Senior Applications Support Analyst

Job Summary

Required Qualifications

• •Bachelor's degree in Computer Science, Information Technology, Engineering or related field from an accredited college or university
• •Three years of experience supporting enterprise ERP/Cloud applications
• •Direct experience in Workday HCM and Workday Financials
• •Hands-on experience working within the ServiceNow platform managing ITSM tickets, workflows, or IT Asset Management modules
• •Deep expertise and considerable ability to manage, troubleshoot, and enhance Workday Human Capital Management (HCM) and Finance domain systems
• •Exposure to other enterprise applications like ASANA Project management, DocuSign, M365 Suite
• •Strong technical and functional understanding of financial processes and HR workflows within an enterprise environment
• •Hands-on, proficient knowledge of IT Service Management (ITSM) and IT Asset Management (ITAM) processes and best practices within the ServiceNow platform
• •Ability to perform routine maintenance tasks, updates, configurations, and data masking/governance activities for business applications
• •Capable of managing integrations (EIBs, Core Connectors) between Workday, ServiceNow, and external business applications to ensure seamless data flow
• •Ability to build strong relationships with software vendors and stakeholders, ensuring effective communication and collaboration
• •Must be able to understand and speak clearly in English
• •Subject to remain on duty beyond normal hours or be recalled to duty up to 24 hours per day, seven days a week during emergency situations or other extensive periods
• •Must pass a thorough investigation, consisting of a criminal history check (including but not limited to the requirements of CFR 1542.209 and 1542.3), verification of prior employment and performance, reference and credentials checks
• •Employment is contingent upon the results of a post-offer (initial employment or promotion) drug screening
• •Continued employment may be subject to drug and alcohol testing conducted without advance notice and without individualized suspicion

Desired Qualifications

• •Demonstrated hands-on expertise in Enterprise Applications including ERP, Cloud-based solutions (specifically Workday HCM and Finance), customizations, and integrations to meet organizational needs
• •Provide tier-3 support for business applications, with a primary focus on Workday HCM, Workday Financials, and other relevant corporate software
• •Oversee the customization, optimization, and continuous improvement of core applications/workflows to align with business requirements
• •Manage ongoing production maintenance, project support, and enhancements involving all stages of application life cycle development and related internal and outbound integrations
• •Develop and conduct training sessions for end-users to enhance their proficiency in using business applications
• •Maintain and leverage relationships with software vendors (including Workday and ServiceNow), ensuring effective communication and collaboration
• •Manage end-to-end IT service delivery, ensuring SLAs and KPIs are consistently met within the ServiceNow platform
• •Collaborate closely with internal business stakeholders, particularly in Finance and Human Resources—to understand their requirements, align IT services with business goals, and ensure the delivery of optimized solutions
• •Drive continuous improvement initiatives within the IT service delivery function, leveraging automation and identifying areas for optimization
• •Communication – Proactively conveys a clear, convincing, and timely message; communicates effectively verbally and in writing using effective and appropriate communication
• •Strategic Thinking – Appreciates 'big picture' commits to a course of action to accomplish individual, team and organizational goals understanding how they dynamically contribute to the mission and vision of the Airport Authority, is forward thinking and adept at seeing future outcomes and issues
• •Team Builder – Recognizes the value of teamwork and being an effective contributor to the team that delivers desired results; is a subject matter expert that collaboratively participates in the overall effectiveness of the team
• •Customer Centricity – Aware of customer needs and the prioritization of our customers both internal and external, makes decisions with customer in mind, builds strong customer relationships