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Service Desk SpecialistGenpact · Toronto, Ontario, Canada
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Genpact

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Service Desk Specialist

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🗓️ Posted 2026-10-10 Toronto, Ontario, Canada Full-time Hybrid ICT
💰 Salary Not shared 📊 Market 3,500 CAD–5,500 CAD/mo

About the Company

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose the relentless pursuit of a world that works better for people we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

About the Role

: Genpact is urgently looking for a strong Consultant for one of our precious clients in USA. If you are interested kindly share profile a The Workday HCM Business Analyst is a key member of the HR Technology team, responsible for partnering with HR stakeholders to optimize and support Workday Human Capital Management capabilities. This role focuses on understanding business needs, translating them into system solutions, supporting production stability, and continuously improving HR processes through Workday configuration, integrations, and data insights. The ideal candidate brings a strong blend of Workday functional expertise, business analysis skills, and operational excellence, with the ability to collaborate effectively across HR, IT, and external partners.

Requirements

  • ● Partner with HR business stakeholders (Core HR, Benefits, Payroll, Talent, Compliance) to understand business needs and translate them into clear functional requirements.
  • ● Facilitate discovery sessions, document business processes, identify gaps, and recommend Workday aligned solutions and best practices.
  • ● Act as a trusted advisor to HR partners by providing consultative guidance on Workday capabilities and impacts.
  • ● Configure and maintain Workday HCM modules, including business processes, security roles, condition rules, and calculated fields.
  • ● Support enhancements across Workday Core HCM and related modules as the platform continues to mature.
  • ● Collaborate closely with integration partners and adjacent systems (e.g., ServiceNow, SuccessFactors, payroll/benefits vendors).
  • ● Lead functional testing, system integration testing (SIT), and user acceptance testing (UAT) for Workday changes.
  • ● Support release planning, deployment coordination, and post release validation.
  • ● Ensure changes adhere to HR Technology standards, SDLC controls, and audit requirements.
  • ● Provide production support for Workday, including troubleshooting business process failures, data issues, and integration errors.
  • ● Analyze issues, identify root causes, and coordinate resolution with internal teams and vendors.
  • ● Monitor trends in incidents and proactively recommend improvements to reduce operational friction.
  • ● Maintain high quality documentation, including requirements, process flows, configuration details, and test artifacts.
  • ● Identify opportunities to simplify processes, improve user experience, and increase automation within Workday.
  • ● Contribute to HR Technology team process improvements, standards, and knowledge sharing.
  • ● Bachelor's degree in Business, Information Systems, Human Resources, or a related field.
  • ● 3+ years of experience as a Business Analyst supporting HR applications.
  • ● Hands on experience with Workday HCM (Core HCM required; exposure to Benefits, Payroll, or Talent strongly preferred).
  • ● Strong requirements gathering, analytical, and problem solving skills.
  • ● Experience supporting production environments and participating in testing cycles.
  • ● Excellent written and verbal communication skills, with the ability to translate between business and technical audiences.
  • ● Experience supporting Workday post implementation in a complex, multi entity environment.
  • ● Familiarity with HR integrations and ecosystem platforms (e.g., ServiceNow, benefits vendors, payroll providers).
  • ● Experience working in Agile or product oriented delivery models.
  • ● Prior exposure to SOX controls or audit support in HR systems.
  • ● Workday certifications are a plus.
  • ● HR partners view you as a trusted Workday advisor, not just a system support resource.
  • ● Workday enhancements are well designed, thoroughly tested, and delivered with minimal disruption.
  • ● Production issues are handled efficiently, with recurring problems systematically addressed.
  • ● HR Technology solutions are scalable, maintainable, and aligned with long term business needs.
  • ● Strong self-management of workload and proactive communication related to capacity