Organizations across the globe rely on OneSource Virtual for Workday services, support, optimization, and consulting. We create solutions built on the Workday application that empower customers to become strategic HR organizations, then scales with them as they grow. To date, OneSource Virtual offers HR outsourcing, IT outsourcing, application optimization, and consulting services to 500+ customers that represent more than 35 percent of Workday’s customer base.

** This is a hybrid position and requires you to go into the office once a week at a minimum. The office is located on Patrick Street in Derry.

Position Summary/ObjectiveIn this role you would be supporting the US Benefits & Employee Services Team using Workday and Salesforce ticketing technologies.  This position is within the EMEA Help Desk team providing support for English speaking clients with their Workday system. You need to have experience in both Computer & Communications technologies developed and enhanced in the Information Technology and Call Centre Industries.Essential Functions/Duties/ResponsibilitiesProvide professional and timely service to internal and external customersEffective communication skills via emailProvide Workday platform navigation and access assistance to contact centre requests.Support team goals for performance metrics and service level agreement statistics for all cases (written and verbal)Escalation of service delivery issues to on site Lead and Corporate contacts as appropriateParticipate in ongoing training relative to the functional areaForm strong partnerships within the department and organizationIdentify and document areas of improvement or innovation through process change or automationMeets or exceeds all performance standardsAssumes other duties as assigned by ManagerCompetencies Related working experience in a customer service or helpdesk related roleKeenness and willingness to learn basic Employee Self Service functionality for Workday platform  Must value and promote team spirit, have outstanding interpersonal skills and exhibit professionalism within the workplaceMaintain punctuality and adherence to set schedule with extra hours as neededAbility to cope in fast-paced, demanding environment and manage sensitive, confidential issues.Analytical skills; strong research and follow up skillsAbility to multi-taskProfessional communication skillsProficient PC Skills (Microsoft Office, Outlook, HRIS, etc…)Ability to work independently and as part of a teamMust be willing to adapt and display positive attitudeSupervisory ResponsibilityThis role has no supervisory responsibility and reports to the Global Help Desk Lead.Qualifications and Experience2+ years of administration experienceExcellent communication skills both written and verbally in EnglishIntermediate Excel experienceAdvanced Proficiency in Microsoft OfficeAbility to prioritize tasksPreferred SkillsExperience in Employee BenefitsCall Center experienceWorkday and/or Salesforce experience

Due to the nature of our business, the customer undertakings we provide, and the sensitive data we manage, we operate detailed background checks for all successful candidates which include a credit reference and basic criminal record check amongst educational and employment checks. Employment decisions will take account of all relevant information, including the background check outcome, in relation to each individual role.

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.