Shared Services Support Supervisor

Job Description

Job Description

The Shared Services Support Supervisor leads Support for HR Technology, Benefits, and Learning. This role manages Zendesk/ticket requests, builds best practices, and ensures a high level of service to business partners. Our job in Shared Services is to ensure that all HR teams across Live Nation Entertainment have the tools, information, and access they need to best serve our employees. The Shared Services Support Supervisor reports into the HR Operations team.

Responsibilities:
• Manage the Shared Services Support function, including supervision, training, and leadership of support analysts.
• Maintain and enhance Zendesk ticket management system for each Shared Services function.
• Create and maintain best practices and service level agreements for various tickets/requests.
• Serve as an escalation point for tickets/requests requiring additional assistance.
• Cultivate a general knowledge of Workday (HCM, Benefits, and Learning) processes to assist with common questions and provide quick solutions.
• Create a knowledge bank of process documentation and reference guides to be used by business partners and the broader support team.
• Run and prepare a monthly review of tickets/requests for Shared Services management.
• Meet with leads on the HR Technology, Benefits, and Learning teams to call out trends, patterns, and recurring issues.
• Regularly access Workday Community to research fixes to current/ongoing business issues and discover new functionality to assist with system optimization.
• Manage EIB (data load) processes.
• Ad hoc special projects as required or as necessary.

Knowledge, Skills, and Abilities:
• Strong experience with HR Systems required – preferably with Workday.
• Previous line management experience or group/team leadership.
• Demonstrated understanding of confidentiality, morality, and compassion.
• Experience implementing projects and proven ability to thrive in a demanding, change-oriented environment.
• Ability to distil complex concepts into clear, easy-to-understand examples using analytical, logical, and organizational skills.
• Ability to learn new systems quickly and understand their process flows.
• Excellent verbal and written communication skills.
• Ability to work in a rapidly-evolving, fast-paced culture and meet time-critical deadlines while multi-tasking.
• Ability to be flexible with work hours based on workload changes.
• Eagerness to learn more and constantly improve both our business practices and your personal skillset.
• Passion or interests in music, technology, and media.

Jobcode: Reference SBJ-r1zm5e-18-191-186-72-42 in your application.