Senior Director, Workday Support Team (R0022556)

The University of Arkansas at Little Rock is seeking applications for the position of Senior Director, Workday Support Team (R0022556). The Senior Director of the Workday Support Team will lead the development and execution of the university’s Workday Support model. The Workday Support model will provide services critical to maintaining and enhancing the Workday experience for the UA Little Rock community. The hallmarks of this team will be delivering timely and accurate support outcomes that are attuned to the fast-paced campus environment. Duties include being a working manager of a small team dedicated to providing Workday support to the campus community. This includes: driving resolution of issues/inquiries; facilitating enhancement requests; and delivering effective change management and communications. Additionally, the incumbent will ensure effective coordination across the entirety of the Workday Support model at UA Little Rock. This is a 12-month, provisional position.

To be successful in this role, the incumbent will need to be experienced in building and implementing a Workday Support Team model that manages customer-focused inquiry and transactional processes, collaborates with stakeholders in support of continuous improvement, and strategically advances the team to lead implementation, optimization, and adaption of Workday and related systems to the university’s needs. The incumbent will need to possess expertise in providing enterprise application services to a diverse user community and leverage broad insight into the operational processes enabled by Workday. The incumbent will also be flexible and adaptable to changing organizational needs, particularly in adopting IT best practices and management structure.

Applicants should be able to cultivate an environment that is highly focused on delivering quality services to customers. In achieving this objective, the incumbent will need to drive clear communications across all tiers of the Workday Support model and instill a collaborative approach to solving problems and achieving significant improvement over time.

Regular, reliable, and non-disruptive attendance is an essential job function of this position, as is the ability to create and maintain collegial, harmonious working relationships with others. A comprehensive benefit package is provided:

Required Education and/ or Experience: Bachelor's degree in Information Science, Computer Science, Business Administration, Human Resources, Finance, or related area; Three or more years of Workday implementation experience, including understanding cross-functional business processes and developing Workday Support models based on institutional requirements; Must have demonstrated Workday integration experience in HCM and/or Finance; Experience with service-oriented architecture design principles, common ERP integration design patterns, and in-depth knowledge of Workday's Integration Technology; Exceptional technical problem-solving, troubleshooting, and research skills; Demonstrable leadership experience, including strong collaboration skills, commitment to the professional development of high-performing teams, and ability to cultivate trust within a diverse campus community; 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; Demonstrated experience with high quality customer service 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 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 Education and/or Experience: Master’s degree in Information Science, Computer Science, Business Administration, Human Resources, Finance, or related area; Five or more years of experience designing and managing Workday foundational elements, business processes, and associated reporting functionality, preferably in a Higher Education environment; Experience designing and/or managing relevant business processes at UA Little Rock or in a comparable higher education environment; Experience in the use of customer support infrastructure tools, including call ticketing systems, knowledge base, and associated reporting tools; Experience in formulating, negotiating, and developing Service Level Agreements (SLAs).

Salary: $115,000

Application materials must be submitted through the online application system. Additional information about this position and application requirements are available under the Jobs link on the Human Resources’ website at http://ualr.edu/humanresources/. Incomplete applications will not be considered. 

This position may be subject to a pre-employment criminal, sex-offender registry, financial history background check. A criminal conviction or arrest pending adjudication and/or adverse financial history alone shall not disqualify an applicant in the absence of a relationship to the requirements of the position. Background checks and drug screening information will be used in a confidential, non-discriminatory manner consistent with state and federal law.

The University of Arkansas at Little Rock is an equal opportunity, affirmative action institution. The university welcomes applications without regard to race/color, sex, gender, pregnancy, age, national origin, disability, religion, marital or parental status, protected veteran or military status, genetic information, sexual orientation, gender identity, or any other characteristic protected under applicable federal or state law. Under Arkansas law, all applications are subject to disclosure. Persons hired must have proof of legal authority to work in the United States.