Workday Service Desk Lead - NA Shift

Why we're hiring:

• The Workday Service Desk Lead is responsible for overseeing a shift in the daily operations of the Workday service desk team. This role ensures the efficient resolution of full-suite Workday and HR Systems-related issues and requests, providing high-quality support to end-users. The lead will manage a team of service desk analysts, coordinate with other ET departments, and ensure adherence to service level agreements (SLAs).
• The lead will also be the team expert in one of the following areas: Knowledge Management, Joiners, Movers, Leavers (JML) or Training Materials

What you'll be doing:

•  Team Leadership: Lead, mentor, and manage a team of Workday Service Desk Analysts, providing guidance and support to ensure high performance. Be the team expert in one of the following areas: Knowledge Management, Joiners, Movers, Leavers (JML) or Training Materials
• Incident Management:

• Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the service desk operations.

• Ticket Housekeeping: Ensure the team manage tickets assigned to them, throughout the full lifecycle, including making sure tickets are maintained to set standards, progress within SLAs and completed.

• Knowledge Base: Responsible for the team’s contribution to maintaining the Workday Knowledge Base at designated stages in the ticket lifecycle

• User Support: Provide advanced support for complex Workday issues, acting as an escalation point for the team.

• Training and Development: Develop and deliver training programs for service desk staff to enhance their skills and knowledge of Workday.

• Reporting: Generate and analyse service desk performance reports, identifying trends and areas for improvement.

• Collaboration: Work closely with other ET, Finance, Finance Shared Service Centre, People teams and business units to ensure seamless support and integration of Workday solutions.
• Compliance: Ensure all service desk activities comply with organisational policies, procedures, and regulatory requirements.

What you'll need:

• Proven experience in leading and managing a service desk or support team.
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex issues.
• Have a good understanding of Joiners/Movers/Leavers processes.
• A strong awareness of knowledge management ethics
• A strong understanding of both ITIL and Agile ethics
• Ability to create metric reports and present to management.
• Excellent verbal and written communication skills, with the ability to interact effectively with technical and non-technical stakeholders.
• A strong commitment to providing exceptional customer service.
• Ability to adapt to changing priorities and work effectively in a fast-paced environment.

Who you are:

You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.

You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.

You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.

What we'll give you:

Passionate, inspired people – We promote a culture of people that do extraordinary work.

Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.

Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?