Posting Details
Posting Details
Position Number: | 358321 |
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Title: | Workday Service Desk Manager, MD Connect Workday Consortium |
Functional Title: | Manager |
Category Status: | 33-Exempt Regular |
Applicant Search Category: | Staff |
University Authorized FTE: | 1.0 |
Unit: | USMO-All University System of Maryland Office Units |
Campus/College Information: | The University System of Maryland Office (USMO), led by Chancellor Jay A. Perman, is the staff to the Board of Regents. Staff members advocate on behalf of the 12 USM institutions, facilitate collaboration and efficiencies among the institutions, and provide information about the system to the public. With leadership from the USM Board of Regents and Chancellor Perman, the USMO coordinates academic programs, assists with long-range planning and resource management, facilitates private fund raising, and provides financial stewardship. |
Background Checks | Offers of employment are contingent on completion of a background check. Information reported by the background check will not automatically disqualify you from employment. |
Position Summary/Purpose of Position: | The Service Desk Manager leads the MD Connect Workday Consortium support team and ensures the efficient resolution of user inquiries and issues related to the Workday platform. The Service Desk Manager plays a pivotal role in providing exceptional customer service, managing escalations, and optimizing support processes to enhance the overall user experience. The incumbent will primarily telework with in-person requirements a few times per month. Office location is in Adelphi. Responsibilities: Service Operations and Customer Support:
Helpdesk Process Management: Identifies opportunities for process improvement within the Workday Helpdesk function. Implements enhancements to streamline support processes, increase efficiency, and improve overall user satisfaction. Develops and deliver training programs for Helpdesk staff on Workday functionality, troubleshooting techniques, and customer service best practices. Ensures the creation and maintenance of comprehensive documentation for common issues and resolutions. Team Leadership:
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Benefits Summary | |
Minimum Qualifications: | Education: Bachelor’s degree in information technology, business administration, or a related field. Related experience may be substituted for the education requirement on a year-for-year basis with one year of full-time experience being equivalent to 30 college undergraduate credits. Required Experience: Three (3) years of experience in a leadership role within an ERP Helpdesk support function. · Experience building out a ticketing system. Knowledge, Skills, & Abilities:
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Preferences: | Preferences: IT experience at a University System of Maryland institution. Experience with the MD Connect implementation Project. |
Additional Certifications: | |
Additional Information: | How to apply: Resumes will be reviewed until the position is filled. Applicants must combine a cover letter and resume into one PDF or Microsoft word document to the following email address: [email protected] . Hiring Range Minimum: $90,000 Hiring Range Maximum: $130,000 |
Job Risks | |
Physical Demands | |
Posting Date: | 03/21/2024 |
Closing Date: | |
Open Until Filled | Yes |
Best Consideration Date | 04/03/2024 |
Diversity Statement: | Diversity Statement: The University System of Maryland is an equal opportunity, affirmative action employer without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin or ancestry, marital status, veteran status, physical or mental disability unrelated to an individual’s ability to perform the job, in accordance with applicable law. As required by the 1986 Immigration Act, applicants should be prepared to present acceptable documentation showing their identities, their U.S. citizenship or alien status, and their authorization to work in the United States. |
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