WORKDAY SUPPORT LEAD

This is a remote position.

• Lead a team of Workday Support Analysts and manage day-to-day delivery of support services.
  
• Oversee and own the overall customer support experience including service ticket management, communications, reporting and escalation management.
  
• Identify opportunities for improved support processes, documentation, and training to drive support efficiency.
  
• Performance advanced troubleshooting and root cause analysis for complex Workday issues.
  
• Collaborate cross-functionally with People Experience, Technology and other business teams on process optimization.
  
• Develop team skills by coaching Analysts and fostering continuous learning environment.
  
• Monitor support metrics like ticket volume, resolution time, customer satisfaction to identify improvement areas.
  
• Stay current on Workday product releases and new features and evaluate potential impact on support delivery.
  
• Provide high quality Workday product support across all Workday HCM modules.
  
• Work closely with Workday Lead Analysts and project teams during new Workday functionality rollouts.
  
• Develop application and training documentation, standard operating procedures, knowledgebase articles, and communicate resolutions to end users.
  
• On call support during holidays and off business hours for anything that requires immediate production down attention.
  
  

Qualifications:

• 5+ years experience with Workday HCM applications, including 3+ years in team/lead management role.
  
• Expert knowledge of Workday modules, integration points, and architecture.
  
• Strong track record in leading and developing high-performing support teams.
  
• Excellent analytical and problem-solving skills.
  
• Outstanding communication and stakeholder management abilities.
  
• Bachelor’s degree required, Master’s degree preferred.
  
• Ability to work independently as well as in a team environment, especially with virtual geographically diverse teams.