Workday Managed Services Supervisor
16 hours ago
Kognitiv Inc. seeks to be the best in the Workday® ecosystem in both customer and employee satisfaction. We believe happy employees go hand-in-hand with happy customers. We truly believe that if our employees feel engaged, challenged, and empowered every day, they will provide top-notch service for our customers. We encourage our employees to "act like an owner" each and every day in the work they do and their contributions to our fast growing organization.
The Supervisor of the Workday Managed Services Team is responsible for overseeing a team of Workday analysts and specialists who provide ongoing support, maintenance, and optimization of Workday solutions for clients. This role ensures high-quality service delivery, drives process improvements, and fosters client satisfaction while managing team performance and development. The Supervisor will act as a key point of contact for escalations, coordinate with cross-functional teams, and ensure alignment with organizational goals and service-level agreements (SLAs).
**Key Responsibilities**
- Manage, mentor, and develop a high-performing team of Workday analysts and specialists.
- Assign and manage workloads, ensuring timely completion of deliverables and quality outcomes.
- Oversee delivery of Workday managed services including configuration, issue resolution, enhancements, and reporting.
- Meet key performance indicators set for this role (ex: billing utilization target (50%), service level agreements (SLAs), customer satisfaction scores, etc).
- Act as an escalation point for complex issues, collaborating with clients and internal teams to resolve problems.
- Build and maintain strong client relationships through regular communication and expectation alignment.
- Monitor and optimize Workday system performance, identifying opportunities for automation and process improvement.
- Support activities within small to mid-sized Workday projects, including module implementations and updates.
- Collaborate cross-functionally with teams like PMO, Finance, and Delivery on shared initiatives.
- Bridge the gap between managed services and consulting teams to ensure consistency and knowledge sharing.
- Ensure compliance with regulatory requirements and internal policies in all system configurations and processes.
- Oversee development and maintenance of reports, dashboards, and documentation to support stakeholders.
- Contribute to strategic planning, service offering development, and long-term growth of the practice.
**Qualifications**
- 3+ years of experience in HRIS/Workday, including 1+ years in Workday administration, configuration, or support.
- 1+ years of people management or team leadership experience, ideally within a managed services or consulting setting.
- Strong understanding of Workday modules such as HCM, Payroll, Benefits, Time Tracking, Recruiting, or Financials.
- Skilled in Workday reporting, business process configuration, and integrations.
- Demonstrated success in managing client relationships and delivering high-quality service.
- Experience working in a managed services or outsourcing environment.
- Familiarity with ITSM tools (e.g., ServiceNow) and project management methodologies (e.g., Agile, Waterfall).
- Knowledge of change management principles and best practices.
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities for complex system and process issues.
- Ability to manage multiple priorities in a fast-paced, dynamic environment.
**Estimated Application Deadline**:
2025-06-29
LI-NS1
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