Workday Support - Senior Associate

Key Responsibilities:

• Provide Level 1 application support, resolving or triaging incidents and service requests efficiently within Service Level Agreements (SLAs).
• Ensure comprehensive documentation for incidents and service requests.
• Demonstrate a strong understanding of product functionalities and customer needs, applying this knowledge to manage incidents and service requests.
• Coordinate with designated resolvers (Level 2), global teams, and other territories for unresolved issues.
• Support established service delivery governance and ensure high-quality, up-to-date documentation (e.g., knowledge articles) for continuous improvement.
• Collaborate with service enablers to build and deploy new or enhanced services, ensuring thorough service validation and testing prior to implementation.
• Coordinate with global teams and other PwC territories.
• Support change management for all changes to processes and system functionalities.
• Assist with global projects and optimization efforts conducted within the Middle East and globally.
• Regularly report to the manager on resolution statuses.
  
  
  

Ideal Candidate Profile:

• 1 to 2 years of experience in an application support team within a managed service and/or IT service desk environment.
• Exposure to all Workday modules and their functionalities
• Familiarity with the ServiceNow platform is an added advantage.
• Ability to clearly and effectively communicate in English (both oral and written).
• Strong analytical skills, results-oriented, and ability to work in a dynamic environment.
• Ability to work under pressure and manage multiple tasks.
• Excellent interpersonal skills and a team player.
• Workday / ITIL certifications would be considered an asset but not a requirement.