Workday Support Analyst

Job Description

Our client is seeking a detail-oriented and customer-focused Workday Support Analyst to join their HR Technology team on a 12-month contract, with potential extension up to 18 months. This role will play a critical part in supporting the organization’s HR systems environment, acting as the first point of contact for HRIS-related requests and helping ensure the stability, efficiency, and continuous improvement of Workday processes.

Contract Details

• Duration: 12 months (extendable to 18 months)
• Work Model: Hybrid – Downtown Toronto

Responsibilities

• Serve as the primary Tier 1 support resource for HRIS-related inquiries, incidents, and service requests submitted through ServiceNow or similar ticket management platforms.
• Provide day-to-day support for Workday modules, including Core HCM, Absence Management, Benefits, and Recruiting.
• Triage, investigate, troubleshoot, and resolve system issues while ensuring timely escalation of complex requests to appropriate support teams.
• Monitor incoming service requests and maintain adherence to established SLAs, ensuring a high level of customer satisfaction.
• Partner with HR, Payroll, Benefits, Talent Acquisition, and IT stakeholders to resolve system-related inquiries and process challenges.
• Coordinate and administer Change Advisory Board (CAB) activities for HR technology initiatives and system enhancements.
• Track change requests, approvals, implementation schedules, and post-deployment activities while maintaining comprehensive documentation.
• Support Agile delivery processes, including sprint planning, backlog refinement, stand‑ups, retrospectives, and task management activities.
• Participate in Workday release cycles, including testing, validation, issue logging, and user acceptance support.
• Assist with configuration testing and verification of new Workday functionality, enhancements, and bug fixes.
• Create, maintain, and update process documentation, knowledge articles, user guides, and operational procedures.
• Identify recurring system issues and trends through ticket analysis and recommend improvements to enhance operational efficiency.
• Support data quality initiatives through validation, auditing, and reporting activities.
• Collaborate with HRIS team members to improve self‑service capabilities and reduce recurring support volumes.
• Contribute to ongoing HR technology projects and process optimization initiatives as assigned.

Qualifications

• Post‑secondary education in Human Resources, Information Systems, Business Administration, Computer Science, or a related discipline.
• 2+ years of experience supporting HRIS platforms in a corporate or enterprise environment.
• Hands‑on experience supporting Workday Core HCM, with additional exposure to Absence Management and Benefits strongly preferred.
• Experience managing support tickets within ServiceNow or a similar IT Service Management (ITSM) platform.
• Solid understanding of HR processes including employee lifecycle management, leave management, and benefits administration.
• Experience troubleshooting system issues, conducting root‑cause analysis, and documenting resolutions.
• Familiarity with change management practices and structured system governance processes.
• Exposure to Change Advisory Board (CAB) coordination, documentation, and release management activities.
• Working knowledge of Agile principles and participation in Agile ceremonies within a project or support environment.
• Experience supporting testing activities, user acceptance testing (UAT), and Workday release validation.
• Strong organizational and prioritization skills with the ability to manage multiple concurrent requests.
• Advanced attention to detail and a commitment to data accuracy.
• Excellent verbal and written communication skills with the ability to interact with both technical and non‑technical stakeholders.
• Proficiency with Microsoft Office applications, including Excel, Word, Outlook, and Teams.
• Experience creating process documentation, knowledge‑base articles, and end‑user training materials is considered an asset.
• Knowledge of Workday security, business processes, reporting, or configuration is considered a strong asset.

Equal‑Opportunity Statement

Affinity is an equal‑to‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit and business need.

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