HR Workday Representative

University of Washington•Seattle, WA

4d•Onsite

About The Position

As part of the HR Workday Representative team within UW Human Resources, you will help faculty, staff and student employees with questions that relate to HR processes. Whether by phone, chat or in-person, your ability to simplify complex information and walk them through how to use Workday is pivotal to ensuring that the UW employee experience mirrors our UW’s reputation as a world class institution. Your customer service skills paired with your understanding of HR technology and practices are central to empowering employees to quickly and effectively navigate UW’s HR and Payroll system, Workday. You will play a crucial role in cultivating a workplace culture that values respect, diversity, and inclusion. Your approach to problem-solving and user support should be deeply rooted in empathy, ensuring that every interaction is handled with sensitivity and understanding. By actively listening to user concerns and demonstrating genuine care in your responses, you will help build trust and foster positive relationships across the university.

Requirements

High school graduation or equivalent AND One (1) year of general office experience or experience in customer service, telephone sales or problem resolution
Experience providing excellent customer service to a wide range of customers
Experience providing service to a diverse group of customers; ability to exhibit a high degree of respect for diversity in customer base
Experience resolving complex inquiries and exhibiting efficient performance during high-volume timeframes
Ability to learn broad scope of HR/Benefits/Payroll content in order to provide excellent customer service
Ability to communicate clearly, in writing and in verbally to a broad, diverse audience
Ability to quickly learn new software systems

Responsibilities

Serve as the first point of contact for resolution of HR questions from faculty, staff and student employees by providing front-line “service desk” support by answering a high volume of inbound calls, chats and emails in a fast-paced service center working environment.
Identify, research and resolve employee questions and inquiries regarding Workday human resources functionality.
Act as first level technical response to items such as log-in issues, information in Workday that appears to be incorrect, onboarding questions, etc.
Resolve inquiries based on established UWHR policies and procedures, adhering to processes and workflows, and utilizing UW Connect case management software.
Assist walk-in customers with routine questions and/or by reviewing materials, asking questions and determining the appropriate Workday process.
Serve as a liaison between employees and other Workday help desks in Benefits, Payroll, and elsewhere in UWHR to ensure employee is seamlessly connected to the best support for their question and escalate complex issues following standard protocol.
Identify themes of regular, repeat topics and concerns and elevate these, so that processes, webpage materials, and other collateral can be reviewed and improved.
Support periodic Workday update processes, including evaluating employee self-service functions.
Identify updates and improvements to internal user support documentation and training resources.
Perform other duties as required.