|Req #: ||143465 |
|Department: ||INTEGRATED SERVICE CENTER |
|Job Location: || Seattle Campus |
|Job Location Detail: ||UW Tower |
|Posting Date: ||04/27/2017 |
|Closing Info: || Closes On 05/04/2017 |
|Salary: ||$3,077-$4,113 per month |
|Union Position: ||Yes |
| || This classification is governed by a negotiated labor contract and is subject to union shop provisions. For more information about union shop provisions, visit Union Information |
|Notes: || Please note that this position has been reposted. If you have already submitted your application, you need not submit it again, as it has already been received. |
As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here.
If you would like to learn more about this innovative team, please visit the Integrated Service Center website.
| 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 an outstanding opportunity for a Customer Support Representative to play a key role in providing unified human resources and payroll customer support to employees throughout the institution.
This role will 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.
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 login 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.
Manage high-volume workloads by multi-tasking, coordinating with peers, and communicating with customers as required
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; provide feedback routinely to training team to assist in determining where additional campus training is needed.
Function as front desk receptionist for the ISC as scheduled; 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.
Experience providing excellent customer service to a wide range of customers
Experience providing service to a diverse group of customers; ability to exhibit a high degree of respect for diversity in customer base
Experience resolving complex inquiries and exhibiting efficient performance during high-volume timeframes
High level of ability to manage a high volume of disparate issues and bring swift resolution
Ability to learn broad scope of HR/Benefits/Payroll content in order to provide excellent customer service
Ability to communicate clearly, in writing and verbally to a broad, diverse audience
Ability to quickly learn new software systems
Conditions of Employment
Appointment to this position is contingent upon obtaining satisfactory results from a criminal background check.
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.