First for a reason First Student is the largest school transportation provider in North America with more than a century of experience providing safe and reliable transportation. We work with 1,250 school districts in 39 states and 8 Canadian provinces carrying approximately five million students in 21,000 schools daily. About the Position Responsibilities: Become the SME on the Workday Case management system. Appropriately identify and categorize help tickets. Assign tickets or assume responsibility to the appropriate SME to resolve the issue. Create/modify "Workday Help cases" if verbal or written communications identify the need to do so. Provide first and second line technical support to the First Student users. Monitor and follow-up on open cases. Categorize more complex issues with longer projection close dates. Work with Functional Lead on analyzing case workload, common issues, close rates. Identify common issues that could be solved with creation of a help aid tutorial. Create or modify help aid for new processes. Correct help aids that have a defect. Work with SME outside of the Help Team on open cases and problem solve for resolution or recategorizing of a Help case. Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner. Provide excellent customer service for all support queries and adhere to all service management principles. Work with Security Analyst on implementing security rights for users. Professional, quality, and timely communications with requestors and internal team members when working on a case. Qualifications: 1 year of experience with HR Data systems, help-desk administration Strong Communicator - written and verbal Excellent customer service skills Detail and accuracy oriented Analytical and problem solving skills Proficient in Microsoft Office 365 Flexible and adaptable in responding to changing priorities and requests Ability to work in a team environment First for a Reason Benefits We offer competitive compensation and benefits (which vary based on role, location, and business), including physical and mental health initiatives, medical/dental/vision, 401(k), and paid holiday/vacation. Professional Advancement Start here. Go far. We believe in promoting from within which means tremendous opportunities for you, thanks to our strong presence across North America. In addition, our 3 to 5 month Manager-In-Development program prepares future leaders at First Student. Extensive Training Build skills and knowledge in such areas as safety and security, injury prevention, technology and equipment, and job efficiency. Diversity & Inclusion Because we're stronger together, we aspire to have a culture where all people are First. We're committed to providing an inclusive and diverse working environment for everyone every day. Community Service & Impact Go where opportunity meets community. Our customers are at the heart of everything we do. As the face of First in your community, you'll have a positive impact on others. Apply today and get your career on the road with First Student! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. First is also committed to providing a drug-free workplace. First will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Ordinance, and any other fair chance law. Philadelphia's Fair Criminal Record Screening Standards Ordinance Poster is at this link or upon request . First Student is an Equal Opportunity Employer.