| 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. 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 outstanding opportunities for Sr. HCM Service Partners to play key roles in providing unified human resources and payroll customer support to employees throughout the institution. Four positions are available.
This role will operate as a member of a team dedicated to reviewing, approving and executing Tier 2 HCM functions, serving as the escalated point of contact for resolution of customer HCM inquiries, as well as serving as the first point of contact for transactional support for Department Administrators within distributed Units of the University and process a limited scope of centralized HCM system transactions. Additionally, this position will provide daily leadership to the HCM Service Partners, to include training, mentorship, delegation, resource planning, and leading process improvement initiatives.
HCM Leadership and Oversight
Act as a subject matter expert in the HCM domain, providing day-to-day leadership to the HCM Service Partners. Assist in answering complex customer questions when issues require escalation, train/mentor HCM Service Partners to improve knowledge of complex labor, compensation, hiring issues; research complex issues and document results to build collective knowledge of the ISC HCM team
Act as a subject matter expert on Workday functionality. Train/mentor HCM Service Partners on use of the system. Ensure HCM team is using Workday consistently. Act as system liaison with the Applications/Integrations/Reports team to ensure optimized system functionality
Assist in directing the work of the HCM Service Partners. Work with Director of HCM Operations to determine appropriate delegation of work, resource needs, and process improvement initiatives. Lead process improvement initiatives as needed
Serve as HCM Service Partner to Assigned Client Organizations/Departments
Acting as the primary point of contact for HCM administrative issues and inquiries, provide advanced consultative expertise to support the University's faculty, staff and working students by resolving complex HR and Payroll inquiries and by processing a defined scope of centralized Human Capital Management (HCM) system transactions
Provide tailored training/education to campus administrative staff on system and business process
Ensure completion of assigned ISC transactions in accordance with established standards.
Consult with assigned areas on proposed organizational structure changes; verify, approve and execute changes to organizational structure as reflected in Workday.
Serve as HCM Data Gatekeeper. As the primary gatekeeper for HCM data associated with his or her assigned units, the HCM Service Partner will review/approve a variety of HCM transactions, analyze audit reports and take proactive measures as required to minimize lapses in data integrity. This includes consulting with administrative units on security roles, delegation requests, and general access:
Provide HCM Subject Matter Expertise
Develop extensive insight across HMC processes (both within and external to Workday HCM) and consistently apply this end-to-end perspective in conjunction with meeting the service delivery objectives of the ISC.
Identify process improvement opportunities to deliver enhanced customer services to the organization. Identify and develop relevant content for organization-specific training and development, which may be added to the working repository of knowledge content.
Coordinate with other Tier 2 staff and with external Central Business Unit experts to address escalated inquiries.
Apply HCM subject matter expertise to support Workday HCM testing activities.
Act as expert within the ISC on FLSA in order to accurately consult on issues of primary job for staff/students holding multiple appointments
Act as expert on service dates to consult with staff/student/administrators on the impact of service dates
Have proficient knowledge of policy, procedure, and Workday fundamentals to complete routine audits of the system, to include monitoring for duplicate records
Address General Customer Inquiries
Contribute to an outstanding customer-service environment, including strong collaboration with key stakeholders
Apply tact and diplomacy when dealing with customers
Develop constructive alignments with designated areas of the organization in the interest of delivery high quality services
Utilize ServiceNow to facilitate management of inquiries/issues in accordance with established protocols
Provide inquiry support, balancing conflicting priorities and timelines resolve ambiguities using applied cross-domain knowledge.
Other Duties as Assigned
Support periodic Workday update processes, including HCM testing activities
Support ISC knowledge management processes, including identification and verification of additions/changes to the working repository of knowledge content
Support ISC training activities, including development and verification of relevant content
Bachelor's Degree with a minimum of four to five years of applicable experience
Experience working in the HR, Benefits and/or Payroll domains
Experience providing leadership in an HCM environment, to include staff training, delegation, and planning
Working experience processing transactions in HCM systems
Proficiency with the Workday system, or similar HCM system
Experience partnering with department transactional initiators and understanding the political landscape amongst distributed organizations
Extensive experience interacting with customers, including resolution of complex inquiries and efficient performance during high-volume timeframes
Experience supporting system testing and/or data validation activities
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration. Degree in Human Resources, Payroll or Business Administration