to operate effectively in a remote team.
• • Flexibility to provide reasonable cross-cover.
• • Strong written and spoken communication.
• • Consistent attention to quality and detail.
• • Experience handling sensitive employee information.
• • Willingness to cross-train across the team’s Workday scope.

Required Technical Skills

Good-to-Have / Preferred Skills