Workday Support Specialist

Piper Companies is currently searching for an Application Support Specialist to work onsite in Atlanta, Georgia for a fortune 50 technology company.

Responsibilities for the Application Support Specialist include :

• Monitor ticket queues, triage and resolve intake requests and identify incidents
• Provide initial responses to customers or clients to acknowledge receipt of their requests and inform them of the next steps.
• Evaluate incoming requests or issues within the Service Cloud platform to determine their urgency, severity, and complexity.
• Gather data and provide initial response for reported issues, service requests and alerts
• Escalate to Tier 1-2 and/or product expert when necessary
• Check priority levels and investigate/triage based on established guidelines and criteria, ensuring that SEVs and High-Priority issues are addressed promptly.
• Utilize Service Cloud analytics tools to identify trends, recurring issues, and areas for improvement in the triage process.

Required Qualifications for the Application Support Specialist i nclude :

• 2+ years of experience in application support, with a focus on cloud services, HCM recruiting and/or SaaS platforms and hands-on application production support role working on triage, troubleshooting, and coordination on HRIS / ATS systems
• Basic understanding of end-to-end HCM recruiting processes (Workday)
• Proficiency in using Service Cloud, CRM systems, and support ticketing system
• Familiarity with Apex programming language, Visualforce, and Salesforce Lightning framework.
• 3+ years of experience in Salesforce Service Cloud, including administration, customization, configuration, and maintenance.
• 3+ year on application production support role working on triage, troubleshooting, and coordination
• Intermediate SQL skillset
• Strong expertise with rules-based automation, process documentation, and ITSM best practices (ITIL)
• Salesforce Service Cloud Certification and/or Workday HCM Certification

Compensation for the Application Support Specialist include :

• Salary: $45,000-$52,000/ year DOE
• Competitive salary + performance bonus, Unlimited paid leave, 100% employer - paid healthcare benefits (medical, dental vision), Sick leave accrual, 100% paid parental leave - up to 16 weeks, 401k match up to 4%, 12 paid holidays annually

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