Manager Workday User Experience

Position Description:

We're looking for those individuals-the creative thinkers and innovation seekers-who are content with nothing short of changing the world. Discover the endless opportunities within the Medical College of Wisconsin (MCW) and be inspired by the work we can do together to improve health, and make a positive, daily impact in our communities. In the role of a Manager Workday User Experience you will be working in our Workday Solutions Center.

Summary

The Manager Workday User Experience leads a team of approximately 3-7 individual contributors on the User Experience Team. Oversee and manages the resolution of Workday-related issues and inquiries raised by end users for all Workday functions. This role is responsible for monitoring Workday case activity, ensuring that the User Experience team meets agreed-upon service levels and delivers a high-quality support experience. The Workday Service Manager acts as the key liaison between end users, support teams, and stakeholders to maintain efficient and effective Workday issue management.

Primary Responsibilities

• Monitor and oversee Workday cases related to issues and inquiries logged by end users spanning HCM, Payroll, and Financials modules.
• Ensure that the User Experience team meets established service level agreements (SLAs) for timely case resolution and user communication.
• Contribute to the development of Standard Operating Procedures (SOP).
• Ensure that the User Experience team follows all SOPs in the management of Support and Change requests.
• Track case volumes, trends, and escalation points to identify opportunities for process improvements and enhanced service delivery.
• Coordinate priorities and workload among User Experience team members to optimize case management and response times.
• Serve as the initial point of contact for escalations related to unresolved or high-impact Workday issues.
• Collaborate with Workday support, technical teams, and business stakeholders to facilitate issue resolution.
• Produce regular reports and dashboards on case metrics, SLA performance, and user satisfaction.
• Develop and maintain standard operating procedures, workflows, and best practices for Workday issue management.
• Communicate status updates and service performance metrics to leadership and key stakeholders.
• Support continuous improvement initiatives aimed at enhancing Workday support processes and user experience.
• Other duties as assigned.

Knowledge - Skills - Abilities

• Familiarity with Workday HCM, Payroll, and Financials modules and the typical types of user issues encountered.
• Strong knowledge of service management frameworks and best practices (e.g., ITIL).
• Excellent organizational and multitasking skills with a focus on meeting SLAs and performance goals.
• Strong communication and interpersonal skills to work effectively with technical teams, business users, and leadership.
• Experience with case management and ticketing tools.
• Ability to analyze metrics and identify trends to drive operational improvements

Preferred Schedule:



Monday - Friday 8:00-5:00

Position Requirements:

Appropriate experience may be substituted for education on an equivalent basis.

Minimum Required Education: Bachelor's degree

Minimum Required Experience: 5 yrs experience managing IT or application support teams, preferably in a SaaS or ERP environment

Why MCW?

• Outstanding Healthcare Coverage, including but not limited to Health, Vision, and Dental. Along with Flexible Spending options
• 403B Retirement Package
• Competitive Vacation and Paid Holidays offered
• Tuition Reimbursement
• Paid Parental Leave
• Pet Insurance
• On campus Fitness Facility, offering onsite classes.
• Additional discounted rates on items such as: Select cell phone plans, local fitness facilities, Milwaukee recreation and entertainment etc.

For a full list of positions see: www.mcw.edu/careers

For a brief overview of our benefits see: https://www.mcw.edu/departments/human-resources/benefits

At MCW all of our endeavors, from our internal operations to our interactions with our partners, are driven by our shared organizational values: Caring - Collaborative - Curiosity - Inclusive - Integrity - Respect. We are committed to fostering an inclusive environment that values diversity in backgrounds, experiences, and perspectives through merit-based processes and in alignment with all applicable laws. We believe that embracing human differences is critical to realize our vision of a healthier world, and we recognize that a healthy and thriving community starts from within. Our values define who we are, what we stand for and how we conduct ourselves at MCW. If you believe in embracing individuality and working together according to these principles to improve health for all, then MCW is the place for you.

MCW as an Equal Opportunity Employer and Commitment to Non-Discrimination


The Medical College of Wisconsin (MCW) is an Equal Opportunity Employer. We are committed to fostering an inclusive community of outstanding faculty, staff, and students, as well as ensuring equal educational opportunity, employment, and access to services, programs, and activities, without regard to an individual's race, color, national origin, religion, age, disability, sex, gender identity/expression, sexual orientation, marital status, pregnancy, predisposing genetic characteristic, or military status. Employees, students, applicants, or other members of the MCW community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.

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