Workday Subject Matter Expert
Resume:
Raphael Angelo A. Medina
Workday Subject Matter Expert (Senior Role)
Summary
Overall Experience
of Human Resources experience in providing an excellent functional and technical Workday support in Core, Talent and Performance, Recruiting and Report modules which includes Navigational Support, Mass Upload or EIB, Continuous Improvement Projects, Change Request Management, Adherence to Workday Release and Workday Migration. Have supported various regions, with more than 2 years of support in African, European, North American and Middle East countries and 2 years of support in South East Asian countries while working with culturally diverse colleagues. Work Experience
March 2018 - Present
Workday SME – System Support Specialist (Senior)
March 2018 – March 2020
Taguig City, Philippines
• Complies with individual and operational KPI when managing tickets for EIB Mass Upload, Correction, Rescind, Change Requests and other Workday questions and special handling.
• Provides functional and technical Workday support on Core, Recruiting, Talent and Performance
• Provided Workday Data Migration and Data Catch Up from HR In-house System
• Provides Workday Change Management services
• Contributes numerous of Workforce Management Process Improvement projects
• Adherent to Workday Release schedules
• Conducts and Attends Workday Knowledge Transfer and Trainings to HR Key Stakeholders
• Attends Global Workday HR trainings and gatherings.
• Authors Workday Job Aids and training materials for documentation and training purposes
• Creates Regional Custom and Complex Reports
• Reviews Workday Action Items which requires Service Center’s Approval
• Ensures HR Data Accuracy in Workday Data Quality Management Activity
• Actively coordinates with Workday Lead and Regional Head Quarters to standardize Workday HR processes (Core, Recruiting, Talent and Performance) Knowledge Transfer (additional role)
October 2019 – March 2020
Kuala Lumpur, Malaysia
• Leads the Workday 2020 Knowledge Transfer and Project Member of Workday 2019 Knowledge Transfer training plan
• Co-leads the Workday training plan activities:
o Ensures the Accuracy of the Workday Process materials for Knowledge Transfer purposes o Conducts Workday training assessment (Examinations, teach back, ect) o Ensures that the new members have complete system access to Workday (system and security access), IP Address, Firewall and other necessary applications
• Day to day guidance, mentorship and coaching support
• Conducts weekly meeting about completion of action items, recent updates and forecasted inquiry to be raised by the subsidiaries and key stakeholders
• Spearheaded the 2019 Performance Review Cleansing and 2020 SSC Talent and Performance Stabilization proposal
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August 2015 –
Peer Trainer (additional role)
September 2017 - January 2018
Quezon City, Philippines
January 2018
• Attends and cascades Knowledge Transfer
• Ensures that the Service Center materials current and accurate
• Actively collaborates with Service Center manager, Process Owner and Account Trainer to manage the front office team.
• Actively meets the Account Trainer for mentoring session
• Administered Certification Examination
• Led Workday Release activities for the team
Case Manager (additional role)
July 2017 – January 2018
Quezon City, Philippines
• Diligently validates tickets raised and raise it to Tier 3 as needed
• Generates HRBT ticket for any technical support
• Transfers ticket to Data Management team for Workday Correction, Rescind and EIB requests
• Validates Alternate Initiator call recordings
• Ensures Data Quality and Data Integrity
• Global Case Management ticket distributor
Subject Matter Expert
August 2016 – January 2018
Quezon City, Philippines
• Provides subject matter expertise the current and proposed SLA, Operational Processes and HR policies
• Co-Facilitated the Service Center Readiness Test’s
• Co-Lead the establishment of the Alternate Initiator process
• Spearheaded Migration Activities:
Peoplesoft to Workday
o Attended and Facilitated Workday Trainings and Knowledge Transfers o Participated in Workday Regression Testing
o Participated in the Global Change Request Management Process o Supported in SOP Manual creation
o Conducts Post Assessment coaching to team members (written and practical application assessment)
o Created Workday Business Process Job Aid, training materials, call recording and other service center materials
Advise HR to Zendesk
o Authored numerous of Workday and HR Help Center knowledge based articles o End to end ticket testing from creation, extraction to closure handling process
HR Source to HR on Demand
o Led the Knowledge Based deviation for European and AFME countries o Point of Contact for the Migrated HR policies
HR Practitioner Service Associate
August 2015 – July 2016
Quezon City, Philippines
• Main support for HR Inquiries of European and AFME region countries and back up support for APAC and NA region countries
• Adherent to Tier 1 KPI escalation process
• Point of contact for Front Office HR policies and Global Processes
• Performs shadowing session for new hires and client visitors
• Actively coordinates with different departments and other international IBM Service Center to further understand how to resolve an issue
Education Language
Our Lady of Fatima University
Bachelor of Science in Psychology
2011-2015
Tools Recognitions
Character Reference
Available upon request
Language Ability
English Overall – Excellent
Tagalog Overall – Excellent
2019 Certificate of Recognition for Going Extra Mile 2019 Certificate of Recognition for Process Improvement 2018 Certificate of Recognition for Process Improvement 2017 A+ Team Award
2017 Key Partner Award for meeting the client's needs 2017 Certificate of Appreciation
2016 Key Partner Award
2015 Award for Excellent Performance
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