Ad.Financial Acctnt-Cplx Proc- Ticket Manager
Top Benefits
About the role
Role description
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.
Other details
Deputation Location : CA~Alberta~Calgary
About Mphasis
A leading applied technology services company, we innovate to deliver service excellence and successful outcomes across sales, delivery and development. With our strategy to be agile, nimble and customer-centric, we anticipate the future of applied technology and predict tomorrow’s trends to keep our clients at the summit in an ever-changing marketplace. Leading with architecture and design, our next-gen solutions enable enterprises to accelerate on their digital transformation journey.
Customer centricity is foundational to us and is reflected in the Mphasis’ Front2Back™ (F2B) transformation approach. F2B is a customer-in view approach that uses our industry-specific X2C2TM framework, and harnesses the power of cognitive technologies and rich data resident in enterprises to transform them. It is a way to introduce disruptive technology to smartly transform legacy environments. . Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients. Click here to know more
Mphasis Presents #HowGeekAreYou Passion, Perseverance, Perfection – we are defined by these three words. Relentless in our pursuit of knowledge, we believe in accepting the difference and defining the 'new normal', staying true to our vision and values. We believe in growth by knowledge, responsibility by authority and freedom by flexibility.
Be a part of a place where ideas are celebrated and perseverance is worshiped. Our doors are wide open, and breakthrough ideas are welcome from anyone. But we have a question to ask before we let you in: How Geek Are You? Click here to know more.
Ad.Financial Acctnt-Cplx Proc- Ticket Manager
Top Benefits
About the role
Role description
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.
Other details
Deputation Location : CA~Alberta~Calgary
About Mphasis
A leading applied technology services company, we innovate to deliver service excellence and successful outcomes across sales, delivery and development. With our strategy to be agile, nimble and customer-centric, we anticipate the future of applied technology and predict tomorrow’s trends to keep our clients at the summit in an ever-changing marketplace. Leading with architecture and design, our next-gen solutions enable enterprises to accelerate on their digital transformation journey.
Customer centricity is foundational to us and is reflected in the Mphasis’ Front2Back™ (F2B) transformation approach. F2B is a customer-in view approach that uses our industry-specific X2C2TM framework, and harnesses the power of cognitive technologies and rich data resident in enterprises to transform them. It is a way to introduce disruptive technology to smartly transform legacy environments. . Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients. Click here to know more
Mphasis Presents #HowGeekAreYou Passion, Perseverance, Perfection – we are defined by these three words. Relentless in our pursuit of knowledge, we believe in accepting the difference and defining the 'new normal', staying true to our vision and values. We believe in growth by knowledge, responsibility by authority and freedom by flexibility.
Be a part of a place where ideas are celebrated and perseverance is worshiped. Our doors are wide open, and breakthrough ideas are welcome from anyone. But we have a question to ask before we let you in: How Geek Are You? Click here to know more.