Senior Workday Support Advisor

The Senior Workday Support Advisor plays an important role in delivering a high-quality support experience for Workday users across the organisation. Working within the global Workday Support team, the role is responsible for resolving user issues, performing key Workday administration activities, maintaining support documentation, and contributing to continuous improvement across the HR systems support function.

Supporting users across EMEA, APAC, and North America through our ticketing platform, the role helps ensure users can access timely support, accurate guidance, and effective self-service resources.

This is an excellent opportunity for an experienced Workday support professional to expand their expertise across Workday administration and knowledge management while playing a key role in transforming support services for a large multinational organisation. You'll help shape an AI-enabled support model, drive self-service adoption, and deliver an improved user experience.

Key Responsibilities

• Respond to and resolve Workday user queries, providing a high standard of customer support and acting as an escalation point for more complex issues.

• Perform Workday administration activities, including organisational maintenance, security role assignments, data quality activities, and support for onboarding acquired businesses.

• Support Workday releases and configuration changes through testing, validation, and support readiness activities.

• Maintain and continuously improve knowledge articles, SOPs, FAQs, user guides, and process documentation.

• Analyse recurring issues, support trends and user feedback, recommending improvements to processes, documentation, and user experience.

• Build effective relationships with HR, HRIS, and business stakeholders to support system adoption and continuous improvement.

• Support ad-hoc projects, research activities, and business initiatives as required.

Who you are

Competencies / Skills / Knowledge / Experience

• Experience supporting Workday users in an HR systems environment.

• Good understanding of Workday business processes and the ability to troubleshoot issues across multiple functional areas.

• Experience performing Workday administration, data maintenance, testing, or release support activities.

• Experience working within a service desk or ticket-based support environment.

• Knowledge of Zendesk or similar ticket management platforms is desirable.

• Experience creating and maintaining knowledge articles, SOPs, user guides, process documentation, or training materials.

• Knowledge of Scribe or similar platforms is desirable.

• Strong analytical and problem-solving skills with the ability to identify trends and improvement opportunities.

• Excellent written and verbal communication skills.

• Experience supporting self-service, knowledge management, or chatbot-enabled support functions is desirable.

Behaviours

The following attributes determine how the role will be carried out and are required to be a success:

• Customer-focused and solutions-oriented.

• Takes ownership and accountability for delivering high-quality outcomes.

• Demonstrates curiosity and a continuous improvement mindset.

• Collaborates effectively with colleagues and stakeholders.

• Uses data and insight to identify opportunities for improvement.

• Maintains professionalism and discretion when handling sensitive information.

Success Measures

• High customer satisfaction and service level performance.

• Increased use of self-service resources and knowledge content.

• Reduction in recurring support issues and avoidable support demand.

• Improved quality and effectiveness of Workday knowledge resources.

• Positive contribution to digital support channels and user experience.

• Delivery of measurable process and operational improvements.