Workday Service Center Director

  • University of Kansas Medical Center
  • Kansas City, KS, USA
  • Nov 08, 2021
Full time Business/Financial Affairs/Financial Aid Human Resources & Affirmative Action

Job Description


Workday Service Center Director

Workday Service Center
Workday Service Center

Position Title:
Workday Service Center Director

Job Family Group:
Professional Staff

Job Description Summary:
The Workday Service Center organization will be responsible for both the day-to-day operations of the Workday and Adaptive Insights enterprise software applications (“Workday”) as well as the long-term strategic leverage of the applications in order for KUMC to maximize the value of Workday to the broader organization. The Workday Service Center will support the university's faculty, staff and student employees by serving as KUMC's most skilled point of contact for designated finance, procurement, budgeting, grants, HR, research administration and payroll inquiries and support. The hallmarks of the service center will be to deliver services that are timely, accurate and highly attuned to the university environment.
The Workday Service Center Director will lead a team dedicated to supporting cohesive operations across the service delivery model, leveraging matrixed resources throughout the university and working with process owners and subject matter experts in finance, IT, grants, HR, payroll, budgeting and procurement, and research administration. More specific responsibilities will include managing Workday release and change management processes, administering security within the Workday application, training and communication, and a knowledge management framework. This role will foster an environment focused on customer service and a high level of collaboration and coordination with team members and customers. High sensitivity and energy to effect change in a complex academic organization is required.

The Director will apply proven problem-solving and communication skills to guide and assist users on issues related to the design, development, and operation of mission-critical information and processes of the Workday system. The Director will plan, coordinate, and direct operational activities of the Service Center as well as provide leadership for solutions that enhance mission-critical business operations. He or she will work closely with decision makers in multiple departments across KUMC to identify, recommend, develop, implement and support cost-effective solutions.
In order to be successful, the incumbent will need to effectively balance conflicting priorities and maintain sound perspective on the overall objectives of the organization. This role will require excellent analytical acumen, organizational skills and collaborative focus.
This position dually reports to the Chief Financial Officer & Vice Chancellor for Finance and to the Associate Vice Chancellor/Chief Human Resources Officer.

Job Description:

Job Duties Outlined:

  • Design, supervise, develop and lead a team dedicated to supporting cohesive operations across the service delivery model
  • Foster strong collaboration across the Workday Service Center team and with its customers
  • Direct periodic Workday software release processes, including planning, cross-team coordination, objective setting, testing and migration into the production environment
  • Research and make recommendations to process owners regarding desired Workday software functionality in order to fully leverage system capabilities
  • Ensure appropriate security controls are in place for the Workday applications and ensure the on-going maintenance of role-based security administration across the university
  • Lead Workday change request and change control processes, including identification of improvement opportunities, coordination of associated configuration and testing, and migration into the production tenant
  • Maintain productive relationships with designated stakeholders, administrators and process owners, collaborating at a high level to understand policies, procedures and established standards
  • Work across organizational units and institutional structures to assure the foundation of information leveraged by the Service Center and its customers is accurate, easily accessible and comprehendible
  • Understand electronic data interfaces into and out of Workday with external software applications within or outside KUMC, collaborating with IT and other functional departments, to ensure appropriate and accurate electronic data exchange between Workday and such other applications
  • Facilitate problem-solving and clear communication among user groups and university leadership who have varying needs and priorities
  • Drive monitoring and evaluation of an extensive repository of Service Center inquiry responses and issue resolutions, maintaining the associated content over time to reflect enhanced understanding and the evolving needs of the organization
  • Understand and disseminate information regarding Workday best practices from Workday, external consultants and the national Workday user base
  • Provide leadership for Workday customer support using ServiceNow or another service management tool and the Workday web portal
  • Collaborate with Workday corporate support or external consultants as appropriate for prompt assessment and solutions pertaining to identified problems or emergency situations
  • Work closely with the KUMC team dedicated to creation and delivery of Workday training content
  • Provide leadership for change management and communications related to Service Center deliverables and activities
  • Manage high-volume workloads by multi-tasking, coordinating with peers and communicating with customers as required
  • Balance complex and competing priorities in a deadline-driven environment
  • Engage in regular update meetings with CFO and CHRO
  • Other duties as assigned

Preferred and Required Qualifications

Required Qualifications:

  • Bachelor's degree in human resources, finance, accounting, business administration or other applicable field or equivalent combination of education and experience
  • Minimum of five years of position-related experience and 2 years of management/leadership experience
  • Demonstrable leadership experience, including supervision of multi-functional resources in a deadline-driven environment, and cultivation of trust, strong collaboration and professional development on a high-performing team
  • Working experience managing relevant processes in a similar complex academic or business environment
  • Experience working and communicating effectively with multi-functional stakeholders, key process owners and external vendors and consultants
  • Experience using a proactive continuous improvement approach to meet finance, procurement, grants, budgeting, HR, research administration and payroll process design and operational requirements, assimilating stakeholder feedback and refining operational frameworks on an ongoing basis
  • Experience leading a matrixed support environment or major multi-functional project(s)
  • Strong emotional intelligence, persuasion and negotiation skills, including conflict resolution
  • Ability to reasonably estimate costs of Workday enhancements and configuration changes across a wide range of Workday functional and process domains

Preferred Qualifications:

  • Master's degree in human resources, finance, accounting, business administration or other applicable field
  • Experience supporting an enterprise cloud-based software application, ideally Workday
  • Working experience designing, executing and managing relevant business processes in a higher education or other complex business environment
  • Management reporting experience with HR, finance and budget systems and data within a large, complex organization such as KUMC
  • Experience in the use of customer support infrastructure tools, including a service management system, knowledge base and associated applications

Application Details

Required Documents:

  • Resume/CV
  • Cover Letter

Employee Type:

Time Type:
Full time

Pay Rate Type:

Pay Grade:

Pay Range:


Application Instructions:
To learn more and apply online, please visit or go to and search for position number JR002642.

Applications must be submitted directly through the KU Medical Center website to be considered for this position. Any applications submitted via email or this website will NOT be reviewed or considered.

About KU Medical Center:
The University of Kansas Medical Center’s mission is to educate exceptional health care professionals through a full range of undergraduate, graduate, professional, postdoctoral and continuing education programs in the schools of Medicine, Nursing and Health Professions. KU Medical Center also advances the health sciences through world-class research programs; provides compassionate and state-of-the-art patient care in an academic medical center environment; and works with communities in every Kansas county to improve the health of Kansans. Learn more at

KU Medical Center proudly offers a competitive and comprehensive benefits package through the state of Kansas, with flexible options designed to meet the diverse needs of our faculty and staff. To learn more about our options for medical, vision, dental and other insurances, as well as our generous time off policies and retirement options, please visit

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Applicants with dual-career considerations can find university jobs such as professor jobs, dean jobs, chair / department head jobs, and other faculty jobs and employment opportunities at the University of Kansas Medical Center and at other institutions of higher education in the region on

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