AddressYour work days are brighter here.
At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That's why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don't need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.
About the Team
Our service management team work closely with regional and global business partners to understand business processes, goals and gaps. We collaborate with Business Technology development teams and other business analysts in the planning, prioritization, design, development and deployment of new projects & system enhancements.
About the Role
Are you passionate about all things Service Management? Do you hope to find a role that provides a platform for you to grow yourself and your career?
Then read on!
We are looking for a hard working, motivated individual with experience in Incident Management and Service Management.
You will partner with service teams, SRE operations, service health and customer support to build networks and provide premium collaborator value.
Your goal will be to increase awareness of our service management practices, provide data insights and workflows to facilitate fast root cause analysis and mitigation of customer impacting issues. You will apply your knowledge and experience to guide the team to optimization.
About You
You are a quick learner and keen to learn new technologies. You love to build connections! You use experience and data to make decisions.
Responsibilities
Lead major incident calls and drive resolution and RCA with SRE partner teams.
Problem management and proactive analysis of incident trends.
Evaluate recurring incidents and follow up with teams to minimise impact.
Ensure that root-cause is established for all major incidents and that a formal RCA is detailed and published.
Conduct continuous process improvement for the Incident Management Life Cycle and Incident Post Mortem process
Coordinate standardising processes across the organisation for Incident and Problem Management, so they can be more readily understood and handled, errors reduced, and risks mitigated.
Basic Qualifications
3+ years' of success in one or more of the key Service Management practices (incident management, problem management).
Industry practices related to Service Management and Lifecycle; ITIL/IT Service Management methodology.
Established history of successfully leading issues through resolution and priority management at both the service owners and executive levels.
Other Qualifications
Excellent written and verbal communication skills.
Ability to handle and perform in stressful situations.
Standout colleague with ability to engage across multiple teams.
Ability to work independently, adapt quickly, and maintain a positive demeanour.
Ready to work in a fast-paced environment.
Bachelor's degree or 3+ years' of work experience
Our Approach to Flexible Work
With Flex Work, we're combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.
Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!
