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.)
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) |
Contact |
Telephone |
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All |
Human Resources Department |
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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 Help Desk will refer matters to the appropriate HR SME based on the topic.
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Subject |
HR Contact |
Telephone |
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Applicants (Candidates) Recruiting Work-Study - Recruiting |
Alina Storm |
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Benefits Time Off (I.e., Leave of Absence, FMLA) |
Benefits Specialist |
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Evaluations Workday Learn |
Brittany Slamons |
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Compensation I-9 Time Entry Time Off (i.e. Leave of Absence, FMLA) Work-Study - Time Entry |
Rhonda Peterson |
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Onboarding |
Refer to employee listed for subject. |
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Reports |
Brittney Little | ||
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Security |
Mandy Keyes |
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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.
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Subject |
Employee(s) |
Telephone |
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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 |
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Business Processes Security Back-up for above |
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
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Subject(s) |
Contact |
Telephone |
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All |
Finance Office |
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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 Help Desk 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 Assets Effort Certification |
Linda Word |
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Awards & Grants |
Mitzi Moore |
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Budget |
Ellen Binford |
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Customer Invoices |
Lisa Lee |
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Gifts |
Deana Warner Rhonda Fow |
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Payroll |
Valarie Arnoldussen |
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PCards |
Krystal Brasher |
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Projects Supplier Contracts |
Rhonda Caton |
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Requisitions/Purchase Orders |
Lance Killough Rhonda Boyd |
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Security/Business Processes |
Chuck Ramseyer Deana Warner |
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Supplier Invoices |
Melanie Dyer |
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Supplier Setup |
Finance Department |
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Travel |
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.