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University of Washington
Seattle, WA

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Employment Type
Full Time
Institution Type
Four-Year Institution
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ISC INTAKE MANAGER Req #:203284Department:INTEGRATED SERVICE CENTERJob Location: Seattle Campus Posting Date:02/20/2022 Closing Info:Open Until Filled Salary:Salary is commensurate with education and experience. Shift:First Shift As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world.

UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.

The ISC has an outstanding opportunity for an ISC Intake Manager. Reporting to the ISC Director for the Project Management Office, the Intake Manager position will provide strategic oversight, design, and direction for Workday-related intake of customer requests to modify or configure the Workday application or related elements (such as security or reports). The Intake Manager will work across the ISC’s functional and technical teams, ISC customers, and Workday administrators to assess the business need for new requests and determine their technical feasibility. Extensive partnership with leaders internal and external to the ISC is also required, to ensure requests are aligned with agreed-upon business objectives and will contribute to future decisions and modifications to support operational practices within Workday.

This position will work to ensure that Workday change requests meet the customers and business needs. Duties include the development of intake procedures, collaboration with customer requestors to consider the impacts of building new functionality in Workday, identifying and gathering business requirements for the new functionality, and working with internal ISC teams to determine feasibility and project resources required to develop the functionality.

In consultation with internal ISC teams, the Intake Manager must evaluate the merits of requests through the lenses of platform strategy, compliance, downstream impacts of developing the functionality, risks of not doing so, sustainability of the request and/or approach, and advise ISC leadership when needed on recommended outcomes. Pending the outcome of those internal conversations, the Intake Manager will then outline the options for the solution (along with resource estimates for each solution discussed), identify the ISC-recommended solution, and communicate those options with the customer. In cases where a request is determined to not be feasible, the Intake Manager will communicate with the customer requestor to explain why the requested functionality cannot be delivered.

This role will also support the work on Finance Transformation, the University’s large-scale project to modernize its finance operations, business systems, and processes.

Primary Responsibilities

Provide Strategic Direction and Leadership

  • Provide overall leadership for the development of a cohesive set of best practices for Workday Customer Request Intake at the university
  • Proactively partner with peer leaders to identify, develop, and implement solutions that meet the needs of Workday administrators, the ISC, and central business units
  • Develop, implement, and continually improve a standardized, robust, and repeatable request intake framework
  • Identify opportunities to adopt new methods that positively affect the Workday user experience
  • Partner closely with ISC leadership to consider operations across the full scope of the ISC and how those relate to shared services support, seeking opportunities to economize the time, effort, and knowledge across all teams, promote process transparency and improvement opportunities, and identify platform-wide priorities; ensure cross-functional knowledge transfer
  • Establish, review, and maintain best practices for the delivery of positive customer experience across Workday support teams

    Supervision, Program, and People Management (30%) (continuously overlaid in all duties)

  • Responsible for driving the design and development of best practices that foster strong, effective, collaboration and customer advocacy across support teams within the ISC, academic units, central business units, and the central Finance Shared Environment.
  • Partner with colleagues and peers to strategize and execute initiatives relating to customer success; reach established goals developed across teams that align with overall Finance and UW goals
  • Cultivate a high-caliber service environment; drive and measure customer success outcomes and effectiveness in various functional areas, and identify areas for data integrity checks for cross-module business processes (i.e., cost allocations, salary transfers/payroll adjustments, etc.)
  • Lead cross-functional support project work, including guidance and oversight of projects and workflow and general project timelines; provide meaningful feedback and actionable guidance to enable the related teams to grow in their careers
    >li>Maintain productive relationships with designated stakeholders/administrators, collaborating at a high level to understand policies, procedures, and established standards across support teams
  • Help teams determine cross-functional support efforts, necessary resources, training, and documentation to support their unit-based customers with Workday troubleshooting, error correction, and data integrity
  • Identify action plans to address the change impacts of FIN implementation related to HCM support needs and customer
  • Encourage and promote an inclusive environment, highlighting individual and team diversity across campus, and placing value on inclusiveness and equity as an essential component of exceptional customer service
  • Ensure the support teams are equipped with the appropriate training and documentation to fully serve the campus and business needs

    Executive Level Reporting, Advisement, and Recommendations

  • Proactively identify operational tools and resources to improve customer experience and efficiencies across teams
  • Provide strategic insight to university-wide transformation initiatives to develop a collaborative approach ensuring customer success
  • Determine success metrics for ISC support of HCM-related case resolution that involves FIN business process touchpoints, and identify a methodology to capture those metrics to measure year-over-year trends
  • Partner with ISC PMO to assess work request viability compared to development team workload and capacity to ensure successful delivery of priority work items
  • Works as part of a team to facilitate analysis of new work requests as well as gathering and documenting requirements for new work requests before handing off to development and testing teams, etc

    Administrative Duties as Required

  • Schedule and coordinate regular meetings with unit-based shared support environments
  • Work with ISC teams to develop a practical and accessible resource library for shared customer support
  • Develop and deploy strategies, action plans, and playbooks to improve the customer experience
  • Workday Adoption Planning

    Other duties as assigned

    As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here.

    Required Qualifications

  • Bachelor's Degree in Business Administration, Information Science, or related areas AND 5 years of experience in the following areas:
  • Professional working experience with increasing responsibility in a business advisory, strategic or consultative role in a customer-centric environment
  • Experience developing operational processes and mitigating conflict/escalation;
  • Experience in collaborating and cultivating trust with a wide variety of individuals/teams in a deadline-driven environment;
  • Experience communicating effectively with a wide variety of stakeholders, including but not limited to coworkers, customers, business process owners, and executive leadership;
  • Experience successfully managing complex, often policy-driven, projects from start to finish in an iterative and collaborative work environment;
  • Demonstrated experience working on diverse groups and teams; respects, values and contributes to UW Finance and UW’s commitment to diversity, inclusion, and equity;
  • Four years of progressively responsible and successful leadership/management experience; demonstrated commitment to developing others to become leaders.
  • Technical experience with Workday or other integrated ERP

    Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.

    Desired Qualifications

  • Master’s degree in Business Administration, Human Resources, or related field;
  • Experience playing a leadership role in a shared services environment;
  • Working experience designing, executing, and/or managing relevant business processes at
  • The University of Washington or in a comparable higher education environment;
  • Experience in the use of customer support infrastructure tools, including a service management system, knowledge base, and associated reporting tools.

    Funded through approximately December 2023.

    Application Process:
    The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Workforce Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.

  • Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.

    Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

    The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral. The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.

    The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

    To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected].


    Governor Inslee's Proclamation 21-14.2 requires employees of higher education and healthcare institutions to be fully vaccinated against COVID-19 unless a medical or religious exemption is approved. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination. View the Final candidate guide to COVID-19 vaccination requirement webpage for information about the medical or religious exemption process for final candidates.

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