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POSITION PURPOSE
The Integrated Service Center (ISC) supports the University’s faculty, staff and student workers by serving as a first point of contact for designated HR and Payroll inquiries and by processing a limited scope of centralized Human Capital Management (HCM) transactions (i.e., within the HR, Benefits and Payroll domains). The hallmarks of the ISC are in delivering services that are timely, accurate and highly attuned to the fast-paced university environment.

Reporting to the ISC HCM Operations Director, the HCM Service Partner - Academic Specialist will operate as a member of a team dedicated to executing HCM Operation functions within the ISC framework and serving as the escalated point of contact for resolution of customer HCM inquiries. The HCM Service Partner - Academic Specialist will also serve as a point of contact for designated Workday Role Holders within Units of the UW to assist with processing complex HCM system transactions, specializing in academic support to enhance the customer experience. The HCM Service Partner - Academic Specialist will research complex system issues and provide consultation and guidance to departments. This position will ensure the proper completion of transactions in accordance with established business processes, will identify process improvement opportunities to deliver enhanced customer service to the organization, and will coordinate with a combination of Employee Workday Support, Benefits, Payroll, Academic Human Resources and advanced domain experts to address escalated inquiries. Further, this position will provide consultative services, particularly to campus administrators, on system capabilities, mass updates to data, and security roles. This position must have advanced knowledge in Academic HR policy/regulation and administrative business processes across the UW.

This professional level position has substantial responsibility for exercising discretion and independent judgement in effecting, executing, and discharging HCM transactions and HCM/Compensation functions for the University of Washington.

In order to be successful, the incumbent will need to possess critical thinking skills, in-depth HCM expertise, and be able to maintain strong relationships with the named support contacts across campus and their respective organizations. This role will encompass cognizance of relevant compliance/regulatory standards and associated audit/control reporting

Additionally, this position will act as team leader for the departments supported by their respective team, providing guidance and support to the team's HCM Service Partner - Staff Specialist, as both a subject matter expert in the HCM domain, and also on the use of Workday. This position will act as the first level of escalation for the HCM Service Partner - Staff Specialist in answering complex customer questions, Workday operational questions, and will lead team consultations with assigned units.

Position Complexities:

Provide exceptional customer service through multiple mediums in a service center environment.

Review/approve and execute a broad range of complex HCM transactional processes.

Utilize knowledge across the spectrum of HCM transactions, exercising cognizance of foundational design concepts, data conventions and workflow dependencies, utilizing knowledge of HR/Payroll policy/regulation to audit/complete system transactions accurately.

Resolve escalated inquiries, providing system, process and/or FAQ support as required.

Build and maintain productive relationships with designated stakeholders/administrators, collaborating at a high level to understand department/unit needs, and resolve unit concerns.

Manage high-volume workloads by multi-tasking, coordinating with peers and communicating with customers as required.

Balance complex and competing priorities in a deadline-driven environment.

Use critical thinking skills to partner with organizational leaders to resolve issues and problems.

Act as an academic subject matter expert within the HCM team, as well as providing day-to-day guidance to HCM Service Partners - Staff Specialists on escalated staff inquiries

Assist other academic and/or staff specialists in maintaining their queues during periods of high volume.

Position Dimensions and Impact to the University:
The Integrated Service Center (ISC) delivers a high level of service to customers by collaborating effectively with stakeholders across campus and facilitating Human Resources (HR), Academic HR and Payroll inquiries and transactions in an efficient, accurate and compliant manner.

This role will have specific responsibilities related to reviewing/approving and executing HCM transactions. As a key part of performing this role, the HCM Service Partner - Academic Specialist will be aligned to support many distributed organizations across campus, working with department/unit administrators to facilitate collaboration and promote awareness of specific area requirements and priorities regarding their academic populations. Not only will they have to understand University-wide policies, but they will have to also understand local major org and departmental policies and make judgement calls on which policies take precedence and align with the goals and methodologies set by the organizations. Because of the diversity of the organizations across the campus, the HCM Service Partner - Academic Specialist will have to use independent judgement to tailor responses, deadlines, and resolutions to meet the complexities of each organization.

Additionally, incumbents will coordinate closely with colleagues within the ISC and external advanced domain experts to resolve escalated HR/P inquiries.

DUTIES AND RESPONSIBILITIES

Provide HCM Subject Matter Expertise (40%)

Develop extensive knowledge across HCM policies and processes (both within and external to Workday HCM) and consistently apply this knowledge to the completion of tasks, and the direction given to UW units.

Identify process improvement opportunities to deliver enhanced customer service to the organization.

Determine specific learning needs for units, develop quick reference guides, conduct training in person and over the phone.

Identify and develop relevant content for use within the ISC which may be added to the working repository of knowledge content.

Coordinate with other HCM Service Partner - Academic Specialists and Academic Human Resources to address escalated inquiries; develop content for regular meetings with Academic Human Resources to maintain and enhance relationships, troubleshoot recurring issues, and address customer requests and internal ISC/AHR requests for process improvement.

Develop and deliver relevant content to UW units through multiple mediums, including Security Role/Supervisory Org Consultations with departments, specialized content and presentation at Named Support Contact and Admin Forum Meetings, and holding independently maintained departmental check-ins and meetings as appropriate based on departmental proficiency.

Apply HCM subject matter expertise to support Workday HCM testing activities when changes to the system are being configured for academic populations.

Maintain expertise within the ISC on Academic and Staff/Student populations in order to provide accurate guidance and maintain data integrity in transaction review and internal ISC Workday processes; participate in continuing education in compensation, employee lifecycle, and time & absence to support staff specialists and partner effectively with Application Management.

Have proficient knowledge of policy, procedure, and Workday fundamentals to support Data Integrity Analyst with completion of routine audits of the system, to include monitoring for duplicate records, data integrity corrections, and outreach for educational/coaching opportunities for campus units.

Serve as the Lead HCM Service Partner to Assigned Client Organizations/Departments (30%)

Acting as the primary point of contact for Academic population HCM business processes, provide advanced consultative expertise to support the University’s administration by resolving complex HR and Payroll inquiries in Workday.

Provide tailored training/education to campus administrative staff and/or named support contacts on system and business process; this may be scheduled or ad hoc in nature, in both formal and informal settings.

Ensure review of assigned Workday transactions and UWConnect tickets in accordance with established standards for HCM Operations; effectively manage daily/weekly workload by quickly identifying and prioritizing payroll impacting transactions and requests, as well as monitoring and assisting with HCM Service Partner - Staff Specialist's transaction and ticket queue.

Proactively consult with assigned departments on proposed employee changes in Workday, including HCM action, Security Role assignment and Supervisory Organization review; recommend approach to the unit; verify, approve and execute changes to ensure appropriate reflection of changes in Workday.

Review/approve a variety of HCM transactions and identify transactions that must be sent back due to missing necessary data integrity components, analyze audit reports and take proactive measures as required to minimize lapses in data integrity. This includes consulting with administration within individual units on security roles, delegation requests, and general access in collaboration with the Operations Manager and/or Director; it is expected that the HCM Service Partner - Academic Specialist will lead these consultations with units and manage the delegation of the work resulting from sessions with departments.

Deliver exceptional customer service to Named Support Contacts, including managing Teams messages that may interrupt standard workflow or deviate from scheduled business process review.

Invest in substantial relationship development and rapport building with assigned client base.

HCM Team Leadership and Oversight (25%)

Acting as a subject matter expert in the HCM domain and Workday functionality, provide day-to-day guidance to the staff specialist in all matters related to staff and student populations.

Assist in answering complex customer questions when issues require escalation,

Train/mentor staff specialists to improve knowledge.

Research complex issues and document results to build collective knowledge base for utilization by the ISC HCM team.

Facilitate and contribute to projects and process improvement initiatives.

Contribute to user procedure design and configuration design if needed.

Develop documentation in response to identified opportunities for campus continuing education.

Lead presentations to campus units and ISC staff on relevant topics.

Partner effectively with Application Management, the Service Support Team, and others who manage these projects and initiatives.

Manage incoming ticket and transaction queues for the Team, ensuring balanced workload during periods of unbalanced population transaction volumes and ensure populations are allocated properly.

Proactively work with Supervisor, Director and/or Employee Workday Support queue managers to ensure documentation is up to date available for proper routing.

Proactively triage and rote escalated tickets appropriately to improve efficiency.

Assume responsibility and accountability for transactions of advanced complexity, requiring greater system/policy knowledge.

Other Duties as Assigned (5%)

Collaboration with ISC departments on internal escalations driven by, but potentially unrelated to direct client support (Employee Workday Support, Benefits/Payroll Operations, Application Management/Cross Application Team).

Provide daily leadership to the HCM Service Partner - Staff Specialist, to include training, mentorship, delegation, resource planning, and leading department consultations.

MINIMUM REQUIREMENTS
Bachelor's degree and minimum 3 years of experience.

Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.

ADDITIONAL REQUIREMENTS

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.

DESIRED QUALIFICATIONS

Degree in Human Resources, or Business Administration.

CONDIITONS OF EMPLOYMENT
This position is asked to work a hybrid schedule in the ISC office and remotely on a continued basis. The successful candidate must be able to work efficiently and effectively in a home and office environment.

Work in an open office environment and contribute to collaborative team work focused on problem-solving. Daily interactions with other team members, subject matter experts and stakeholders at all levels of the organization. While the general working hours are within Monday through Friday, 8 a.m.-5 p.m., the Knowledge Management Specialist will, on occasion, need to adjust hours to accommodate the business needs and deadlines.

The typical day for a HCM Service Partner may extend past normal business hours as they will be responsible for working after-hours to help support emergency escalations and support Medical Center, Facilities, and other staff who work after-hours. The HCM Service Partner will have to exercise independent judgement based on urgency, priority, and level of impact to understand the criticality of requests to deem which ones will have to be resolved after-hours and which requests can wait till the next business day.

A satisfactory outcome from a criminal history verification may be required prior to hire.

Application Process: The application process 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, 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.