As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world.
UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.
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.
The ISC has an outstanding full time opportunity for a Client Services - HR System Partner.
Reporting to the ISC HCM Operations Director, the Client Services - HR System Partner will operate as a member of a team dedicated to executing Tier 2 HCM Operation functions within the ISC framework and serving as the escalated point of contact for resolution of customer HCM inquiries. The Client Services - HR System Partner will also serve as a point of contact for designated Workday Role Holders (named support contacts) within Units of the UW to assist with processing complex HCM system transactions, specializing in staff and student support to enhance the customer experience. The Client Services - HR System Partner 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 and data integrity standards, will identify process improvement opportunities to deliver enhanced customer service to the organization, and will coordinate with a combination of Tier 1, Benefits, Payroll, the Staff/Student Human Resources Central Business Units, 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 act as an expert in Staff time and absence domains, Staff and Student employment contracts and plans, and administrative 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 named support contacts across campus and their respective organizations. This role will encompass cognizance of relevant compliance/regulatory standards and associated audit/control reporting.
Provide HCM Subject Matter Expertise
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 through ticket response, conduct training and consultation in person and over the phone/Teams/Skype. 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 - Staff Specialists and HR Compensation/Labor Relations/Central Human Resources to address escalated inquiries; participate in weekly Staff Specialist collaboration sessions to review escalated tickets and provide support on time and absence ACRC issues.
Develop and deliver relevant content to UW units through multiple mediums, including Security Role/Supervisor Organization Consultations with departments, specialized content and presentation at Named Support Contact meetings; and in collaboration with HCM Service Partner - Academic Specialist, jointly supporting and holding independently maintained departmental check-ins and meetings as appropriate based upon departmental proficiency.
Apply HCM subject matter expertise to support Workday HCM testing activities when changes to the system are being configured for Staff/Student employee populations.
Maintain expertise within the ISC for 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, time and absence and employee contract/plans to proactively mitigate changing policy and procedure in support of campus and partnership with Tier 3 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 HCM Service Partner for Staff/Student Employee Populations to Assigned Client Organizations/Departments
Act as the primary point of contact for staff/student population HCM business processes, provide advanced consultative expertise to support the University's administration by resolving complex HR and Payroll inquiries for Workday processes.
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; effective manage daily/weekly workload by quickly identifying and prioritizing payroll impacting transactions and requests.
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 (particularly the ACRC in the time and absence domain). This includes consulting with administration within individual units on security roles, delegation requests, and general access in collaboration with the Staff Specialists' Academic teammate, the Operations Supervisor, and/or the Operations Director.
Deliver exceptional customer service to Named Support Contacts, including managing phone calls/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.
Other Duties as Assigned
Collaboration with ISC departments/Tiers on internal escalations driven by, but potentially unrelated to direct client support. (Tier 1, Tier 2 Benefits/Payroll, Tier 3 Application Management)
Bachelor's Degree and minimum two years' experience working in the HR, Benefits and/or Payroll domains
Working experience processing transactions in HCM systems
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
Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Degree in Human Resources, Payroll or Business Administration
CONDITIONS OF EMPLOYMENT:
Application Process: The application process for UW positions 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.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.