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Job Title: Workday Support Team Supervisor Job Location: Little Rock, AR 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.
- 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).
- 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
- 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.
- ID: #42222368
- State: Arkansas Little rock 72204 Little rock USA
- City: Little rock
- Salary: USD TBD TBD
- Job type: Contract
- Showed: 2022-06-02
- Deadline: 2022-07-31
- Category: Et cetera