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WORKDAY

OVERVIEW OF HCM WORKDAY HELP DESK

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.) 

Login to Workday

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). 

Subject(s) 

Contact 

Telephone 

Email 

All 

Human Resources Department

479-788-7080 

HR Department 

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. 

  • 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 Help Desk will refer matters to the appropriate HR SME based on the topic. 

Subject 

HR Contact 

Telephone 

E-mail 

Applicants (Candidates) 

Recruiting

Work-Study - Recruiting

Alina Storm

479-788-7089

Alina Storm

Benefits 

Time Off (I.e., Leave of Absence, FMLA)

Benefits Specialist   

479-788-7085   

HR Benefits   

Evaluations

Workday Learn 

Brittany Slamons 

479-788-7084 

Brittany Slamons

Compensation

I-9 

Time Entry

Time Off (i.e. Leave of Absence, FMLA)

Work-Study - Time Entry

Rhonda Peterson 

479-788-7836

Rhonda Peterson

Onboarding 

Refer to employee listed for subject. 

Reports 

Brittney Little

479-788-7082

Brittney Little

Security  

Mandy Keyes         

479-788-7086 

Mandy Keyes

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 

E-mail 

Academic Appointments 

Background Checks

Benefits

Classification/Compensation 

Change Jobs 

Employee Relations

Evaluations

I-9 

Onboarding (Comp, Rec & Benefits)

Recruiting 

Position/Worker Details 

Time Off (vacation, sick, leave of absence, etc.) 

Time Entry 

Brittany Slamons

479-788-7084 

Brittany Slamons

Business Processes 

Security 

Back-up for above 

Mandy Keyes 

479-788-7086 

Mandy Keyes

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 HELP DESK

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)

Contact

Telephone

Email

All

Finance Office

479-788-7050

Finance Office

 

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.

  • 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 Help Desk will refer matters to the appropriate Finance SME based on the topic.

Subject

Employee(s)

Telephone

E-mail

Accounting

Assets

Effort Certification

Linda Word

479-788-7047

Linda Word

Awards & Grants

Mitzi Moore

479-788-7297

MItzi Moore

Budget

Ellen Binford

479-788-7037

Ellen Binford

Customer Invoices

Lisa Lee

479-788-7067

Lisa Lee

Gifts

Deana Warner      

Rhonda Fow

479-788-7055  

479-788-7031

Deana Warner

Rhonda Fow

Payroll

Valarie Arnoldussen  

479-788-7054 

Danielle Ritch

PCards

Krystal Brasher

479-788-7077

Krystal Brasher

Projects

Supplier Contracts

Rhonda Caton

479-788-7073

Rhonda Caton

Requisitions/Purchase Orders

Lance Killough  

Rhonda Boyd

479-788-7041 

479-788-7072

Lance Killough

Rhonda Boyd

Security/Business Processes

Chuck Ramseyer  

Deana Warner

479-788-7052

479-788-7055

Charles Ramseyer

Deana Warner

Supplier Invoices

Melanie Dyer

479-788-7065

Melanie Dyer

Supplier Setup

Finance Department

479-788-7050

Finance Office

Travel

Melissa Brown

479-788-7059

Melissa Brown

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.