HR Operations Specialist (Tier 2/Tier 3) - Workday & ServiceNow

Job Title: HR Operations Specialist (Tier 2/Tier 3) – Workday & ServiceNow Location: West Palm Beach, FL (Hybrid – Onsite for 3 days) Duration: 12 months contract Ideal Candidate Profile The ideal candidate is an experienced HR Operations professional who thrives in a fast-paced environment, enjoys solving complex employee issues, and demonstrates strong ownership from investigation through resolution. Have solid knowledge of employee life cycle in areas of Benefits, Compensation and core HR. They are comfortable navigating Workday, have solid understanding of Workday core HCM, managing cases in ServiceNow, collaborating with multiple HR COEs, and balancing outstanding customer service with policy and compliance requirements. Position Summary We are seeking an experienced HR Operations Specialist to support U.S. HR Operations through a combination of high-volume Workday core HCM transaction processing (Tier 1), ServiceNow case management, and complex Tier 2/Tier 3 employee support. This role is responsible for executing employee lifecycle transactions, resolving complex HR operational issues, investigating and driving resolution of escalated cases, and ensuring the accuracy and integrity of employee data across Workday and ServiceNow. The successful candidate will be highly detail-oriented, customer-focused, and comfortable working across multiple HR functional areas in a fast-paced environment. This is a hands-on operational role requiring strong Workday transaction processing experience, sound judgment, and the ability to independently manage a broad range of HR operational activities while partnering closely with Compensation, Benefits, Payroll, HR Technology, HR Business Partners, and other cross-functional stakeholders. Key Responsibilities Employee Lifecycle & Workday Operations Execute high-volume Tier 1 Workday Core HCM transactions supporting the employee lifecycle, including employee data updates, employment changes, organizational assignments, and other routine HR operational activities while ensuring accuracy, completeness, and policy compliance. Process and validate a broad range of compensation-related transactions, including salary changes, incentive payments, corrections, and other compensation administration activities in accordance with established policies and approval processes. Support organizational data maintenance within Workday, including supervisory organization updates, organizational structure changes, and related foundational data management activities. Perform quality reviews and validation of completed transactions to ensure data integrity, compliance, and successful completion of Workday business processes. Support recurring operational activities, high-volume transaction processing, mass updates, and employee lifecycle events while consistently meeting service level expectations. Provide Tier 2, Tier 3, and Premier HR Operations support by investigating and resolving complex employee inquiries and operational issues across Workday and ServiceNow. Independently manage complex HR Operations cases requiring research, analysis, cross-functional coordination, and resolution. Perform root cause analysis to identify process, data, or system issues and recommend appropriate corrective actions. Validate end-to-end completion of HR transactions and ensure employees receive timely and accurate communication throughout the resolution process. Investigate transaction exceptions, data discrepancies, integration issues, and operational problems by partnering with HR Technology, Payroll, Compensation, Benefits, and other internal stakeholders. Operational Excellence & Continuous Improvement Participate in User Acceptance Testing (UAT), production validation, system enhancements, and operational readiness activities supporting Workday and ServiceNow. Identify opportunities to improve operational processes, increase efficiency, reduce manual effort, and enhance employee experience. Maintain accurate documentation, knowledge articles, standard operating procedures, and process documentation as required. Support operational projects, process improvement initiatives, and organizational change activities within HR Operations. Ensure all work is performed in accordance with established policies, compliance requirements, data privacy standards, and internal controls. Required Qualifications 5+ years of progressive HR Operations experience supporting employee lifecycle processes. Hands-on experience processing HR transactions in Workday Core HCM. Demonstrated hands-on experience processing employee lifecycle transactions in Workday Core HCM with the ability to quickly learn additional HR operational processes and transaction types. Experience managing employee cases using ServiceNow HR Service Delivery (HRSD) or a comparable HR case management platform. Strong understanding of employee lifecycle processes, HR operations, and Workday business processes including processing employee job changes and other advanced Workday Core HCM transactions. Experience supporting compensation-related transactions and employee data management. Strong analytical and problem-solving skills with demonstrated ability to investigate and resolve complex operational issues. Excellent attention to detail with a strong commitment to data accuracy and quality. Ability to manage multiple priorities while consistently meeting service level commitments. Strong written and verbal communication skills. Ability to work independently while collaborating effectively across multiple HR functions. Preferred Qualifications Experience supporting Tier 2 and Tier 3 HR Operations. Experience supporting U.S. HR Operations within a large, complex organization. Experience supporting multiple areas of HR Operations, including compensation administration, organizational changes, employee lifecycle transactions, and HR case management. Candidates are not expected to have experience across every operational process; strong foundational HR Operations and Workday Core HCM experience with the ability to learn is highly valued. Experience partnering with Compensation, Benefits, Payroll, HR Technology, and HR Business Partners. Experience participating in Workday testing, production releases, UAT, or operational deployments. Experience supporting continuous improvement, process optimization, and operational excellence initiatives. What Success Looks Like The successful candidate will: Deliver accurate, timely, and high-quality HR Operations support across both Tier 1 operational transactions and Tier 2/Tier 3 case management. Demonstrate strong Workday transaction processing expertise while maintaining high levels of data integrity and compliance. Independently investigate and resolve complex employee issues with minimal supervision. Build trusted partnerships across HR Operations, Compensation, Benefits, Payroll, HR Technology, and HR Business Partners. Contribute to continuous improvement initiatives that simplify processes and improve the employee experience. Russell Tobin offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors. Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law. Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances. Accommodations We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us. Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation. #J-18808-Ljbffr Russell Tobin