Application Analyst – HR Solutions Support

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  • Closing Date:
    30 October 2021

Meet the recruiter

Arianne Santos

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Job Purpose

The post holder will take charge of delivering excellent end user support within agreed SLAs across HR platforms including the entire employee life cycle, built around Workday as our core HCM.

This role will also cover helping to develop and enforce best practice technical governance of our suite of HR apps, and as such the post holder will need to work in an effective manner with both business and technical stake holders to ensure that governance models act as frameworks in which we can enable users rather than restrictions to productivity.

The post holder will work closely with the HR Solutions Delivery team to smoothly transition new structure, monthly development and SaaS releases into live, ensuring we are able to assist users through any changes and resolve issues in accordance with agreed SLAs. The Application Analyst will also use their knowledge of business as usual application use and gaps to feed back into the roadmap. This role will also require close partnership with our HR Operations area, working with colleagues to implement constant progress in our HR Solutions support model.

Engage with stake holder across the company, at all levels, to instill confidence in the HR Solutions area delivering for the business on both a day-to-day basis and in the carry out of changes.

Further duties include working closely with the rest of the Colleague Solutions team on operational progress, partnering with Service Management to ensure ITIL processes are fully embedded in the team, and ensuring you own technical skills are kept up to date.

Principal Duties

  • Proactively liaise with colleagues in response to 2nd line helpdesk incidents and requests through voice/video calls and screensharing where suitable; empowering users and working with the wider company, constantly achieving or exceeding target SLAs.
  • Pioneer new methods of engaging with internal customers, evangelizing our utilized toolset, and gathering data and feedback to better assist users and processes going forward.
  • Work alongside HR to recognize their processes, and help locate any opportunities for progress.
  • Ensure that application security is maintained and that roles are routinely reviewed to ensure that permission levels are apt.
  • Work with HR Operations and the IT Trainer to ensure training resources stays up to date.
  • Develop and maintain subject - matter expertise on defined app(s) to inform decisions and approaches taken by business stake holders as well as project and BAU-support teams.
  • Keep informed of technical innovations and progress on new and existing platforms and apps to apply that knowledge in delivering the best possible service to internal and external customers.
  • Identify trends in submitting tickets, and use this data to constantly improve our service model and self-service information.
  • Work with the HR Solutions Delivery team to ensure all development and improvements are reported and understood prior to handover into BAU support.
  • Provide data and feedback to guide further developments in our collaboration toolset, and work with the Collaboration Solutions Delivery team to recognize colleague needs.
  • Build and maintain constructive relations with the other application teams, infrastructure and service management, and the broader IT department.
  • Inform the governance of our utilized HR platforms and work with other teams across Core Tech to ensure guidelines are adhered to and all documentation and technical artefacts (including but not limited to known issues, workarounds, training plans, RACI matrices, back up and disaster recovery plans) remain up to date.
  • Work with third-party suppliers to escalate tickets and use these as an occasion for learning.
  • Follow apt service management protocols; support and assist ITIL adoption within the HR Solutions Service team.

Knowledge, Experience, and Skills

  • Bachelor's degree or relevant professional qualifications and/or experience.
  • Appropriate industry - standard certification or at least 3 years' experience in 1st/2nd line support or HR Operations
  • Proven experience of conducting and assisting users in the use of Workday.
  • Experience of one or more of the following are not required but is an advantage: eArcu, Appreciate
  • Strong analytical, problem - solving and conceptual skills.
  • Exceptional written and verbal communication skills, able to adapt to both technical and non - technical audiences. The post-holder must be fluent in written and spoken English.
  • Knowledge of IT and methods, and an aptitude for learning new tools.
  • Strong interpersonal skills.
  • Ability to work well on cross - functional project teams and foster team unity to tasks.
  • Knowledge of, and experience of working within the ITIL framework.

Do you aspire to be part of an esteemed global organization and a well-known brand?

Our brand and name is a product of close to 500 years of experience creating world-class learning and research solutions, and assessment programs in accord with the highest technical standards.  Today, we have more than 50 offices worldwide and over 6,000 high - performing employees delivering products and services that reach 170 countries and over 15 million customers worldwide.

Do you dream about making a difference and contribute to society?

Here at Cambridge, our purpose is simple – we unlock people's potential with the best learning and research solutions, and provide excellence in education.  Our products and services help inspire learners all over the world to go further and to have the confidence to access a lifetime of enriching experiences and opportunities.

Do you aspire to be in a place that reinforces you and demands the best of you?

To deliver on our promise to our customers, we know that we have to get it right with our colleagues first – the people creating our world-class products and services.  We invest heavily in the learning and growth of our talent, because we know that it is the foundation to have a culture of innovation.  And we believe in empowering people, because it provides you the freedom to unleash your talent and develop your potential to the fullest.

Do you believe in equality, diversity and inclusivity?

As a global organization, we embrace diversity – in all its various forms – as it is the key to our success.  We value and respect those differences, because it brings about a wide range of perspectives on how we operate as a whole, and how we act as a progressive member of society.  We are an inclusive workplace where opportunities to succeed are at hand to those up to the task. 

Do you value your well-being?

We recognize and take our employees' well-being earnestly.   Our ways of working, benefits, policies and programs are oriented towards providing a place which promote and advocate wellness.   We believe in being a partner of our colleagues to help them balance the demands both at work and at home.


If the above inspires and excites you, surely you would want to know more.   Visit our company website and social media profiles to learn more about us and how we may be the company that matches your goals.


Official Company Website

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The University's international exams group | Cambridge Assessment

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16th Floor, Frabelle Corporate Plaza, 129 Tordesillas St., Legaspi Village Makati City, Philippines, 1229

Contributory pension scheme

Flexible Working

Flexible working environment

Life Assurance

Group Life insurance coverage


‘Press Extra’, offering discounts at high street retailers

Annual Leave

28 days holiday entitlement, increasing to 30 days after 10 years of service


Free on-site Gym facilities,
cycle to work scheme


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