Business Systems Services Manager

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

The Manager, HRIS is responsible for the administration, support, and continuous improvement of the organization's Workday platform. This role partners with HR, Payroll, Finance, IT, and business stakeholders to ensure Workday effectively supports business processes, delivers accurate data, and provides a positive user experience. The role oversees system configuration, enhancements, reporting, testing, release activities, and issue resolution while maintaining strong governance and data integrity.

Key Responsibilities

Workday Administration & Support

• Manage the day-to-day administration and support of the Workday platform.
• Configure and maintain Workday business processes, organizations, security, and related functionality.
• Troubleshoot system issues and partner with stakeholders and Workday Support to resolve them.
• Ensure system configurations align with business requirements and established governance standards.

Enhancements & Continuous Improvement

• Gather and analyze business requirements and recommend scalable Workday solutions.
• Lead the design, testing, and deployment of system enhancements and process improvements.
• Evaluate new Workday functionality and coordinate adoption of features that provide business value.
• Maintain documentation for configurations, processes, and system changes.

Workday Release Readiness & Functional Validation

• Stay informed on upcoming Workday releases and assess potential impacts to HR processes, configurations, and user experience.
• Review new functionality and enhancements to identify opportunities and risks for the business.
• Partner with the Release Management team to support release planning, impact assessments, and testing activities.
• Coordinate and facilitate business testing, ensuring key stakeholders validate changes and confirm readiness.
• Communicate relevant release updates, impacts, and recommendations to HR stakeholders.
• Support the evaluation and adoption of new Workday features aligned with business priorities.

Data Integrity & Reporting Support

• Ensure data integrity and consistency within Workday through effective system configuration and governance.
• Support business stakeholders with basic operational reporting and scheduled report monitoring.
• Partner with reporting teams to define requirements, validate outputs, and troubleshoot data-related issues.
• Participate in data audits and quality reviews to ensure reliable HR data.

Integrations & Vendor Coordination

• Partner with integration and IT teams to support inbound and outbound Workday integrations.
• Assist with troubleshooting integration issues and validating data flows.
• Manage Workday support cases and coordinate with Workday resources as required.

Stakeholder Leadership & Influence

• Lead cross-functional discussions involving HR, Payroll, IT, and business stakeholders to drive alignment and decision-making.
• Build strong partnerships across functions to understand business needs and recommend appropriate Workday solutions.
• Influence outcomes by combining HR process knowledge, Workday expertise, and data-driven insights.
• Drive initiatives and enhancements from requirements gathering through implementation, ensuring stakeholder engagement throughout the process.
• Act as a functional subject matter expert for Workday and provide guidance to stakeholders on system capabilities and best practices.
• Translate business requirements into Workday solutions and process improvements.
• Provide guidance on Workday capabilities, best practices, and system functionality.
• Deliver end-user support and training as needed.

Required

• Bachelor's degree in Human Resources, Information Systems, Business Administration, or a related field.
• 7–10 years of overall HRIS / HR Technology experience. 4 - 6+ years of hands-on Workday experience 
• Experience with Workday configuration, business processes, security, reporting, and testing.
• Strong understanding of Core HCM and employee lifecycle processes.
• Experience managing stakeholders and delivering system enhancements.
• Strong analytical, problem-solving, and communication skills.

Preferred

• Experience supporting one or more Workday functional areas such as Core HCM, Compensation, Talent, Recruiting, Learning, Time Tracking, or Absence.
• Experience working with Workday integrations and data management processes.
• Prior experience leading HRIS analysts or project teams.
• Workday certifications are a plus.

Key Competencies

• Workday Functional Expertise
• Business Process Optimization
• Stakeholder Management & Influence
• Problem Solving & Solution Orientation
• Ownership & Accountability
• Project & Initiative Management
• Communication & Facilitation
• Attention to Detail
• Data Integrity & Governance

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.