Department: Innovation and Technology Department
Salary: $103,669.00 - $149,023.89 Commensurate with Experience
Welcome to the City of Charlotte
Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.
Our guiding principles include:
Attracting and retaining a skilled and diverse workforce
Valuing teamwork, openness, accountability, productivity, and employee development
Providing all customers with courteous, responsive, accessible, and seamless quality services
Taking initiative to identify, analyze, and solve problems
Collaborating with stakeholders to make informed decisions
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) years 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 certification
- Workday certifications in Core HCM, Financials, or Cross-Applications
- Three (3) or more years Workday support experience
- Experience supervising diverse teams of individuals, including oversight of cross-functional teams or working across the organization
- 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
CONDITIONS OF EMPLOYMENT
The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.
Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.
Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.
The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.
Our culture is to serve the community honorably.
HOW TO APPLY
Apply online.
Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.
You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.
For questions about your application or the hiring process, please email Careers@ci.charlotte.nc.us.
The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.
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.
