Get to Know our Team:

The Global Service Delivery (GSD) team is responsible for Agoda’s office infrastructure and staff connectivity, providing the hardware, software, and system access that enable employees to work efficiently across our global offices. Operating across multiple countries, the team delivers reliable support to Agoda employees whether they are in the office, working remotely, or traveling.

Within GSD, the People Technology (HR Tech) team manages the systems that power Agoda’s people operations. Our platforms, including Workday, support key HR processes such as employee lifecycle management, performance reviews, and organizational data, helping the company scale efficiently while improving employee experience.

The Opportunity:

Agoda is looking for a People Technology Functional Support Specialist to support and enhance our Workday environment following go-live implementation. This role is responsible for maintaining day-to-day system operations, troubleshooting issues, supporting business process improvements, managing configuration updates, and partnering with stakeholders across HR, Payroll, Finance, IT, and external vendors to ensure Workday continues to meet business needs.

The ideal candidate has experience in post-production Workday support, understands how to translate business requirements into scalable solutions, and is comfortable balancing operational stability with continuous improvement.

In This Role, You'll Get To :

Production Support & Issue Resolution

• Provide day-to-day support for the Workday platform in a post-go-live environment.

• Investigate, troubleshoot, and resolve system issues, data discrepancies, security concerns, and process failures.

• Monitor inbound tickets, production defects, integration errors, and end-user queries, ensuring timely resolution.

• Triage issues and escalate to the appropriate internal teams or external partners when needed.

• Support root cause analysis and recommend preventive solutions to reduce recurring issues.

Configuration & System Maintenance

• Maintain and update Workday configuration based on business needs, policy changes, and compliance requirements.

• Support changes to organizations, business processes, notifications, reports, calculated fields, eligibility rules, security roles, and validations.

• Participate in regular system maintenance activities, including Workday releases, feature adoption, regression testing, and documentation updates.

• Ensure changes are designed and deployed in alignment with governance and change control processes.

Business Process Optimization

• Partner with stakeholders to identify opportunities to streamline and improve Workday-enabled processes.

• Analyze current workflows and recommend enhancements to improve efficiency, user experience, compliance, and data quality.

• Translate business requirements into functional designs and system changes.

• Support continuous improvement initiatives following implementation stabilization.

Stakeholder Partnership

• Act as a key liaison between HR, Payroll, Finance, IT, and other business teams for Workday-related needs.

• Gather and clarify requirements for enhancements, fixes, and process changes.

• Communicate system capabilities, constraints, risks, and recommended solutions clearly to both technical and non-technical audiences.

• Provide guidance to end users and stakeholders on Workday functionality and best practices.

Testing & Release Management

• Coordinate and execute unit testing, system integration testing, and user acceptance testing for new enhancements and fixes.

• Support Workday semiannual release reviews, impact assessments, and feature evaluations.

• Maintain test scripts and ensure critical business processes are validated before deployment.

• Partner with teams to ensure smooth production deployment and post-release support.

Reporting, Data, and Compliance

• Assist in maintaining data integrity within Workday through audits, validations, and periodic review activities.

• Support the development and maintenance of Workday reports, dashboards, and data extracts.

• Ensure compliance with internal controls, audit requirements, and data governance standards.

• Help monitor security access and support periodic access reviews as needed.

Documentation & Knowledge Management

• Maintain functional documentation, configuration logs, SOPs, and knowledge articles.

• Document business processes, issue resolutions, and change impacts clearly and accurately.

• Contribute to training materials and support user enablement where required.

What You'll Need to Succeed:

• Bachelor’s degree in Human Resources, Information Systems, Business Administration, Finance, IT, or a related field.

• Experience supporting Workday in a post-go-live or production environment.

• Hands-on experience with one or more Workday modules such as HCM, Compensation, Absence, Time Tracking, Recruiting, Talent, Benefits, Payroll, or Security.

• Strong understanding of Workday business processes, configuration concepts, and tenant management in a support model.

• Experience gathering requirements, troubleshooting issues, and supporting system enhancements.

• Strong analytical and problem-solving skills.

• Excellent communication and stakeholder management skills.

It's Great If You Have:

• Experience supporting in both functional and technical workstreams in Workday

• Experience in Workday implementation, stabilization, or optimization projects.

• Familiarity with EIBs, integrations, report writing, calculated fields, or security configuration.

• Experience supporting Workday releases and regression testing.

• Knowledge of HR, Payroll, or Finance operational processes.

• Workday certification(s) in relevant functional areas.

• Experience working in a global or multi-country environment.

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