Business Systems Services Manager

About the role

This role focuses on administering and improving Freshworks' Workday platform. You will collaborate with various departments to ensure Workday supports business processes, provides accurate data, and offers a positive user experience. The position involves system configuration, enhancements, reporting, testing, and issue resolution while maintaining strong data integrity.

Key facts

What you'll do

• Administer and support the Workday platform daily.
• Configure and maintain Workday business processes, organizations, and security.
• Troubleshoot system issues and work with stakeholders and Workday Support for resolution.
• Ensure system configurations meet business needs and governance standards.
• Gather business requirements and recommend scalable Workday solutions.
• Lead the design, testing, and deployment of system enhancements.
• Evaluate new Workday functionality and coordinate feature adoption.
• Document configurations, processes, and system changes.
• Stay informed on upcoming Workday releases and assess their impact.
• Partner with the Release Management team for planning and testing.
• Coordinate business testing to validate changes and confirm readiness.
• Communicate release updates and recommendations to HR stakeholders.
• Ensure data integrity and consistency within Workday.
• Support stakeholders with operational reporting and monitor scheduled reports.
• Partner with reporting teams to define requirements and troubleshoot data issues.
• Participate in data audits and quality reviews.
• Support inbound and outbound Workday integrations with IT teams.
• Troubleshoot integration issues and validate data flows.
• Manage Workday support cases and coordinate with Workday resources.
• Lead cross-functional discussions to drive alignment and decision-making.
• Build partnerships to understand business needs and recommend Workday solutions.
• Influence outcomes using HR process knowledge, Workday expertise, and data insights.
• Drive initiatives from requirements gathering through implementation.
• Act as a Workday subject matter expert, providing guidance on capabilities and best practices.
• Translate business requirements into Workday solutions.
• Deliver end-user support and training.

Requirements

• Bachelor's degree in Human Resources, Information Systems, Business Administration, or a related field.
• 7 to 10 years of overall HRIS or HR Technology experience.
• 4 to 6+ years of hands-on Workday experience.
• Experience with Workday configuration, business processes, security, reporting, and testing.
• Strong understanding of Core HCM and employee lifecycle processes.
• Experience managing stakeholders and delivering system enhancements.
• Strong analytical, problem-solving, and communication skills.

Nice to have

• Experience supporting Workday functional areas such as Core HCM, Compensation, Talent, Recruiting, Learning, Time Tracking, or Absence.
• Experience with Workday integrations and data management processes.
• Prior experience leading HRIS analysts or project teams.
• Workday certifications.

Skills & tools

• Workday
• Core HCM
• HRIS
• Business Process Optimization
• Stakeholder Management
• Project Management

Practical notes

Freshworks fosters an inclusive environment, welcoming diverse backgrounds, genders, sexual orientations, religions, and ethnicities. The company is committed to equal opportunity and believes in workplace diversity. Freshworks builds uncomplicated service software for exceptional customer and employee experiences, trusted by over 72,000 companies globally.