| 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. |
To support our faculty, staff, and student worker community, the UW is creating an Integrated Service Center (ISC) as a multi-channel resource (website, phone help desk, and walk-in center) for HR and Payroll inquiries and transactions. The ISC is the mission-critical portal to achieve the goals of the HR/Payroll Modernization Program, the largest single administrative initiative ever undertaken by the University. As a division of UW Information Technology (UW-IT), the ISC will not only support the transition to a new HR/Payroll technology, but will also play a role in facilitating new business processes across campus.
We are seeking highly motivated, entrepreneurial, team-oriented individuals to launch and staff the ISC. You will help to build a world-class shared services organization, dedicated to providing an exceptional customer service experience. You will deliver seamless support services in a one-stop shop where UW employees' inquiries are responded to with enthusiasm, efficiency, accuracy, and full legal compliance. Your commitment to collaboration and customer care will improve the way the UW works and contribute to a culture of service that ensures access and inclusivity for everyone.
The University of Washington's Integrated Service Center has an outstanding opportunity for a Senior Service Support Manager to play a key role in providing unified human resources and payroll customer support to employees throughout the institution.
This position is responsible for overseeing ISC release management, project management, knowledge management, and training & communications. It will require extensive collaboration across the ISC and with customers/stakeholders. The effectiveness of the Workday design and the associated service management framework will directly impact the University's ability to ensure the integrity of HCM data and transactional outcomes.
Manages Operations in the ISC
Lead a team dedicated to supporting cohesive operations across the ISC service delivery model
Foster strong collaboration across the ISC team and with its customers
Manage and coach a team of Tier 3 Service Support members
Cultivates a high-caliber service environment
Direct cyclical Workday releases processes, including planning, cross-team coordination, objective setting, testing and migration into the Production tenant
Lead Workday change request and change control processes, including identification of improvement opportunities, coordination of associated configuration and testing, and migration into the Production tenant
Maintain productive relationships with designated stakeholders/administrators, collaborating at a high level to understand policies, procedures and established standards
Work across organizational units and institutional structures to assure the foundation of information leveraged by the ISC and its customers is accurate and easily accessible and comprehendible.
Drive monitoring and evaluation of an extensive repository of HR/P inquiry responses and issue resolutions, maintaining the associated content over time to reflect enhanced understanding and the evolving needs of the organization
Provide functional leadership for ServiceNow and the ISC portal/landing page
Lead a team dedicated to creation and delivery of ISC training content
Provide leadership for change management and communications related to ISC deliverables and activities
ISC Operations and Application Support
Partner with ISC leadership to ensure service level agreements (SLAs) and key performance indicators (KPIs) are at or above standards, constantly striving to improve the quality and customer experience
Coordinate closely with Tier 1 and Tier 2 ISC resources across the HCM, Benefits and Payroll spectrum
Support resolution of stakeholder inquiries as needed
Partner with ISC Tier 3 Application Support on new configuration activities as required
Bachelor's Degree in in Human Resources, Payroll, Business Administration, Information Science, Computer Science or related areas, with a minimum of six to eight years of applicable experience
Experience with increasing responsibility in a consultative, business advisory, or strategic role
Experience working in a management/leadership role
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
Working experience managing relevant processes in a similar environment
Experience communicating effectively with diverse stakeholders, including customers and key process stakeholders
Experience using a proactive continual improvement/iterative approach to meet HR and Payroll process design requirements, assimilating stakeholder feedback and refining operational frameworks on an ongoing basis
Experience in a call center or shared services environment
Master's degree in Human Resources, Business Administration or information technology related field
Experience playing a leadership role in a shared services environment
Working experience designing, executing and/or managing relevant business processes at the University of Washington or in a comparable higher education environment
Experience in the use of customer support infrastructure tools, including a service management system, knowledge base and associated