Workday Support Lead
3 weeks ago
Job Description:
The People Innovation team at Teladoc is looking for an experienced Workday Support Leadto join our growing team. The Support Lead position is an integral part of the People Innovation team and willoversee and manage our Workdaysupport team. In this role, you will lead a team of Analysts providing technical support and troubleshooting for our Workday platform. You will help ensure we deliver excellent service levels and value to our Workday end-users. This position will also liaise with the appropriate vendors and broader People Innovation team as needed and conduct user training and manage application deployments.
Key Responsibilities:Lead a team of Workday Support Analysts and manage day-to-day delivery of support services.Oversee and own the overall customer support experience including service ticket management, communications, reporting and escalation management.Identify opportunities for improved support processes, documentation, and training to drive support efficiency.Performance advanced troubleshooting and root cause analysis for complex Workday issues.Collaborate cross-functionally with People Experience, Technology and other business teams on process optimization.Develop team skills by coaching Analysts and fostering continuous learning environment.Monitor support metrics like ticket volume, resolution time, customer satisfaction to identify improvement areas.Stay current on Workday product releases and new features and evaluate potential impact on support delivery.Provide high quality Workday product support across all Workday HCM modules.Work closely with Workday Lead Analysts and project teams during new Workday functionality rollouts.Develop application and training documentation, standard operating procedures, knowledgebase articles, and communicate resolutions to end users.On call support during holidays and off business hours for anything that requires immediate production down attention.Qualifications:9 years' experience with Workday HCM applications, including years in team/lead management role.Expert knowledge of Workday modules, integration points, and architecture.Strong track record in leading and developing high-performing support teams.Excellent analytical and problem-solving skills.Outstanding communication and stakeholder management abilities.Bachelors degree required, Masters degree preferred.Ability to work independently as well as in a team environment, especially with virtual geographically diverse teams.
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