• Lead, develop and mentor the HRIS Delivery team (internal and external resources) to ensure timely and accurate resolution of HRIS tickets (Tier 1 - 3). • Manage ticket management processes, including prioritization, escalation, and resolution tracking. • Monitor and report on support service level metrics and ticket insights to ensure service targets are achieved and insights drive process improvements. • Partner with HR Solutions team to design, develop, configure, and implement Workday enhancements based on evolving business needs and stakeholder requirements. • Define test criteria and scripts and perform thorough testing of system modifications to ensure quality assurance. • Collaborate with Talent Analytics team on Workday reporting and data quality efforts.