Job Description

About Client:
The client provides information technology (IT) services, including business outsourcing, infrastructure technology, and application services. The application service offered by the company includes application development, maintenance, and support. The markets served by the company are financial services and insurance, healthcare, manufacturing, government, transportation, communications, and consumer and retail industries.
Rate Range: CAD $45-$50/Hr
:

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

About ApTask:
ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-certified company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Candidate Data Collection Disclaimer:
At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.
If you have any concerns or queries about your personal information, please feel free to contact our compliance team at
Applicant Consent:
By submitting your application, you agree to ApTask's (www.aptask.com) and , and provide your consent to receive SMS and voice call communications regarding employment opportunities that match your resume and qualifications. You understand that your personal information will be used solely for recruitment purposes and that you can withdraw your consent at any time by contacting us at 732-355-8000 or help@aptask.com. Message frequency may vary. Msg & data rates may apply.
About ApTask:
ApTask is a leading global provider of workforce solutions and talent acquisition services, dedicated to shaping the future of work. As an African American-owned and Veteran-owned company, ApTask offers a comprehensive suite of services, including staffing and recruitment solutions, managed services, IT consulting, and project management. With a focus on excellence, collaboration, and innovation, ApTask provides unparalleled opportunities for professional growth and development. As a member of the ApTask team, you will have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success across diverse industries. Join us at ApTask and be part of our mission to empower organizations to thrive while fostering a diverse and inclusive work environment.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Candidate Data Collection Disclaimer:
At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.
If you have any concerns or queries about your personal information, please feel free to contact our compliance team at .
Applicant Consent:
By submitting your application, you agree to ApTask's (www.aptask.com) and , and provide your consent to receive SMS and voice call communications regarding employment opportunities that match your resume and qualifications. You understand that your personal information will be used solely for recruitment purposes and that you can withdraw your consent at any time by contacting us at 732-355-8000 or help@aptask.com. Message frequency may vary. Msg & data rates may apply.

Skills Required