Ad.Financial Acctnt-Cplx Proc- Ticket Manager

Job Title: Ticket Manager – Workday Systems Support

Location: Calgary, AB

About the Role:

We’re looking for a proactive and solution-oriented **Ticket Manager** to take charge of Workday-related support ticket management. This role is pivotal in ensuring timely and accurate triaging of requests and incidents to the appropriate internal teams such as HRIS, Payroll, Benefits, or IT. You’ll act as the first line of quality control for incoming issues and requests related to our Workday ecosystem.

Key Responsibilities:

• Monitor, assess, and triage incoming Workday-related support tickets via service management tools


• Categorize and route tickets to the correct departments (e.g., HR, Benefits, Payroll, IT) based on subject matter and urgency


• Communicate with requestors to clarify or gather missing information before routing


• Collaborate with stakeholders to define SLAs and workflows for different ticket types


• Maintain oversight of ticket lifecycle and ensure timely resolution through follow-ups


• Prepare weekly/monthly reports on ticket trends, backlog, and response metrics


• Identify process bottlenecks and propose enhancements to improve ticketing efficiency


• Assist with minor troubleshooting or knowledge-based resolutions when possible


• Work closely with HRIS and Workday Functional Leads to ensure data integrity and system continuity


• Participate in training end-users and publishing knowledge articles for common requests

Qualifications:

• 2–4 years of experience in a ticketing, helpdesk, or service coordination role


• Working knowledge of **Workday HCM** modules (e.g., Core HR, Time Tracking, Payroll, Benefits)


• Familiarity with ITSM tools (e.g., ServiceNow, Jira, Zendesk, or equivalent)


• Strong organizational and analytical skills with attention to detail


• Excellent communication and stakeholder management abilities


• Ability to manage multiple priorities and maintain calm under pressure


• Bilingual (English/French) is an asset, especially for Canadian-based teams

Nice to Have

• Experience working with a shared services model


• Previous exposure to HR operations, payroll processes, or benefits administration


• Knowledge of workflow automation or scripting tools is an advantage

What’s in for you?

• At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.


• You get an open and transparent culture along with freedom to experimentation and innovation

Who are we?

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain, and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.

Deputation Location : CA~Alberta~Calgary