HR Business Analyst, Customer Support and Operations

University of Washington Medical Center•Seattle, WA

23h•Hybrid

About The Position

The UW Medicine Human Resources Workforce Management Systems (WMS) department is a shared services organization that supports all of UW Medicine Health System, including Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), UW Neighborhood Clinics (UWNC), Faculty Practice Plan Svcs (FPPS), Airlift Northwest (ALNW), and UW Medicine Shared Services. WMS is responsible for the ongoing support and maintenance of HR infrastructure and applications which support all of these institutions, along with the implementation of new HR services and processes that are used to support and further the UW Medicine mission. The HR Business Analyst for Customer Support and Operations (“Analyst”) position will report to the Director for UW Medicine HR (UWMHR) and operate as a member of the Workforce Management Systems Team that is dedicated to supporting UW Medicine HR projects, processes, workforce data management and reporting. The Analyst will serve as the primary customer support coordinator across the UW Medicine HR intake points (e.g. hrwms inbox, UW Connect), monitoring and facilitating the management of complex, cross-functional inquiries/issues in accordance with established protocols as well as ensuring assigned emails receive prompt and complete replies. The Analyst will work with leaders from across the Health System, HR staff and customers to ensure that the WMS team consistently meet the needs of our customers. Additionally, the Analyst will support our internal HR team and other internal business partners with on-going maintenance, operational and technical support of all aspects of the Workday HCM and Workday Recruiting system, including but not limited to pay period end auditing and issue resolution and testing support for regular and ad hoc Workday updates.

Requirements

Bachelor's Degree in a technology, business, or human resources related field.
A minimum of three years of relevant work experience to include:
Experience working in the HR, Benefits and/or Payroll domains
Working experience processing and troubleshooting transactions in HCM systems
Experience drafting and maintaining process and procedure documentation
Experience collaborating 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 time-frames
Experience supporting system testing and/or data validation activities
Ability to learn and apply basic Workday Reporting skills
Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.

Nice To Haves

2+ years hands-on Workday functional experience in HCM
1+ experience with Workday reporting
Project Management & Organization (Small to Medium sized efforts)

Responsibilities

Develop extensive insight across UW Medicine HR processes (both within and external to Workday HCM, including Workday Recruiting) and consistently apply this end-to-end perspective in conjunction with meeting the service delivery objectives of the WMS team.
Serve as primary resource for monitoring inquiries coming in to and assigned to the WMS team (via UW Connect, hrwms inbox), facilitating management of inquiries/issues in accordance with established protocols.
Serve as an escalated point of contact for Workday HCM (including Workday Recruiting) administrative issues and inquiries, provide advanced consultative expertise to support the WMS team by resolving complex HR and Payroll inquiries.
Serve as primary resource for a defined scope of centralized Human Capital Management (HCM) system transactions, including Workday Recruiting.
Coordinate with UW HR HCM Operations staff and with external Central Business Unit experts to address escalated inquiries
Execute critical pay period end audits via established Workday reports; complete initial review, follow-up with managers/recruiters/WMS team to determine next steps, and track through to resolution prior to payroll cut-off.
Have proficient knowledge of policy, procedure, and Workday fundamentals to complete routine audits of the system.
Serve as back-up support for Workday HR Analysts, as needed, for complex HCM administrative issues and inquiries, providing advanced consultative expertise to support UW Medicine Health System staff and working students.
Provide support in managing duplicate candidate records in Workday Recruiting, including conducting research and coordinating follow-up with the Recruitment team as needed. Develop Duplicate Management Framework subject matter expertise, becoming primary expert for WMS Team.
Effectively escalate issues to supervisor when normal business practices are not successful in resolving.
Identify and execute process improvement opportunities to deliver enhanced customer services to the organization.
Develop and maintain tools, templates, desk procedure documentation, standards and reports to support HR Analyst functions.
Identify and develop relevant content for organization-specific training and development that may be added to the working repository of knowledge content. Assist in training any new HR Analysts that join the WMS Team.
Apply HCM subject matter expertise to effectively execute and support Workday HCM testing activities, including test planning and documentation.
Contribute to an outstanding customer-service environment, including strong collaboration with key stakeholders.
Apply tact and diplomacy when dealing with customers, establishing credibility and building trusting relationships with business owners, customers, and leadership.
Develop constructive alignments with designated areas of the organization in the interest of delivering high quality services.
Support periodic Workday update processes, including HCM testing activities (planning and documentation).
Support WMS and Workday HCM knowledge management processes, including identification and verification of additions/changes to the working repository of knowledge content.
Support WMS training activities, including development and verification of relevant content.
Attend team and departmental meetings as appropriate.