WORKDAY
OVERVIEW OF HCM WORKDAY HELPDESK
Provides a centralized resource to answer questions, troubleshoot problems and facilitate solutions to known problems, and to formally elevate unresolved problems/issues to Workday Support Services (WDS) through a JIRA ticketing system. (Finance and IT have similar operations.)
Users can browse and retrieve support information from the web or Workday, to include product details, FAQ’s, QRG’s, search functions, etc
- Simple activities, intake & help.
- Answer calls and emails, open tickets to record user requests, answer basic questions, and do basic troubleshooting. If resolved, close ticket.
- Unresolved matters referred to appropriate HR subject matter expert (SME).
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Subject(s) |
Employee |
Telephone |
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All |
Melissa White |
788-7080 |
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The HR Help Desk will be staffed during regular HR business hours. Back-up personnel will be assigned to field calls/emails in Melissa’s absence. |
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- SMEs provide in-depth troubleshooting, technical analysis, and support. More experienced and knowledgeable HR specialists will assess problems and provide solutions for issues that cannot be handled by Tier 1.
- Unresolved problems referred to Work Day Support Services through a JIRA ticket.
- Follow-up with Tier 1 regarding outcome, whether resolved or referred to next level.
Tier 2 Support: Step 1 – (For interoffice use only) The HR Helpdesk will refer matters to the appropriate HR SME based on the topic.
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Subject |
Employee(s) |
Telephone |
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Applicants (Candidates) |
Amber Gutierrez Rhonda Peterson |
788-7089 788-7836 |
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Benefits |
Brent Tedford |
788-7085 |
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Compensation |
Ashley Sosniecki Brittney Little |
788-7081 788-7833 |
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Evaluations |
Brittany Slamons |
788-7084 |
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I-9 |
Brittney Little Ashley Sosniecki |
788-7833 788-7081 |
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Onboarding |
Refer to employee listed for subject. |
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Recruiting |
Amber Gutierrez Rhonda Peterson |
788-7089 788-7836 |
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Reports |
Staci Zimmer |
788-7838 |
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Security |
Mandy Keyes Bev McClendon |
788-7086 788-7839 |
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Time Entry |
Ashley Sosniecki Brittney Little |
788-7081 788-7833 |
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Time Off (i.e., vacation, sick, holiday, CEAL) |
Ashley Sosniecki Brittney Little |
788-7081 788-7833 |
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Time Off (i.e., Leave of absence, FMLA) |
Brent Tedford |
788-7085 |
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Workday Learn |
Brittany Slamons |
788-7084 |
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Workstudy – Recruiting |
Amber Gutierrez |
788-7089 |
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Workstudy – Time Entry |
Ashley Sosniecki Brittney Little |
788-7081 788-7833 |
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Tier 2 Support: Step 2 – (This contact information was provided to WDS). If HR SMEs cannot resolve the matters, they will consult with the appropriate member of the HR Leadership Team (HRLT). If the matter cannot be resolved at this level, the HRLT member will refer to Tier 3 by JIRA ticket and follow-up with HR staff as appropriate.
|
Subject |
Employee(s) |
Telephone |
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Academic Appointments Classification/Compensation Change Jobs I-9 Onboarding (Comp) Position/Worker Details Time Off (vacation, sick, etc.) Time Entry |
Staci Zimmer |
788-7839 |
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Background Checks Benefits Employee Relations Evaluations Onboarding (Rec & Benefits) Recruiting Time off (leave of absence) |
Brittany Slamons |
788-7084 |
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Business Processes Security Back-up for above |
Mandy Keyes |
788-7086 |
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Business Processes Security Back-up for above |
Bev McClendon |
788-7839 |
Centralized product/support experts resolve problems/issues or refer to vendor.
Provide support for the services that are not directly supported by the System.
OVERVIEW OF FINANCE WORKDAY HELPDESK
Provides a centralized resource to answer questions, troubleshoot problems, and facilitate solutions to known problems, and to formally elevate unresolved problems/issues to Workday Support Services (WDS) through a JIRA ticketing system. (HCM and IT have similar operations.)
- Users can browse and retrieve support information from the web or Workday, to include product details, FAQ’s, QRG’s, search functions, etc.
- Simple activities, intake & help.
- Answer calls and emails, open tickets to record user requests, answer basic questions, and do basic troubleshooting. If resolved, close ticket.
- Unresolved matters referred to appropriate Finance subject matter expert (SME).
Tier 1 Support
|
Subject(s) |
Employee |
Telephone |
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|
All |
Alina Storm |
788-7050 |
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The Finance Help Desk will be staffed during regular Finance business hours. Back-up personnel will be assigned to field calls/emails in Alina’s absence. |
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- SMEs provide in-depth troubleshooting, technical analysis, and support. More experienced and knowledgeable Finance personnel will assess problems and provide solutions for issues that cannot be handled by Tier 1.
- Unresolved problems referred to Work Day Support Services through a JIRA ticket.
- Follow-up with Tier 1 regarding outcome, whether resolved or referred to next level.
Tier 2 Support: Step 1 – (For interoffice use only) The Finance Helpdesk will refer matters to the appropriate Finance SME based on the topic.
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Subject |
Employee(s) |
Telephone |
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Accounting |
Linda Word |
788-7047 |
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Assets |
Cheryl Quinley |
788-7057 |
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Awards & Grants |
Mitzi Moore |
788-7297 |
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Budget |
Vacant |
788-7037 |
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Customer Invoices |
Duane Jenkins Lisa Lee |
788-7058 788-7067 |
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Effort Certification |
Linda Word |
788-7047 |
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Gifts |
Deana Warner Rhonda Fow |
788-7055 788-7031 |
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Payroll |
Valarie Arnoldussen Danielle Ritch |
788-7054 788-7048 |
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PCards |
Krystal Brasher |
788-7077 |
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Projects |
Rhonda Caton |
788-7073 |
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Requisitions/Purchase Orders |
Lance Killough Rhonda Boyd |
788-7041 788-7072 |
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Security/Business Processes |
Chuck Ramseyer Deana Warner |
788-7052 788-7055 |
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Supplier Contracts |
Rhonda Caton |
788-7073 |
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Supplier Invoices |
Melanie Dyer |
788-7065 |
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Supplier Setup |
Alina Storm |
788-7050 |
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Travel |
Melissa Brown |
788-7059 |
Tier 2 Support: Step 2 – If Finance SMEs cannot resolve the matters, they will consult with the appropriate member(s) of the Finance Team. If the matter cannot be resolved at this level, the SME will refer to Tier 3 by JIRA ticket.
- Centralized product/support experts resolve problems/issues or refer to vendor.
- Provide support for the services that are not directly supported by the System.