The University of Washington (UW) is proud to be one of the nation's premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.
The Integrated Service Center (ISC) provides single point of contact for high volume HR/Payroll inquiries at the University of Washington. Positions in this class series work in a service center environment using case management software and Workday Human Capital Management (HCM) software to address questions related to HR, Benefits and Payroll.
Working in the ISC, perform Tier 1 front-line service desk support work for users of Workday HCM software and customers of the University's HR/Payroll processes.
Under direct supervision and through the structure provided by ServiceNow case management software, operate as a member of a team dedicated to executing Tier 1 customer support functions within the ISC framework. Contact with customers is primarily transactional in nature and is highly structured by established policies and procedures.
Perform front-line service desk support, serving as the first point of contact for resolution of HR and Payroll inquiries directed to the ISC by the University's faculty, staff and student workers.
Identify, research and resolve user questions and inquiries regarding Workday functionality.?Act as first level technical response to items such as log-in issues, information in Workday that appears to be incorrect, etc.
Resolve inquiries based on established ISC policies and procedures and adhere to service center processes and workflow.
Answer a high volume of inbound calls in a fast-paced service center working environment.
Assist walk-in customers with routine questions and/or by reviewing materials, asking questions, and determining the appropriate Workday process.
Coordinate efficiently with a combination of HCM, Benefits, and Payroll resources within the ISC and advanced domain experts external to the ISC to address inquiries that should be escalated.
Serve as a liaison between Workday end users and other ISC staff to ensure timely, appropriate transfer of information and response to inquiries.
Utilize ServiceNow to facilitate management of inquiries/issues in accordance with established protocols.
Escalate complex issues to Sr. Customer Support Representatives or Tier 2 specialists within the ISC as well as in Central Business Units (CBUs) external to the ISC as required.
Use ServiceNow to facilitate management of inquiries/issues in accordance with established protocols.
Support periodic Workday update processes, including testing of employee self-service functions.
Assist with the identification and verification of additions/changes to the ISC working repository of knowledge content.
Assist in developing and verifying relevant content to support ISC training.
Take messages for staff and management.
Perform related duties as required.
High school graduation or equivalent AND One (1) year of general office experience or experience in customer service, telephone sales or problem resolution
OR Equivalent education/experience.
CONDITIONS OF EMPLOYMENT:
Appointment to this position is contingent upon obtaining satisfactory results from a criminal background check.
Application Process: The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Criminal Conviction History, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select Apply to this position. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your My Jobs page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergra...duate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.