Senior system support specialist job description

REEDS Jewelers proudly celebrated its 75th Anniversary in 2021, and our corporate headquarters has been in Wilmington, NC, since the beginning. We're a proud family company running many retail stores from Texas, to Florida, to Pennsylvania, and everywhere in between.

In this role you will be responsible for the delivery of Workday solutions as part of ERP Technology roadmap to address Finance & HR needs as well as supporting OMS implementation. In this capacity, you will actively participate in and lead the planning and scoping of projects to recommend best practices, implement new features and enhance existing processes in a multitude of applications to create a seamless and engaging employee experience. The role must have hands-on subject matter expertise in Workday Finance, HCM and Order Management platforms.

The role will be a key player in defining applications security strategy and the consolidation of roles. In addition, you will be maintaining/running the Workday project backlog/sprints to deliver solutions in agile framework. This role needs someone who is passionate about optimizing Finance & HR processes through technology enablers. This role must be able to work and adapt in a fluid and fast-paced environment. A strong level of comfort working with a wide range of stakeholders at all levels of seniority and displaying a high degree of judgment and discretion for handling sensitive data.

Supporting application end users by walking through business processes, answering questions, and troubleshooting issues. Record and update support tickets with a level of detail and escalating issues where appropriate. Assists with configuration updates as needed. Assists with updating training materials. Assists with end-user training as necessary. Provide input and knowledge sharing with Workday Team Lead, HR & Finance Team Members, and other stakeholders as the appropriate Participate in scheduled and ad hoc training in order to improve policy and process acumen.

Job Responsibilities:

• Provides technical leadership to all segments of the business relative to Workday HR & Finance Modules and Order Management Systems.
• Leads and manages HR & Finance Technology projects.
• Evaluate new software versions, enhancements, and plans for upgrades, assist in review and management of bi-annual Workday releases, and train others, as needed
• Work with SMEs, technical teams, and business process owners to research and evaluate alternatives, citing evidence in support of and making recommendations
• Work with the HR & Finance teams to gather user requirements, design, preconfigure, coordinate user testing, and implement modifications to Workdays modules
• Ensure data integrity through aggregate analysis and an understanding of the processes deployed
• Review business procedures and workflows to ensure system features are being fully utilized and identify features that may improve efficiency
• Work with functional users to provide solutions for unique business needs within a consolidated business process
• Coordinate with PMO on implementation of new releases, fixes, and upgrades with technical teams and users
• Recommend changes to configuration or adoption of new functionalities
• Guide functional users on the adoption of new processes
• Ensure we always maintain a secure and SOX-compliant Workday estate
• Provides support to the HR and Finance teams through reporting, data analysis, and process design.
• Facilitates the HR & Finance change management process by developing and maintaining communications with stakeholders and ensuring quality control during the implementation life cycle.
• Must be able to plan, document, communicate, and execute work products.
• Ensures system documentation is up to date and accurate
• Develops training materials and trains HR and business stakeholders as necessary.
• Establish and maintains relationships with third-party vendors to support effective collaboration.
• Facilitates user acceptance testing with HR teams and performs testing where applicable.
• Manage and diagnose issues through ticket management and on-call support
• Understand the details of the Workday system and educate end users on best practices

With our strong foundation, we continue to grow and welcome talented, hard-working team members to join our dynamic company. We look forward to reviewing your application!

Requirements

• Bachelors degree required
• 3+ years of hands-on Workday administration experience
• Certification in Workday Finance, HCM, and Security preferred
• 3+ years working in a Workday production support environment supporting Workday integrations preferably between HR, Payroll, Benefits Partners, CRM and CMS using Workday tools
• Experience with Workday Integrations and Workday Adaptive Planning is a plus
• Experience administering Workday in an SOX-compliant environment
• Ability to own the design and configuration of recruiting, onboarding, human resources and finance business processes using Workday
• Solid knowledge of Agile methodologies
• Ability to manage multiple initiatives and requests simultaneously

Benefits

REEDS Jewelers offers a comprehensive compensation program, merchandise discounts, 401(k), and paid time off. Full-time team members are also eligible for our benefits program including health/dental/life/LTD insurance, and more!

REEDS Jewelers is an Equal Opportunity Employer. We value the diversity of our team, and employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. REEDS provides a smoke and drug-free environment.

Established in 1893, U.S. Engineering has grown to be one of the nation's top design-build mechanical contractors. Our success is centered on our commitment to providing the highest performing buildings while reducing total cost of facility ownership for building owners. The USE family of companies offers full-service, award winning plumbing, piping, HVAC, and sheet metal construction, service and maintenance.
SENIOR SYSTEMS SUPPORT SPECIALIST

In any given year, our people have a hand in installing, maintaining or operating hundreds of large mechanical systems - or supporting those that do. With each of those, there's a story that is affecting people's lives. That's a responsibility we take very seriously, and it's why we are driving innovation and disrupting the way people think about construction and facility service.

As a Senior Systems Support Specialist, you will independently provide senior-level, front-line technical support to team members with an exceptional customer service focus, assisting in resolving or escalating concerns related to networks, hardware, software, etc.

Principal Duties and Accountabilities:

+ Provide customer solution consulting to team members in all regions through a variety of communication channels (email, phone, chat, face-to-face).

+ Serve as an escalation point for 2nd and 3rd tier help desk tickets in a team-orientated environment, collaborating with the IT team.

+ Support IT Support Manager to help define process support documentation materials as well as new hire orientation user guides, manuals, and other documentation.

+ Provide solutions proactively to IT leadership in concert with ticket escalation.

+ Complete documentation in the helpdesk ticketing system on all work performed.

+ Develop & maintain expert level knowledge of US Engineering systems and processes.

+ Support process compliance.

+ Install and configure software or hardware updates or patches.

+ Evaluate and resolve network connectivity or communications systems issues.

+ Ensure systems and workstations are compliant with organizational policies and security standards.

+ Set up and deploy new user workstations or accounts as needed.

+ Deliver end-user training on standard issue equipment and common applications, both in the main office and at other office locations/jobsites.

+ Assist with asset tracking as well as inventory procurement and management.

Management Responsibility:

+ Acts in capacity as "lead" person but does not have management responsibility for the people to whom direction is provided. Positions receiving direction: System Support Specialists.

Education:

+ High School Diploma or equivalency required.

+ Bachelor's degree in Computer Systems/Information Technology or equivalent preferred.

Experience:

+ Minimum of 5 years desktop support experience in a Microsoft Enterprise environment with 100+ employees.

+ Experience in mechanical, specialty trades contractor, or large general construction industry is a plus.

Training:

+ Advanced knowledge of Microsoft Windows (latest version), training/certification preferred.

+ Intermediate knowledge of MS Office365, iOS and Android OS is required.

+ General awareness of common technology equipment used by U.S. Engineering.

+ Working knowledge of IT infrastructure.

Knowledge, skills and abilities:

+ Knowledge of:

+ Network based applications such as: Exchange, AD, application license managers, etc.

+ Hardware (copiers and plotters, VOIP phone systems, PC hardware, iPads, cell phones)

+ Applications (M365 Office, IE, Chrome, Bluebeam, Autodesk Collection)

+ Components in LAN/WAN networks.

+ Skills:

+ Professionalism, Customer service, Documentation, Troubleshooting, Communication, Intrapersonal, Collaboration, Organizational.

+ Abilities

+ Mentor/Lead other less experienced team members.

+ Communicate at a high level with the IT team members and customers.

+ Manage customer expectations.

+ Prioritize and manage multiple tickets and maintain calm under pressure.

+ Take full responsibility for ensuring the correct and timely resolution of tickets.

+ Present information and respond to questions from groups of managers and customers.

+ Develop and foster effective relationships.

+ Communicate and collaborate effectively, verbal and written.

+ Operates with a keen sense of detail with urgency - results driven.

+ Desire for continuing education to foster individual skills development.

+ Responsible for end user training on standard issue equipment and common applications.

+ Work on our production floor or at jobsites, always with safety as the priority.

+ Explain complex technical issues in language suitable for all team members regardless of computer/technical experience.

+ Manage inventory at multiple locations: record and track purchases, unpack and shelve new stock, maintain database.

Physical and/or Travel demands:

+ Work outside of normal business hours as required to maintain customer satisfaction.

+ Frequent use of computer, including keyboard, viewing monitor for extended periods of time, physically moving throughout the office, jobsite trailer.

+ Frequent lifting, bending, stooping, reaching while handling computer equipment.

+ Use of a ladder and if authorized and trained/certified as an Operation, use of a man lift.

+ Travel as required to conferences and continuing education.

+ Occasional day trips between construction job sites, offices and manufacturing facilities.

Benefits and Compensation:

+ The range for this position is $70,090 - $105,134 and is US Engineering's good faith and reasonable estimate at the time of the posting. The compensation offered to the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

+ Your total compensation will go beyond the number on your pay check. Team members are eligible for a year-end bonus based on company and/or individual performance as well as paid time off. An industry-leading benefits package including health, dental, and vision plans, matching retirement contributions, and matching 529 contributions all add to your bottom line.

U.S. Engineering is an Equal Employment Opportunity Employer and shall provide equal employment opportunities to all people in all aspects of employer-employee relations, without regard to race, color, creed, national origin, religion, sex, age, sexual orientation, gender identity, disability or veteran status.

U.S. Engineering is compliant with the Drug Free Workplace Act, and all offers of employment are contingent upon the completion of a pre-employment drug screen.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities and job specifications required of employees so classified. U.S. Engineering reserves the right to revise as needed. The job description does not constitute a written or implied contract of employment.