High School Graduate or Equivalent with 9 years of related experience, or a 2-Year College Degree with 7 years, or a Bachelor's Degree with 5 years, or a Master's Degree with 3 years of experience.
Preferred: Bachelor's degree in Information Technology, Computer Science, or related field.
5-7 years of applications/systems administration experience, specifically with Workday.
Scrum Master certification is preferred.
Workday certifications in Core HCM, Financials, or Cross-Application are advantageous.
Lead Scrum Master for Workday functional and technical teams.
Manage HR, Finance, Budget, and Procurement functions.
Coordinate weekly and bi-annual product releases.
Act as Named Support Contact for application ticketing and escalation.
Support Workday Governance Model and Change Control processes.
Plan and oversee product and portfolio activities.
Drive continuous improvement initiatives.
Benefits
Comprehensive benefits package for eligible employees.
Hybrid work flexibility.
Drug and alcohol-free workplace.
Full Job Description
Department: Innovation and Technology Department
Salary: $103,669.00 - $149,023.89 Commensurate with Experience
SUMMARY This role oversees all technical aspects of the Workday Support Team, including management and oversight of the Workday Security Team, Change Control Management, and Production Support communications for the Workday ecosystem, including all third-party applications.
Responsibilities include:
Acting in the lead Scrum Master capacity for the Workday functional and technical teams
Responsible for HR, Finance, Budget, and Procurement functions
Coordination related to weekly and bi-annual product releases
Acting as a Named Support Contact for application ticketing and escalation
Support for the Workday Governance Model and related responsibilities around Change Control, Customer Engagement
Product and Portfolio Planning
Communications, and Continuous Improvement
Essential Duties:
Technical Support Team Supervision:
Directs and oversees the work of assigned personnel, including Work Plan reviews, capacity planning and workload balancing, alignment of work objectives with stakeholder priorities and divisional, departmental, and citywide goals and objectives
Conducts regular performance reviews, including annual collaborative goal setting, quarterly performance check ins (at a minimum), and annual performance reviews
Provides guidance, direction, training and coaching to team members while fostering a culture of excellent customer service
Encourages continuous learning, including professional development to maximize staff skills, and coaching for success and retention, by holding staff accountable and celebrating successes
Builds a trusting work environment to empower employees to reach their potential, embrace innovation, and challenge the norm for how business is conducted
Holds team members accountable for meeting performance expectations and addresses any behavior that negatively impacts team dynamics or productivity
Provides structured coaching and mentoring to support team members in their professional growth, particularly those who may be struggling with engagement
Change Control Management and Application Technical Oversight:
Seeks input from customers to forecast, plan, and align work based on departmental priorities and application release schedules
Reviews Change Control Board items prior to weekly meetings to address any corrections or gaps for comprehensive understanding and appropriate documentation, including cross-functional or cross-system impacts, security implications, risks, etc.
Responsible for oversight of the Workday Support Team's Biannual release activities, including identification and documentation of items requiring Change Control Board reviews, and customer communications
Oversees documentation of the Workday application support processes, including collaboration on third-party applications support documentation, and regular periodic reviews and updates of all documentation
Lead Scrum Master and Agile Transformation:
Coordinates agile team activities and cadences
Removes obstructions and works to connect resources to help teams achieve their goals and complete tasks in a timely and efficient manner
Coaches agile team, providing continuous feedback regarding wins and opportunities for improvement
Monitors agile team to identify relevant skill sets, build productive relationships, and foster overall understanding of the business and organizational goals
Solicits ongoing feedback from team members for improvement of the overall Scrum process, develops disciplines including documentation, risk assessments, and collaboration
Innovation and Continuous Improvement:
Promotes the adoption of innovative features and functionality within the Workday ecosystem
Proactively identifies and advances opportunities to improve business processes, enhance systems, and promote innovation
Oversees team responsible for troubleshooting and issue resolution
Responsible for the configuration, testing, deployment, and communication of user interface components within the Workday ecosystem, including Announcements, Hubs, and Pagelets
Evaluates and prioritizes new features and functionality related to system wide user interface components and maintenance
Cross Team Collaboration, Customer Service, and Stakeholder Engagement:
Partners with teams across the organization to maximize the City's Workday investment
Collaborates alongside key teams including but not limited to; Human Resources, Finance, Procurement, Cyber Identity, Tier 2 Support, and Asset and Change Management
Meets regularly with strategic business partners to identify risks, challenges, and opportunities
Responds to all service needs in a timely, respectful, and helpful manner
Incident Management and Ticketing Oversight:
Oversees Workday ticketing activities and trends
Monitors Team ticketing metrics and support timely and professional ticketing resolution
Identifies opportunities for improved efficiency and effectiveness of ticket intake and resolution across Workday teams
Disaster Recovery and Continuity of Operations Planning:
Maintains and updates Disaster Recovery and Continuity of Operations Plans to ensure synchronicity with current ecosystem and incident management protocols
Oversees annual disaster recovery testing for on premise applications within the Workday Support portfolio
Mnium Qualifications:
High School Graduate or Equivalent and nine (9) years of related work experience
OR
2 Year College Degree and seven (7) years of related work experience
OR
Bachelor's Level Degree and five (5) year of related work experience
OR
Master's Level Degree and three (3) years of related work experience
or an equivalent combination of education and relevant experience that provides the necessary knowledge, skills, and abilities to successfully perform the essential job duties.
Preferred Qualifications:
Bachelor's degree from an accredited college or university in Information Technology, Computer Science, or a related field
five (5) to seven (7) years of experience in applications/systems administration, including specific experience with Workday or any equivalent combination of training, education, and experience that provides the required skills, knowledge, and abilities.
Scrum Master certificationo
Workday certifications in Core HCM, Financials, or Cross-Applicationon
Three (3) or more years Workday support experience
Experience supervising diverse teams of individuals, including oversight of cross-functional teams or working across the organizationon
Experience with documentation of standard operation procedures and business processes
Work Environment & Physical Demands
Primarily office-based with hybrid work flexibility
Requires extended periods of computer use and occasional lifting of items up to 10 pounds
Fast-paced work environment with overlapping project deadlines
BENEFITS
The City of Charlotte provides a comprehensive benefits package to eligible employees.
Click here to learn more about the City of Charlotte's benefits.
The City of Charlotte is a drug and alcohol-free workplace.
