U.S. Urology Partners

IT Support

• Implement, manage and support ITIL-aligned processes including Incident, Service Requests, Problem, and Change Management
• Contribute to the development of service desk performance metrics (e.g. SLAs, KPIs, first call resolution, ticket response times, ticket resolution times, customer satisfaction) and provide actionable insights for continuous improvement
• Respond to requests for technical assistance via phone, chat, or email
• Provide excellent customer service by actively listening to user concerns, clearly explaining solutions, and maintaining a professional and courteous demeanor
• Act as the primary escalation point for complex or critical technical issues and coordinate resolution efforts with end users / customers, internal teams, external vendors, and managers for timely resolution
• Develop and maintain documentation such as knowledge base articles, workflows, and standard operating procedures
• Conduct regular training and mentoring sessions for Service Desk staff to ensure skill development and adherence to ITIL / ITSM best practices
• Drive continuous improvement initiatives, leveraging user feedback and performance data to enhance service delivery
• Conduct thorough Root Cause Analysis for recurring Incidents to identify and address systemic issues
• Collaborate with infrastructure, application, and security teams to implement long-term fixes and preventative measures
• Promote automation and self-service tools to reduce manual workload and enhance service efficiency
• Collaborate with the IT Service Delivery Manager to ensure alignment with overall service delivery goals
• Manage process for communicating outage/emergency activities to the organization where applicable.

IT Service Desk Specialist III

Analyst

• The Workday HRIS Analyst is responsible for the configuration, administration, support, and continuous improvement of Workday Human Capital Management modules.
• Serve as the primary subject matter expert for HR-facing Workday functionality, partnering closely with People Operations stakeholders to optimize business processes, deliver reporting insights, and ensure system integrity across HCM, Payroll, Benefits, Recruiting, Talent, and related modules.
• Monitor and resolve support tickets for Workday HCM
• Own configuration and ongoing administration of Workday HCM modules including Core HCM, Payroll, Benefits, Absence, Recruiting, Talent & Performance, and Learning
• Design, build, and maintain Workday business processes, condition rules, notifications, and security assignments
• Manage Workday tenant configuration across production and sandbox environments
• Support bi-annual Workday release cycles including feature review, testing, and deployment
• Serve as the primary point of contact for People Operations stakeholders on Workday system questions, issues, and enhancement requests
• Translate People Operations business requirements into Workday configuration solutions
• Conduct user acceptance testing with People Operations partners and document outcomes
• Develop and deliver end-user training materials and job aids for Workday HCM functionality
• Build and maintain Workday reports, dashboards, and scorecards to support HR operational and strategic needs
• Partner with People Operations leadership to deliver workforce analytics including headcount, turnover, compensation, and DEI metrics
• Ensure data quality and consistency across HCM data domains
• Lead or support Workday HCM project initiatives including new module deployments, process redesigns, and system integrations
• Proactively identify opportunities to improve People Operations processes through better use of Workday functionality
• Document configuration decisions, business process designs, and system changes

Workday HRIS Analyst

Manager

• Implements, administers, and maintains benefits programs, policies, and procedures
• Ensures programs are equitable, meet associate needs, comply with legal requirements, and are cost effective
• Assists in developing benefits communications and serves as a knowledgeable resource for associates on benefits related issues
• Compares existing benefits programs against peer organizations to determine competitiveness, trends and developments
• Own the full benefits lifecycle — new hire enrollment, qualifying life events, and annual open enrollment coordination, entry, and communications
• Serve as the primary point of contact for associate benefits questions spanning medical, dental, vision, 401(k), and other programs
• Partner with Payroll to ensure accurate benefits deductions, reporting, and reconciliation
• Review and audit benefits invoices prior to accounts payable processing; run scheduled and ad-hoc reporting to support operations and decision-making
• Evaluate benefits offerings against peer organizations to identify gaps, trends, and opportunities to enhance competitiveness
• Serve as the internal point of contact for the third-party administrator to manage leave of absence and disability workflows in partnership with regional People Operations leaders
• Guide employees and managers through FMLA, LOA, and workers' compensation processes with clarity and consistency
• Maintain accurate and compliant records for leave, disability, and workers' compensation cases
• Audit associates on leave to ensure HRIS records are current and accurate throughout the leave cycle
• Ensure benefits programs and practices comply with applicable federal and state labor regulations
• Maintain personnel, leave, and benefits files with a high standard of accuracy and confidentiality
• Perform HRIS updates for personnel status changes related to leaves and benefits transactions
• Advise employees and managers on benefits policies, procedures, and best practices
• Contribute to the new hire experience by delivering clear, welcoming benefits communications and education
• Lead and support special projects within the People Operations function as needed

IT Service Desk Specialist III

Workday HRIS Analyst

Benefits Manager