• Provide Tier 1–Tier 3 support for Workday-related tickets, including login/access issues, data discrepancies, and workflow errors • Monitor and triage incoming tickets using the ServiceNow platform; ensure timely resolution and documentation • Escalate critical system issues and coordinate with Workday support or technical consultants as needed • Conduct root cause analysis for recurring issues and recommend long-term solutions • Maintain a knowledge base of common issues and resolutions to support Tier 1 staff • Track system performance and usage trends to identify inefficiencies • Generate reports on ticket volume, resolution time, and issue categories • Recommend and implement configuration changes or user training to reduce ticket volume