ISC Sr. Customer Service Representative
UW CODE AND REPRESENTATIVE GROUP
17187 (NE S SEIU 925 Non Supv)
21198 (NE H SEIU 925 Non Supv)
CLASS SERIES CONCEPT
The Integrated Service Center (ISC) provides single point of contact for high volume HR/Payroll inquiries at the University of Washington. Positions in this class series work in a service center environment using case management software and Workday Human Capital Management (HCM) software to address questions related to HR, Benefits and Payroll.
BASIC FUNCTION
Working in the ISC, perform Tier 1 front-line “service desk” support work for users of Workday HCM software and customers of the University’s HR/Payroll processes.
DISTINGUISHING CHARACTERISTICS
Under direct supervision and through the structure provided by ServiceNow case management software, operate as a member of a team dedicated to executing Tier 1 customer support functions within the ISC framework. Contact with customers is primarily transactional in nature, but may occasionally problem solve directly with customer to determine the appropriate Workday process. Provide assistance and support to employees in the ISC Customer Service Representative role to troubleshoot system and/or procedure issues.
TYPICAL WORK
Perform front-line “service desk” support, serving as the first point of contact for resolution of HR and Payroll inquiries directed to the ISC by the University’s faculty, staff and student workers.
Identify, research and resolve user questions and inquiries regarding Workday functionality. Act as first level technical response to items such as log-in issues, information in Workday that appears to be incorrect, etc.
Manage and resolve complex inquiries routed to Tier 1 based on established ISC policies and procedures and adhere to service center processes and workflow.
Answer a high volume of inbound calls in a fast-paced service center working environment.
Assist walk-in customers with non-routine questions and/or reviewing materials, asking questions, and problem solving with the customer to determine the appropriate Workday process.
Coordinate efficiently with a combination of HCM, Benefits, and Payroll resources within the ISC and advanced domain experts external to the ISC to address inquiries that should be escalated.
Serve as a liaison between Workday end users and other ISC staff to ensure timely, appropriate transfer of information and response to inquiries.
Utilize ServiceNow to facilitate management of inquiries/issues in accordance with established protocols.
Escalate issues to Tier 2 specialists within the ISC as well as in Central Business Units (CBUs) external to the ISC as required.
Use ServiceNow to facilitate management of inquiries/issues in accordance with established protocols.
Support periodic Workday update processes, including testing of employee self-service functions.
Lead the identification and verification of additions/changes to the ISC working repository of knowledge content.
Assist in developing and verifying relevant content to support ISC training.
Work with Tier 2 and Tier 3 teams to identify and implement process improvement opportunities within the ISC.
Take messages for staff and management.
Perform related duties as required.
MINIMUM QUALIFICATIONS
High school graduation or equivalent
AND
Two (2) years of in customer service, telephone sales or problem resolution, including:
One (1) year as an ISC Customer Service Representative or equivalent role
OR
Six (6) months of experience in human resources, benefits, payroll, or other Human Resource
OR
Equivalent education/experience.
CLASSIFICATION SPECIFICATION HISTORY
New Class Title: 4-1-17; class adopted for UW contract classified staff per negotiation with SEIU Local 925.
Job codes updated for Workday including hourly code: 6-27-17