Senior Workday Specialist

Job title: Senior Workday Specialist

• Location: Hyderabad
  
  

About Opella

Opella is the self-care challenger with the purest and third-largest portfolio in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally. Our mission is to bring health in people' s hands by making self-care as simple as it should be. For half a billion consumers worldwide – and counting.

Headquartered in France, Opella is the proud maker of many of the world' s most loved brands, including Allegra, Buscopan, Doliprane, Dulcolax, Enterogermina, Essentiale and Mucosolvan. B Corp certified in multiple markets, we are active players in the journey towards healthier people and planet. Find out more about our mission at www.opella.com.

About The Role

The People Services Technology & Solutions (PPLS) team is a key enabler of Opella's HR digital transformation. It leverages technology to streamline HR processes, optimise system performance, and support operational teams. Following the Workday Greenfield Go-Live, the team ensures business continuity through a hybrid, AI-enabled support model spanning Level 0 (AI self-service) to Level 3 (product ownership).

The L1 Support team acts as the single, centralised first human support layer — close to the business — providing triage, user guidance, demand validation, and operational resolution for Workday-related queries and incidents.

PURPOSE OF THE ROLE

As a Senior Workday L1 Support Specialist with a specialization in Security & Reporting, you are a critical pillar of the first human support layer for Workday. Beyond resolving complex tickets and owning mass data management activities, you serve as the Subject Matter Expert (SME) for the Workday security framework within the People Technology team, own the end-to-end people-data governance posture, and lead all reporting capabilities — from operational reports to advanced customs, matrix, and calculated-field reports. You also mentor junior colleagues and actively shape the AI enablement roadmap by feeding resolution patterns into OpellaGPT and ServiceNow HRSD.

Main Responsibilities

• Foundation & Workday Operations
• Own and resolve complex foundation data requests: supervisory organisation management, position management, security role assignments, job profile and location data maintenance.
• Execute and validate Standard Service Requests (SSRs) following documented procedures; ensure quality standards before closure.
• Lead first-line incident diagnosis, own the resolution cycle end-to-end or escalate to L2 with complete, structured documentation.
• Coordinate non-standard service requests: collect requirements, assess business impact, coordinate approvals, and update the knowledge base.
• Resolve escalated Workday issues from HR associates with speed and accuracy.
• Workday Security Framework (SME Ownership)
• Act as the Subject Matter Expert (SME) and primary owner of the Workday security framework within the People Technology team.
• Provide oversight of all people-related data, including availability, access, governance, and compliance.
• Ensure security access rights and changes adhere to appropriate governance forums and approval workflows.
• Configure and maintain robust role-based, user-based, and domain access controls within the Workday system.
• Manage Workday security roles and ensure proper governance across all functional areas.
• Conduct thorough smoke testing of access requests, including identification and mitigation of toxic combinations.
• Perform regular security audits and assessments to ensure compliance with relevant regulations and audit requirements.
• Investigate security incidents in collaboration with Information Security and other stakeholders; document findings and corrective actions.
• Review and assess new Workday feature releases to ensure ongoing compliance and security; assess impact of bi-annual releases on the security model.
• Provide analysis and documentation to support the quarterly SOX process for Workday security role assignments and removals.
• Contribute to user access matrix maintenance and periodic access audits.
• Advise the business on best practices for Workday security and data integrity.
• Work closely with integration leads and other Workday support teams to ensure seamless system operations.
• Workday Reporting – Maintenance, Build & Advanced Capabilities
• Build and maintain the full catalogue of Workday reports, including Standard, Custom (Advanced), Matrix, Composite, and Trending report types.
• Create and maintain Workday reports related to security, data audits, and access governance to meet business and compliance needs.
• Develop and maintain calculated fields within Workday reports to support complex reporting logic and derived metrics.
• Gather requirements, design, test, and deploy new operational reports upon business request; partner with stakeholders to identify the most effective reporting solution.
• Validate report accuracy against source data; investigate and resolve discrepancies, bugs, and other reporting issues.
• Manage report scheduling and automated distribution; ensure continuity and output integrity during Workday bi-annual releases.
• Develop and maintain various templates for recurring and ad-hoc reporting requests.
• Resolve reporting queries raised by HR associates, COEs, Finance, and business partners.
• Document report specifications and maintain the reporting knowledge base to support self-service.
• Workday Data Quality, Integrity & Audit
• Analyse HR system functionality, identify data gaps, perform system testing, and support configuration to meet business goals.
• Conduct regular audits on Workday data and processes to ensure accuracy, completeness, and compliance with data governance standards.
• Define and enforce data quality standards across all mass loads, access changes, and report outputs.
• Perform root-cause analysis on data integrity issues; implement corrective and preventive actions with full documentation.
• Maintain audit-ready documentation for every data activity, security change, and report build.
• Support annual HR business cycles (year-end review, compensation, workforce planning) with prioritised triage and data coordination.
• Mass Data Management
• Own preparation, validation, and execution of Workday mass data loads (EIBs / iLoads): positions, cost centres, job profiles, employee data corrections, and organisational changes.
• Perform pre-load data quality checks and reconciliation, ensuring data integrity before and after each load.
• Handle error resolution post-load: investigate exceptions, correct source data, resubmit, and document outcomes.
• Maintain load templates and runbooks; improve procedures based on lessons learned and recurring patterns.
• Coordinate with P&C, Finance, and L2 Digital for cross-functional data dependencies impacting mass loads.
• First Human Support Layer – Senior Responsibilities
• Act as the point of escalation and expertise within the L1 team for complex or ambiguous tickets.
• Triage and validate incoming ServiceNow HRSD tickets: accurate categorisation, priority, and business context.
• Maintain SLA adherence above 95% and contribute to first-time-right quality targets.
• Coach and support junior team members on Workday resolution, security, mass data, and reporting techniques.
• Provide on-floor support and contribute to knowledge sharing within the team.
• Coordinate with L2 Digital for escalations, providing complete context to minimise resolution cycles.
• AI Enablement & Continuous Improvement
• Support knowledge base article creation — document resolution patterns that feed Level 0 (OpellaGPT / ServiceNow HRSD) intelligence.
• Proactively identify recurring ticket patterns and propose AI deflection use cases for the 2027 AI agent roadmap.
• Validate AI agent knowledge base content for accuracy during the ramp-up phase.
• Maintain team Workday related knowledge base and suggest improvements to processes and tooling.
• Create and maintain Standard Operating Procedures (SOPs), job aids, and training materials as required.
• Governance & Operational Reporting
• Track and report SLA performance via ServiceNow HRSD dashboards on a weekly and monthly cadence.
• Maintain rigorous ticket and load documentation; update KB after every resolution.
• Collaborate on projects and cross-functional process enhancements to continuously improve service delivery.
  
  

SCOPE OF SUPPORT

• Foundation: Access provisioning, supervisory organization and position management, and job profile maintenance. Example tickets: supervisory organization not visible, standard access request, position creation.
• Core HCM: First diagnosis, user guidance, triage, and employee lifecycle support. Example tickets: hire business process stuck, absence balance not updated.
• Security: Security framework ownership, role-based, user-based and domain access configuration, smoke testing of access requests, toxic combination detection, SOX support, security audits, and incident investigation. Example tickets: security role assignment, access provisioning, toxic combination flag, SOX audit evidence, access removal.
• Reward & Performance: First diagnosis, triage, one-time compensation corrections, and report requests. Example tickets: bonus not calculating, allowance assignment update.
• People Success: First diagnosis, triage, requisition updates, and recruiter management updates. Example tickets: requisition stuck in approval, candidate not progressing.
• External Workforce: Data management and onboarding/offboarding triage. Example tickets: contingent worker status not updated.
• Mass Data Management: Preparation, validation, and execution of mass data loads, including data integrity checks, error handling, and documentation. Example tickets: mass position upload, cost centre update, job profile bulk change, employee data correction.
• Reporting – Build & Maintain: Build and maintain Standard, Custom, Matrix, and Composite reports, including calculated fields, scheduling and distribution, output validation, security and audit reports, and query resolution. Example tickets: standard report refresh, new headcount report, matrix report build, report discrepancy, security audit report.
• Data Quality & Audit: Data audits, quality checks, root-cause analysis, corrective actions, and audit-ready documentation. Example tickets: data discrepancy investigation, access audit, data quality review.
• Transversal: Knowledge base updates, ticket coordination, access audit support, SLA reporting, and SOX documentation. Example tickets: access audit, knowledge base article creation, monthly SLA reporting.
  
  

Competencies & Skills

• Workday Functional Knowledge — Advanced: Deep hands-on knowledge of Core HCM, Foundation, Rewards & Performance. Independently resolves complex L1 tickets and acts as the team's functional reference.
• Workday Security (SME) — Expert: Acts as the SME and owner of the Workday security framework. Expert in role-based, user-based, and domain security configuration. Conducts smoke testing, toxic combination analysis, security audits, and SOX process support. Advises the business on best practices for access governance and data integrity.
• Workday Reporting — Advanced: Proficient in building and maintaining all Workday report types: Standard, Custom, Advanced, Matrix, Composite, and Trending. Expert in calculated fields, scheduling, distribution, and ensuring report continuity across bi-annual releases. Resolves reporting queries end-to-end.
• Data Quality & Audit — Advanced: Applies rigorous data quality standards across all mass loads, access changes, security configurations, and report outputs. Conducts regular data audits and root-cause analyses. Ensures audit-ready documentation on every activity.
• Mass Data Management — Advanced: Expert in Workday EIB/iLoad design, execution, and error handling. Manages end-to-end mass load cycles with rigorous pre/post validation and full documentation.
• ServiceNow HRSD — Proficient: Experienced with ServiceNow HR Service Delivery: manages HR cases, service catalogs, and knowledge articles. Analyses case trends and maintains HRSD knowledge base to improve deflection rates.
• AI Appetence & Digital Mindset — Active: Proactively contributes to AI enablement: identifies deflection use cases, validates knowledge base content, designs resolution patterns for OpellaGPT.
• Problem Solving & Triage — Structured: Handles complex and ambiguous cases with structured methodology. Escalates with full context; minimal rework required by L2.
• Mentoring & Knowledge Sharing — Strong: Coaches junior team members; leads by example in documentation, KB maintenance, and resolution quality.
• Collaboration & Stakeholder Mgmt — Fluent: Effective communication with L2 Digital, P&C COEs, Finance, Information Security, and HR business partners.
  
  

Essential

QUALIFICATIONS & EXPERIENCE

• Bachelor's degree in Human Resources, Information Systems, Business Administration, or a related field.
• 3–6 years of experience in HR operations, HRIS support, or shared services, with a minimum of 2 years on Workday.
• Solid functional knowledge of Workday HCM modules (Core HCM and Foundation required).
• Proven SME-level expertise in Workday Security: role-based, user-based, and domain security configuration; smoke testing; toxic combination detection.
• Demonstrated experience conducting security audits, access reviews, and SOX process support within Workday.
• Strong experience building all Workday report types: Standard, Custom/Advanced, Matrix, Composite; including calculated fields, scheduling, and distribution.
• Proven ability to resolve complex reporting issues, discrepancies, and queries raised by business stakeholders.
• Experience with Workday data quality processes, data audits, and root-cause analysis on data integrity issues.
• Proven experience with Workday mass data loads (EIBs / iLoads): design, execution, validation, and error handling.
• Experience using ServiceNow HRSD for case management and knowledge base maintenance.
• Fluent in English; additional languages are an asset.
  
  

Preferred

• Workday certification (HCM Fundamentals, Report Writing, Security Administration, or equivalent).
• Experience contributing to or validating AI/chatbot knowledge bases.
• GCC or shared services centre background (Hyderabad or Kuala Lumpur preferred).
• Familiarity with HR annual business cycles: compensation, performance, workforce planning.
• Exposure to Information Security frameworks (e.g. SOX, GDPR) in an HRIS context.
  
  

What Success Looks Like

✔ 95%+ SLA adherence on incident and service request resolution.

✔ Zero data integrity errors on mass data loads; all loads documented and reconciled.

✔ Security framework fully governed: access audits completed on schedule, zero unmitigated toxic combinations, SOX evidence delivered on time.

✔ Report catalogue maintained and accurate; new report requests (Standard, Custom, Matrix) delivered within agreed SLA; all reporting queries resolved.

✔ Regular data quality audits completed with documented findings and corrective actions.

✔ Active and measurable contribution to AI knowledge base and deflection improvement.

✔ Recognised as the L1 go-to expert for complex Foundation, Security, Reporting, and Mass Data tickets.

✔ Positive feedback from junior team members, HR stakeholders, and Information Security partners.

Why us?

At Opella, you will enjoy doing challenging, purposeful work, empowered to develop consumer brands with passion and creativity. This is your chance to grow new skills and be part of a bold, collaborative, and inclusive culture where people can thrive and be at their best every day.

We Are Challengers.

We Are Dedicated To Making Self-care As Simple As It Should Be. That Starts With Our Culture. We Are Challengers By Nature, And This Is How We Do Things

All In Together: We keep each other honest and have each other's backs.

Courageous: We break boundaries and take thoughtful risks with creativity.

Outcome-Obsessed: We are personally accountable, driving sustainable impact and results with integrity.

Radically Simple: We strive to make things simple for us and simple for consumers, as it should be.

Join us on our mission. Health. In your hands.

www.opella.com/en/careers

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