Enterprise Technology Lead

Shake Shack•New York, NY

About The Position

The Enterprise Technology Lead is responsible for supporting Workday application operations and enterprise integrations to ensure system stability, reliability, and continuous improvement. This role serves as a senior individual contributor responsible for day-to-day support coordination, integration monitoring, troubleshooting, and operational optimization across Workday and connected enterprise systems. This position partners closely with HR, Finance, IT, and external vendors to resolve issues, enhance integrations, and improve service delivery while maintaining high service quality aligned with business priorities. The Lead drives operational excellence through proactive monitoring, strong technical ownership, and continuous improvement of support and integration processes.

Requirements

Strong understanding of Workday architecture, integrations, and application support within enterprise SaaS environments.
Hands-on experience with Workday integration technologies such as EIB, Workday Studio, APIs, or middleware platforms.
Knowledge of IT service management practices including incident, problem, and change management.
Strong troubleshooting and analytical skills with ability to perform root cause analysis across integrated systems.
Ability to coordinate cross-functional teams and vendors without direct management authority.
Excellent communication skills with ability to translate technical concepts into business-friendly language.
Ability to manage multiple priorities in a fast-paced environment while maintaining service quality.
Continuous improvement mindset focused on automation, monitoring, and operational maturity.
Experience with service management and collaboration tools (e.g., Jira, Confluence, ServiceNow, Zendesk, or similar platforms).
Bachelor’s degree or equivalent combination of education
3–5 years of experience in enterprise application support, Workday administration, or integration-focused roles.
3–5 years of experience supporting Workday integrations or enterprise SaaS platforms required.
Experience coordinating with vendors or offshore support teams.

Responsibilities

Lead Workday application support operations, ensuring timely resolution of incidents, service requests, and defects within defined service level agreements (SLAs).
Own day-to-day operational health of Workday integrations, including monitoring, troubleshooting, incident coordination, and enhancement support.
Act as a technical lead and primary point of coordination for Workday integration and support activities across internal teams and vendors.
Oversee and prioritize support requests, incidents, and bug fixes, ensuring timely resolution within SLAs.
Serve as an escalation resource for complex Workday support and integration issues, coordinating resolution across functional and technical stakeholders.
Establish and maintain operational processes for incident, problem, and change management aligned with IT governance standards.
Coordinate with offshore AMS and vendor teams to ensure alignment on priorities, delivery expectations, and issue resolution timelines (no direct supervisory responsibility).
Support incident, problem, and change management processes aligned with IT governance standards.
Partner with HR, Finance, Payroll, and business stakeholders to identify system improvements and integration enhancements.
Monitor integration performance and system health, proactively identifying risks and recommending preventative solutions.
Drive continuous improvement initiatives focused on automation, monitoring, and operational efficiency.
Ensure data integrity and reliable connectivity between Workday and downstream enterprise applications.
Maintain technical documentation, operational runbooks, and knowledge management artifacts.
Provide operational and technical input into Workday roadmap initiatives and platform scalability planning.
Provide technical support coordination for Enterprise Back Office Systems (Harri, Crunchtime, Vertex, Lucernex).

Benefits

Weekly Pay and Performance bonuses
Shake Shack Meal Discounts
Exclusive corporate discounts for travel, electronics, wellness, leisure activities and more
Medical, Dental, and Vision Insurance
Employer Paid Life and Disability Insurance
401k Plan with Company Match
Paid Time Off
Paid Parental Leave
Access to Employee Assistance Program on Day 1
Pre-Tax Commuter and Parking Benefits
Flexible Spending and Dependent Care Accounts
Development and Growth Opportunities
Eligibility criteria applies