Workday Training Specialist

Job Description

Live Nation Entertainment is the world's leading live entertainment and eCommerce company, comprised of four market leaders: Ticketmaster.com, Live Nation Concerts, Front Line Management Group and Live Nation Network. Ticketmaster.com is the global event ticketing leader and one of the world's top five eCommerce sites, with over 26 million monthly unique visitors. Live Nation Concerts produces over 20,000 shows annually for more than 2,000 artists globally. Front Line is the world's top artist management company, representing over 250 artists. These businesses power Live Nation Network, the leading provider of entertainment marketing solutions, enabling over 800 advertisers to tap into the 200 million consumers Live Nation delivers annually through its live event and digital platforms. For additional information, visit www.livenation.com/investors.

THE ROLE

The Training Manager will be responsible for overseeing the training and support activities related to Workday (HCM). Developing and delivering training programs, while managing our global support desk, setting best practice standards to ensure exemplary service delivery.

The ideal candidate will possess strong analytical and communication skills with an abundance of enthusiasm, who has the skill to effectively convey technical information to a non-technical audience while making learning fun and engaging.

The end goal is leveling up the organization's knowledge of Workday through the provision of training and support, empowering our user base to ensure the effective utilization of Workday across the organization.

WHAT THIS ROLE WILL DO

User Support and Troubleshooting:
• Manage queue of user queries received through our global service desk (Zendesk)
• Line manage two Workday support analysts (1 US / 1 UK based) - set best practice standards to ensure exemplary service delivery
• Act as point of escalation and collaborate with technical team to resolve complex technical issues as needed.
• Oversee administration of user access, security roles, and permissions within Workday to ensure data integrity and compliance.
• Analyse ticket activity to identify trends and opportunities for enhancing system adoption
• Create knowledge bank for frequently received queries to create a robust Tier 0 (self serve) offering. Aiming to reduce number of tickets received by analysts (Tier 1)
• Continual review of support function, identifying and embedding process enhancements

Workday Training Program Development:
• Create a variety of engaging training content such as presentations, user guides, job aids, e-learning modules, and interactive workshops.
• Design and develop a comprehensive training program for Workday HCM modules
• Maintain a library of on-demand training resources

Training Delivery and Communication:
• Conduct engaging and informative training sessions, to educate end-users on Workday functionality, features, and best practices.
• Provide hands-on training and guidance on data entry, report generation, and system navigation.
• Ownership of our ''What's new in Workday'' comms, communicating all system changes to stakeholders, ensuring they are easy to digest
• Run regular calls with global HR teams (Across NA, EMEA and APAC) to review tickets received through the service desk and provide training where knowledge gaps have been identified
• Collate feedback from stakeholders and collaborate with cross-functional teams to identify system and process improvements
• Assess training effectiveness and continuously improve training methodologies based on feedback and evaluation.

WHAT THIS PERSON WILL BRING
• Strong working knowledge of Workday HCM as a system required
• Experience designing and delivering training content for Workday's HCM using various methods (e.g., instructor-led, e-learning, workshops).
• Previous line management experience
• Experience working with Workday users outside North America
• Passionate about Workday – enthusiasm rubs off onto others!
• Excellent written and verbal communication with strong presentation skills, able to effectively convey complex concepts to non-technical users
• Strong interpersonal skills to build relationships and collaborate with diverse stakeholders
• Analytical mindset with strong problem-solving skills, able to troubleshoot user issues relating to complex business processes and identify areas for improvement
• Ability to thrive in a rapidly evolving and fast-paced culture while meeting time-critical deadlines

BENEFITS & PERKS
Our motto is 'Taking Care of Our Own' through 6 pillars of benefits:
• HEALTH: Medical, Vision and Dental benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
• YOURSELF: Generous paid time off policy including paid holidays, sick time and paid days off for your birthday, Free concert tickets
• WEALTH: 401(k) program with company match, Stock Program
• FAMILY: New parent programs & support including caregiver leave and childcare cash, infertility support
• CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
• OTHERS: Volunteer time off, crowdfunding network

Live Nation's policy regarding vaccinations and masking will evolve based upon updated regulations and factors related to COVID-19. Currently, we strongly encourage employees to be fully vaccinated or have received a negative COVID test within [24] hours of entering an office.

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Jobcode: Reference SBJ-ro0je4-3-137-142-253-42 in your application.