Customer Support
for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use - for any list of duties/requirements/benefits, and
for prose. Do NOT repeat job title as heading (the page already shows it). Do NOT put Job ID/requisition numbers as headings. Preserve all substantive info; do not invent or summarize away detail. Remove boilerplate (cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions). Include a section ONLY when posting has real, specific content for it — never emit heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless posting actually states them. Prefer few substantive sections over many thin ones.
We need to parse the posting.
Key sections:
- "What We're Looking For" includes bullet-like statements: adaptable and resourceful, customer-focused communicators, accountable and solution-oriented, highly organized and able to prioritize. Also "Strongly Preferred" bullet: previous experience with Workday and/or ServiceNow, experience supporting Workday Finance and/or Supply Chain functions.
- "Schedule & Availability": details about required dates and times, work arrangement.
- "Job Summary": description.
- "Key Responsibilities": bullet list.
- "Job Type & Location": contract position based out of New York, NY.
- "Pay And Benefits": pay range $18.00 - $23.00/hr, benefits list.
- "Workplace Type": hybrid position in New York,NY.
- "Application Deadline": anticipated to close on Oct 7, 2026.
- "About TEKsystems": description (maybe we can include as About the role? Actually "About the role" is a heading we can use for job summary? The instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can map sections accordingly.
We need to decide which sections to include based on content.
We have:
- About the role: could be Job Summary (description of role). That's substantive.
- Responsibilities: Key Responsibilities (list). Good.
- Requirements: maybe "What We're Looking For" includes required traits and strongly preferred experience. Could be Requirements.
- Qualifications: maybe not separate; we could combine with Requirements? But we need to avoid thin sections. Could combine Requirements and Qualifications into one? But instruction says we can use those headings if we have content. We have content for Requirements (traits, experience). Qualifications maybe not distinct; we could skip Qualifications if no specific qualifications like degree etc. Not present.
- Skills: maybe we could extract skills from "What We're Looking For": adaptable, resourceful, customer-focused communicators, accountable, solution-oriented, organized, prioritize, experience with Workday/ServiceNow, etc. Could be Skills.
- Benefits: we have benefits list.
- Pay: we have pay range.
- Schedule: we have schedule & availability details.
Thus we can include sections: About the role (Job Summary), Responsibilities, Requirements (or maybe Requirements + Skills combined?), Skills, Benefits, Pay, Schedule.
But we must avoid thin sections. Let's see if each has enough content.
About the role: Job Summary paragraph: "The Resource Center Representative provides Tier 1 support for employee inquiries received through phone, email, chat, and other channels. This role delivers exceptional customer service with a focus on first-contact resolution, case management, issue identification, problem resolution, and appropriate escalation to Tier 2 support when needed. The position will also support the Workday ERP implementation and ongoing Workday operations." That's substantive.
Responsibilities: list of duties under Key Responsibilities (multiple bullet points). Good.
Requirements: Could be the "What We're Looking For" traits plus "Strongly Preferred". That's substantive.
Skills: Could be derived from same but maybe we can treat "What We're Looking For" as Skills? But we already used for Requirements. Might be overlapping. Better to separate: Requirements = mandatory traits (adaptable, resourceful, customer-focused communicators, accountable and solution-oriented, highly organized and able to prioritize). Skills = preferred experience (Workday, ServiceNow, Workday Finance/Supply Chain). That seems reasonable.
Benefits: list of benefits (medical, dental & vision, Critical Illness, Accident, Hospital, 401(k), Life Insurance, Short and long-term disability, HSA, Transportation benefits, Employee Assistance Program, Time Off/Leave). That's substantive.
Pay: pay range $18.00 - $23.00/hr plus note about factors. That's substantive.
Schedule: schedule & availability details (must be available Dec 31, Jan 1, weekends Jan 2-3 and Jan 9-10, standard Mon-Fri otherwise, either 8am-4pm or 11am-7pm, work arrangement remote Nov-Dec, onsite Jan-Feb, hybrid thereafter). That's substantive.
We should also include Job Type & Location maybe as part of About the role? But we have no heading for Job Type & Location; we could incorporate into About the role as a paragraph. However instruction says use headings for sections; we can add a paragraph about location inside About the role or maybe a separate section like "Job Type & Location" not in allowed headings list; but we could treat as part of About the role. The allowed headings list includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we should stick to those. So we need to embed location info somewhere, maybe in About the role.
Also we need to remove boilerplate: EEO statements, legal, etc. Also remove duplicated lines, application instructions, etc. Also remove "About TEKsystems" etc. Also remove "Application Deadline"? That's not in allowed headings; but we could maybe include as a paragraph in About the role? However instruction says include a section ONLY when posting has real, specific content for it — never emit heading followed by filler/placeholder text. It didn't say we cannot include other info like Application Deadline as a paragraph within a section. But we should avoid adding extra headings not in list. So we can include Application Deadline as a paragraph inside About the role or maybe as a separate
after sections? The instruction: "Output ONLY the HTML fragment — no /, no markdown code fences." It didn't forbid extra paragraphs not under headings. But we should aim to follow the structure: headings with content. Could add a
for Application Deadline after Schedule maybe. But better to incorporate into About the role as a note.
We also need to remove "Workplace Type" duplicate; we already have hybrid info in Schedule.
We need to preserve all substantive information. Let's extract.
Substantive info:
- Job Summary: as above.
- Responsibilities list:
* Respond to employee inquiries of basic to moderate complexity through multiple support channels.
* Utilize knowledge articles, call guides, and established procedures to resolve issues.
* Educate employees on self-service tools and available resources.
* Document inquiries, troubleshoot issues, and track case activity within ticketing systems.
* Escalate complex issues appropriately and follow through to resolution.
* Conduct outbound follow-up communications as needed.
* Deliver a high level of customer service while maintaining response time and quality standards.
* Support transactions, employee inquiries, and ticket resolution related to the Workday ERP implementation and existing Workday HCM environment.
* Assist users with Workday Finance, Supply Chain, HR, Payroll, Benefits, Recruiting, Compensation, Performance Management, and Employee/Manager Self-Service processes.
* Partner with HR, Finance, IT, Supply Chain, Research, and other business teams to resolve issues and support business operations.
* Assist with system adoption efforts, process improvements, and end-user support activities.
* Perform day-to-day operational support for HR processes and applications.
* Process Workday transactions and provide concierge-level support when necessary.
* Complete tasks in accordance with standard operating procedures and data quality standards.
* Collaborate with HR Business Partners and managers to resolve low-complexity issues.
* Provide regular status updates and maintain accurate case documentation.
- Requirements (mandatory traits):
* Adaptable and resourceful: comfortable working in a fast-paced, evolving environment supporting a major Workday ERP implementation; flexible and willing to take on additional responsibilities as business and project needs change; can learn quickly, troubleshoot unfamiliar issues, and adapt to evolving processes and information.
* Customer-focused communicators: demonstrate excellent phone, email, and chat communication skills, with professionalism, patience, and empathy needed to support a diverse employee population, including clinical, research, and administrative staff.
* Accountable and solution-oriented: take ownership of employee inquiries from initial contact through resolution; able to follow up with support teams, advocate for employees, escalate issues when appropriate, and drive cases to completion.
* Highly organized and able to prioritize: comfortable managing multiple cases and shifting priorities in a high-volume support environment during ERP go-live and hypercare periods.
- Skills (preferred):
* Previous experience with Workday and/or ServiceNow.
* Experience supporting Workday Finance and/or Supply Chain functions.
- Schedule & Availability:
* Must be available to work on December 31 (New Year's Eve) and January 1 (New Year's Day) during the ERP go-live.
* Work weekends on January 2-3 and January 9-10.
* Maintain a standard Monday-Friday schedule outside of these required go-live dates.
* Must also be available to work either 8:00 AM - 4:00 PM, or 11:00 AM - 7:00 PM.
* Work Arrangement:
* November-December: Remote
* January-February: 100% onsite during go-live and hypercare support
* March onward: Expected to transition back to a remote or hybrid model
* This position should be considered hybrid, and candidates must be flexible to work onsite as business needs require.
- Pay And Benefits:
* Pay range: $18.00 - $23.00/hr. Individual compensation offered within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
* Benefits (if eligible for this temporary role may include):
* Medical, dental & vision
* Critical Illness, Accident, and Hospital
* 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
* Life Insurance (Voluntary Life & AD&D for the employee and dependents)
* Short and long-term disability
* Health Spending Account (HSA)
* Transportation benefits
* Employee Assistance Program
* Time Off/Leave (PTO, Vacation or Sick Leave)
- Job Type & Location: Contract position based out of New York, NY.
- Application Deadline: anticipated to close on Oct 7, 2026.
- About TEKsystems: descriptive paragraphs about company; we might consider as "About the role"? Actually "About the role" is for role description, not company. But we have no heading for company info; we could omit as it's boilerplate? It's not required to preserve; it's somewhat generic but still substantive about employer. However instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "About TEKsystems" paragraphs are not exactly boilerplate but could be considered company overview; but they are repeated twice. Might be considered not essential to the job posting; but we could keep a brief summary? The instruction says
for prose. Do NOT repeat job title as heading (the page already shows it). Do NOT put Job ID/requisition numbers as headings. Preserve all substantive info; do not invent or summarize away detail. Remove boilerplate (cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions). Include a section ONLY when posting has real, specific content for it — never emit heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless posting actually states them. Prefer few substantive sections over many thin ones. We need to parse the posting. Key sections: - "What We're Looking For" includes bullet-like statements: adaptable and resourceful, customer-focused communicators, accountable and solution-oriented, highly organized and able to prioritize. Also "Strongly Preferred" bullet: previous experience with Workday and/or ServiceNow, experience supporting Workday Finance and/or Supply Chain functions. - "Schedule & Availability": details about required dates and times, work arrangement. - "Job Summary": description. - "Key Responsibilities": bullet list. - "Job Type & Location": contract position based out of New York, NY. - "Pay And Benefits": pay range $18.00 - $23.00/hr, benefits list. - "Workplace Type": hybrid position in New York,NY. - "Application Deadline": anticipated to close on Oct 7, 2026. - "About TEKsystems": description (maybe we can include as About the role? Actually "About the role" is a heading we can use for job summary? The instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can map sections accordingly. We need to decide which sections to include based on content. We have: - About the role: could be Job Summary (description of role). That's substantive. - Responsibilities: Key Responsibilities (list). Good. - Requirements: maybe "What We're Looking For" includes required traits and strongly preferred experience. Could be Requirements. - Qualifications: maybe not separate; we could combine with Requirements? But we need to avoid thin sections. Could combine Requirements and Qualifications into one? But instruction says we can use those headings if we have content. We have content for Requirements (traits, experience). Qualifications maybe not distinct; we could skip Qualifications if no specific qualifications like degree etc. Not present. - Skills: maybe we could extract skills from "What We're Looking For": adaptable, resourceful, customer-focused communicators, accountable, solution-oriented, organized, prioritize, experience with Workday/ServiceNow, etc. Could be Skills. - Benefits: we have benefits list. - Pay: we have pay range. - Schedule: we have schedule & availability details. Thus we can include sections: About the role (Job Summary), Responsibilities, Requirements (or maybe Requirements + Skills combined?), Skills, Benefits, Pay, Schedule. But we must avoid thin sections. Let's see if each has enough content. About the role: Job Summary paragraph: "The Resource Center Representative provides Tier 1 support for employee inquiries received through phone, email, chat, and other channels. This role delivers exceptional customer service with a focus on first-contact resolution, case management, issue identification, problem resolution, and appropriate escalation to Tier 2 support when needed. The position will also support the Workday ERP implementation and ongoing Workday operations." That's substantive. Responsibilities: list of duties under Key Responsibilities (multiple bullet points). Good. Requirements: Could be the "What We're Looking For" traits plus "Strongly Preferred". That's substantive. Skills: Could be derived from same but maybe we can treat "What We're Looking For" as Skills? But we already used for Requirements. Might be overlapping. Better to separate: Requirements = mandatory traits (adaptable, resourceful, customer-focused communicators, accountable and solution-oriented, highly organized and able to prioritize). Skills = preferred experience (Workday, ServiceNow, Workday Finance/Supply Chain). That seems reasonable. Benefits: list of benefits (medical, dental & vision, Critical Illness, Accident, Hospital, 401(k), Life Insurance, Short and long-term disability, HSA, Transportation benefits, Employee Assistance Program, Time Off/Leave). That's substantive. Pay: pay range $18.00 - $23.00/hr plus note about factors. That's substantive. Schedule: schedule & availability details (must be available Dec 31, Jan 1, weekends Jan 2-3 and Jan 9-10, standard Mon-Fri otherwise, either 8am-4pm or 11am-7pm, work arrangement remote Nov-Dec, onsite Jan-Feb, hybrid thereafter). That's substantive. We should also include Job Type & Location maybe as part of About the role? But we have no heading for Job Type & Location; we could incorporate into About the role as a paragraph. However instruction says use headings for sections; we can add a paragraph about location inside About the role or maybe a separate section like "Job Type & Location" not in allowed headings list; but we could treat as part of About the role. The allowed headings list includes About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we should stick to those. So we need to embed location info somewhere, maybe in About the role. Also we need to remove boilerplate: EEO statements, legal, etc. Also remove duplicated lines, application instructions, etc. Also remove "About TEKsystems" etc. Also remove "Application Deadline"? That's not in allowed headings; but we could maybe include as a paragraph in About the role? However instruction says include a section ONLY when posting has real, specific content for it — never emit heading followed by filler/placeholder text. It didn't say we cannot include other info like Application Deadline as a paragraph within a section. But we should avoid adding extra headings not in list. So we can include Application Deadline as a paragraph inside About the role or maybe as a separate
after sections? The instruction: "Output ONLY the HTML fragment — no /, no markdown code fences." It didn't forbid extra paragraphs not under headings. But we should aim to follow the structure: headings with content. Could add a
for Application Deadline after Schedule maybe. But better to incorporate into About the role as a note. We also need to remove "Workplace Type" duplicate; we already have hybrid info in Schedule. We need to preserve all substantive information. Let's extract. Substantive info: - Job Summary: as above. - Responsibilities list: * Respond to employee inquiries of basic to moderate complexity through multiple support channels. * Utilize knowledge articles, call guides, and established procedures to resolve issues. * Educate employees on self-service tools and available resources. * Document inquiries, troubleshoot issues, and track case activity within ticketing systems. * Escalate complex issues appropriately and follow through to resolution. * Conduct outbound follow-up communications as needed. * Deliver a high level of customer service while maintaining response time and quality standards. * Support transactions, employee inquiries, and ticket resolution related to the Workday ERP implementation and existing Workday HCM environment. * Assist users with Workday Finance, Supply Chain, HR, Payroll, Benefits, Recruiting, Compensation, Performance Management, and Employee/Manager Self-Service processes. * Partner with HR, Finance, IT, Supply Chain, Research, and other business teams to resolve issues and support business operations. * Assist with system adoption efforts, process improvements, and end-user support activities. * Perform day-to-day operational support for HR processes and applications. * Process Workday transactions and provide concierge-level support when necessary. * Complete tasks in accordance with standard operating procedures and data quality standards. * Collaborate with HR Business Partners and managers to resolve low-complexity issues. * Provide regular status updates and maintain accurate case documentation. - Requirements (mandatory traits): * Adaptable and resourceful: comfortable working in a fast-paced, evolving environment supporting a major Workday ERP implementation; flexible and willing to take on additional responsibilities as business and project needs change; can learn quickly, troubleshoot unfamiliar issues, and adapt to evolving processes and information. * Customer-focused communicators: demonstrate excellent phone, email, and chat communication skills, with professionalism, patience, and empathy needed to support a diverse employee population, including clinical, research, and administrative staff. * Accountable and solution-oriented: take ownership of employee inquiries from initial contact through resolution; able to follow up with support teams, advocate for employees, escalate issues when appropriate, and drive cases to completion. * Highly organized and able to prioritize: comfortable managing multiple cases and shifting priorities in a high-volume support environment during ERP go-live and hypercare periods. - Skills (preferred): * Previous experience with Workday and/or ServiceNow. * Experience supporting Workday Finance and/or Supply Chain functions. - Schedule & Availability: * Must be available to work on December 31 (New Year's Eve) and January 1 (New Year's Day) during the ERP go-live. * Work weekends on January 2-3 and January 9-10. * Maintain a standard Monday-Friday schedule outside of these required go-live dates. * Must also be available to work either 8:00 AM - 4:00 PM, or 11:00 AM - 7:00 PM. * Work Arrangement: * November-December: Remote * January-February: 100% onsite during go-live and hypercare support * March onward: Expected to transition back to a remote or hybrid model * This position should be considered hybrid, and candidates must be flexible to work onsite as business needs require. - Pay And Benefits: * Pay range: $18.00 - $23.00/hr. Individual compensation offered within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. * Benefits (if eligible for this temporary role may include): * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) - Job Type & Location: Contract position based out of New York, NY. - Application Deadline: anticipated to close on Oct 7, 2026. - About TEKsystems: descriptive paragraphs about company; we might consider as "About the role"? Actually "About the role" is for role description, not company. But we have no heading for company info; we could omit as it's boilerplate? It's not required to preserve; it's somewhat generic but still substantive about employer. However instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The "About TEKsystems" paragraphs are not exactly boilerplate but could be considered company overview; but they are repeated twice. Might be considered not essential to the job posting; but we could keep a brief summary? The instruction says