Shift timings: Monday - Friday. 8am to 5pm
Duration for this assignment: 6-12 months, could be a temp-to-hire Department:
The qualified applicant should be able to cultivate an environment that is highly focused on delivering quality services to customers. In achieving this objective, the incumbent will need to drive clear communications across all tiers of the Workday support model and instill a collaborative approach to solving problems and achieving significant improvement over time.
Regular, reliable, and non-disruptive attendance is an essential job function of this job, as is the ability to create and maintain collegial, harmonious working relationships with others. This position is governed by state and federal laws, and agency/institution policy.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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Duration for this assignment: 6-12 months, could be a temp-to-hire
Department:
VC Finance & Administration
Summary of Job Duties:
The Workday Support Team Supervisor is a twelve-month provisional position that provides services critical to maintaining and enhancing the Workday experience for the UA Little Rock community. The hallmarks of this team will be delivering timely and accurate outcomes that are highly attuned to the fast-paced campus environment.
Ultimately reporting to the Vice-Chancellor for Finance and Administration, the Workday Support Team Supervisor will manage a team dedicated to serving customers by driving resolution of issues/inquiries, facilitating enhancement requests, and delivering effective change management and communications. Additionally, the incumbent will ensure a high level of coordination across the entirety of the Workday support model at UA Little Rock.
The qualified applicant should be able to cultivate an environment that is highly focused on delivering quality services to customers. In achieving this objective, the incumbent will need to drive clear communications across all tiers of the Workday support model and instill a collaborative approach to solving problems and achieving significant improvement over time.
Regular, reliable, and non-disruptive attendance is an essential job function of this job, as is the ability to create and maintain collegial, harmonious working relationships with others. This position is governed by state and federal laws, and agency/institution policy.
Qualifications:
Minimum Qualifications:
- Bachelor's degree in Information Science, Computer Science, Business Administration, Human Resources, Finance or related area;
- At least five years of experience, some of which was the delivery of enterprise services or equivalent support;
- At least two years of supervisory experience;
- Demonstrable leadership experience, including supervision of diverse resources in a deadline-driven environment and cultivation of trust, strong collaboration, and professional development on a high-performing team;
- Experience providing enterprise application services to a user community, including resolution of complex or time-sensitive customer service issues;
- Experience coordinating with functional subject matter experts and technical teams to understand system issues, enhance business processes, and support testing activities;
- Experience delivering high-quality customer services to an organization in a leadership role, including management of complex issues/inquiries and facilitation of enhancement requests;
- Experience collaborating with key stakeholders to balance competing priorities, including process efficiency and user satisfaction considerations;
- Experience communicating effectively with diverse stakeholders, including customers, governance teams, and key process stakeholders;
- Experience utilizing a proactive continuous improvement/iterative approach to support model requirements, engaging stakeholders to promote feedback, and refining working frameworks on an ongoing basis;
- Experience working with Workday Finance and/or HCM in some manner.
Preferred Qualifications:
- Master's degree in Information Science, Computer Science, Business Administration, Human Resources, Finance or related area;
- Experience playing a leadership role in a Workday support model environment;
- Working experience designing and/or managing relevant business processes at UA Little Rock or in a comparable higher education environment;
- Experience designing and managing Workday foundational elements, business processes, and associated reporting functionality;
- Experience in the use of customer support infrastructure tools, including a call ticketing system, knowledge base, and associated reporting tools;
- Experience in formulating, negotiating, and developing Service Level Agreements (SLAs).
Job Duties and Responsibilities:
- Functions as the Workday Support Team lead for UA Little Rock;
- Implement UA Little Rock support model policies and procedures and ensures campus adherence;
- Exhibit a customer-centric approach and focuses on elevating the support model experience in the departments/units;
- Drive communication and coordination of support services;
- Manage coordination with Project One relative to Workday Support Team issues;
- Has cognizance over prioritization and gatekeeping of Workday enhancement requests;
- Advocate for needed UA Little Rock enhancements;
- Ensure system/process requirements are defined in a consistently clear and detailed manner;
- Directly manages the Workday Support Team;
- Ensure that UA Little Rock has conducted requisite troubleshooting prior to escalating to Project One;
- Ensure that testing efforts are coordinated in support of changes introduced to Workday via Project One;
- Participate in Finance and HCM Workday user groups, associated knowledge sharing, and communication of feedback to Project One;
- Continuously improve the Workday support model by building a culture of user engagement including learning from end-users how to improve their experience, and providing tools for users to adapt to Workday requirements;
- Provide guidance and input into the reporting strategy and prioritization of Workday reporting requests;
- Other duties as assigned
Knowledge, Skills & Abilities:
- Excellent verbal and written communication skills;
- Ability to coordinate support services in a multi-tiered framework;
- Ability to manage an enterprise services Support Team;
- Ability to implement policies and procedures and drive adherence;
- Ability to instill a customer-centric approach and enhance user experiences;
- Ability to understand complex requirements and prioritize enhancement initiatives;
- Ability to clearly articulate requirements and advocate on behalf of a user community;
- Ability to promote collaboration amongst disparate constituencies in a distributed environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.