SUMMARY:

The Senior Director of Workday Support and Operations will spearhead a team dedicated to overseeing and optimizing the Workday Financial, HCM, and Payroll ERP system. The Senior Director will function as the primary “owner” of Workday-related services at the University. This will include management of a team dedicated to serving the University by driving resolution of issues/inquiries, facilitating enhancement requests/new configurations, continuously improving the University’s use of Workday through smart deployment of the quarterly Workday upgrades, and ensuring the maintenance and integrity of the data structure. Additionally, the incumbent will ensure a high level of coordination across the entirety of the Workday support model at the University.

RESPONSIBILITIES:

• Functions as the Workday lead for the University including management of the Workday Support team: build and implement a support team model that manages customer-focused inquiry and transactional processes; collaborates with stakeholders in support of a continuous improvement; and strategically advances the team to lead implementation, optimization, and adaption of Workday and related systems to the University’s needs.
• Is accountable for coordination of Workday and related systems support services
• Implements University support model policies and procedures and works to ensure campus adherence
• Exhibits a customer-centric approach and focuses on elevating the support model experience in the departments/units
• Drives communication and coordination of Workday support services
• Manages coordination with the University Workday governance and serves as the primary liaison
• Is responsible for prioritization and gatekeeping of Workday enhancement requests and ensuring those enhancements protect the integrity of the data structure
• Evaluates and advocates for necessary Workday enhancements
• Ensures system/process requirements are defined in a consistently clear and detailed manner
• Collaboratively manage the support team, including HCM and Finance business analysts, with shared oversight and dual reporting to respective functional leaders.
• Ensures that the University has conducted requisite troubleshooting prior to escalating to the University’s Workday governance
• Ensures that testing efforts are coordinated in support of changes introduced to Workday via University’s Workday governance
• Oversees coordination of Finance and HCM user groups ensuring associated knowledge sharing and communication of feedback to University’s Workday governance
• Continuously improves 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
• Works collaboratively to ensure Workday change management and communication to the campus occurs in a timely and effective manner
• Provides guidance and input into the reporting strategy and prioritization of Workday reporting requests

QUALIFICATIONS:

• 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
• Demonstrated ability to understand the system data structure and protect data integrity as enhancements are made and new needs arise

EDUCATION & EXPERIENCE:

• Bachelor's degree in Information Science, Computer Science, Business Administration, Human Resources, Finance or related area required. Master’s degree preferred.
• At least ten years of experience delivering enterprise services or equivalent support; preference for Experience playing a leadership role in a Workday support model environment
• At least five years of supervisory experience
• Demonstrable leadership experience, including supervision of diverse resources in a deadline-driven environment while cultivating trust, strong collaboration and professional development on a high-performing team; preferred working experience designing and/or managing relevant business processes in a comparable higher education environment
• 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; preferred experience designing and managing Workday foundational elements, business processes and associated reporting functionality
• 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. Preferred Experience in formulating, negotiating and developing Service Level Agreements (SLAs)
• 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. Preferred experience in the use of customer support infrastructure tools, including a call ticketing system, knowledge base and associated reporting tools

WORK HOURS:

• Full-time, exempt position
• Monday – Friday, 8:30 a.m. - 5:00 p.m.; 7.75 hrs./day; 38.75 hrs./week

SALARY STRUCTURE:

Pay Grade 11 (Hiring Range $101,670.00 to $158,860.00 annually)

ABOUT UR:

At the University of Richmond, we’re creative, inclusive, and determined. We’re Spiders, and our mission is to create positive change in the UR community and beyond. Located minutes from downtown Richmond, Virginia, the University of Richmond (www.richmond.edu) blends the intimacy of a small college with exceptional academic, research, and cultural opportunities usually found only at large institutions. There’s only one place like Richmond.

UR is committed to developing a diverse faculty, staff and student body, and to modeling an inclusive campus community which values the expression of differences in ways that promote excellence in teaching, learning, personal development and institutional success. In keeping with this commitment, our academic community welcomes candidates from diverse backgrounds and candidates who support diversity. EOE