Service Desk Specialist in Toronto

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.

About the Role: Genpact is urgently looking for a strong Consultant for one of our precious clients in USA.

Role Summary: 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.

• Business Partnership & 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.
• Workday Configuration & Delivery: 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).
• Testing, Release & Change Management: 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.
• Production Support & Stability: 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.

Required Qualifications:

• 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.

Preferred Qualifications:

• 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.

What Success Looks Like:

• 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.

Why join Genpact?

• Lead AI-first transformation – Build and scale AI solutions that redefine industries.
• Make an impact – Drive change for global enterprises and solve business challenges that matter.
• Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills.
• Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace.
• Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build.
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress.

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together.