Jocelyn Coca
Los Angeles,CA
Overview
10
10
years of professional experience
Work History
Payroll Product Support Analyst
Cast & Crew
09.2020 - 10.2025
- Delivered Tier 2 support for timekeeping and payroll SaaS platforms, resolving complex system issues including integration failures, configuration errors, and project setup discrepancies, escalating critical incidents as needed
- Ensured compliance and data accuracy by validating employee timecards, pay rules, and workflows in accordance with state and federal labor laws and union agreements
- Served as a key liaison between Business Systems, Product, and QA to identify system inefficiencies, document product defects, and deployment of fixes during UAT and regression testing cycles
- Managed a high-volume support queue, consistently meeting SLAs while maintaining high customer satisfaction through timely and accurate resolution of system incidents
- Collaborated cross-functionally with Payroll, Labor Relations, and Business Systems teams to configure and maintain client-specific workflows, pay rules, and project setup
- Developed and maintained internal knowledge articles, SOPs, and process documentation to standardize support practices and strengthen onboarding
- Maintained up-to-date knowledge of system releases, feature updates, and process changes to provide proactive, informed support and ensure alignment with organizational standards
- Provided actionable insights from product usage to recommend process improvements that enhanced overall ERP/SaaS platform performance and user experience
HRIS Analyst
Realtor.com
11.2019 - 08.2020
- Performed comprehensive file audits and reconciliations to ensure HRIS data integrity, quickly identifying and resolving discrepancies across UltiPro/People Insights and other integrated systems
- Assisted in mass data cleanup and migration projects, validating and importing files to maintain accurate, up-to-date employee records
- Generated and customized BI reports to provide actionable insights for HR, Compensation, and Payroll teams; responded to ad hoc report requests to support business operations
- Partnered with Compensation and HR teams to create, maintain, and audit job codes, ensuring accurate organizational structures and system alignment
- Processed HR transactions for new hires, transfers, personnel changes, terminations, and leaves of absence, ensuring accurate system records and compliance with federal, state, and company regulations
Workday Consultant
VCA Animal Hospitals
08.2018 - 07.2019
- Provided functional support for Workday HCM, assisting internal HR teams with system navigation, business process troubleshooting, and knowledge transfer to optimize ERP adoption and efficiency
- Resolved Tier 2 issues via ServiceNow, including data corrections, system errors, role assignments, position management, supervisory organizations, cost centers, and job profile configurations
- Assisted with Tier 1 inquiries related to recruiting, onboarding, payroll, benefits, leaves of absence, transfers, promotions, and terminations, ensuring timely resolution and data accuracy
- Collaborated with IT and HRIS teams to identify, troubleshoot, and resolve system access issues, integration errors, and downstream system data inconsistencies
- Managed Workday EIB uploads and integrations, reviewing, validating, and correcting data to maintain system integrity and synchronization with downstream systems
- Conducted testing and research in Workday Sandbox environments, identifying process errors, validating solutions, and implementing recommendations to improve legacy procedures and ERP workflows
- Recommended and implemented process improvements to enhance ERP functionality, streamline workflows, and support business continuity
HRIS Administrator
Live Nation Worldwide Inc.
04.2016 - 06.2018
- Administered and maintained HRIS and Workforce Management systems (Workday, ADP, ABIMM) to ensure accurate timekeeping, data integrity, and compliance with state and federal labor laws
- Supported Workday implementation, including mass data cleanup, EIB uploads, and resolution of file integration errors, ensuring smooth system transitions and synchronization with downstream systems
- Performed file audits and reconciliations to identify and resolve data discrepancies, maintaining system accuracy across integrated platforms
- Provided functional support for ABIMM WFM, including user security maintenance, configuration of departments, roles and system troubleshooting
- Resolved Workday inquiries via Zendesk, handling onboarding, transfers, password resets, recruiting, creation of Supervisory Organizations, and custom report requests
- Collaborated with IT, Finance, Auditing, and other business stakeholders on system testing, ad hoc projects, and process improvements to enhance ERP efficiency and operational performance
- Trained end-users on HRIS and ERP systems, standard operating procedures, and best practices to increase system adoption and reduce errors
Education
Bachelor of Arts -
University of California, San Diego
La Jolla, CASkills
- Incident management
- User acceptance testing
- CRM software - Salesforce, ServiceNow, Zendesk, Jira
- HRIS Systems - Workday, ADP, UltiPro
Timeline
Payroll Product Support Analyst
Cast & Crew
09.2020 - 10.2025
HRIS Analyst
Realtor.com
11.2019 - 08.2020
Workday Consultant
VCA Animal Hospitals
08.2018 - 07.2019
HRIS Administrator
Live Nation Worldwide Inc.
04.2016 - 06.2018
Bachelor of Arts -
University of California, San Diego