Update on ISC Support Services

Update on ISC Support Services

September 02, 2021

Over the past nine months, the ISC has continued to learn how we can best support the UBC community. Our ongoing work to adapt to evolving needs and to find ways to improve has led us to make some changes. We want to share our progress so far, what’s changing this fall, and upcoming work with you to show how we’re responding to your feedback, and what you can expect from us going forward.

Our Progress

Over the summer, we’ve seen fewer Workday support tickets created, and have been able to work through older, more complex tickets that required additional time to investigate. Thank you for your patience as we continue to work through these tickets. We’re pleased to announce that our resolution rate is now at 94%. We continue to monitor support requests to identify themes, and find solutions to common problems.

We’ve also continued to expand and update both our Knowledge Base, which is full of useful guides for the community on how to do tasks or processes in Workday, as well as our Workday training courses.  We’ve organized events on key topics, such as payroll and student appointments, and most recently on student one-time payments with our operational partners in HR, Finance, Enrolment Services and Graduate and Postdoctoral Studies.

What’s Changing this Fall

ISC Team Structure

We’ve restructured our Product Management team to help us better support our community while also driving improvement in how UBC and its employees use Workday.

Our new Cross-Functional Product Sustainment and Support Manager will oversee a team of support analysts that will focus on support services, including Workday tickets and Service Desk issues. This will help us identify and resolve issues more quickly, improve how we communicate with our community members, and provide more visibility into the work being done by the ISC.

This change will also allow our Finance and HR functional analysts to spend more time implementing changes, and exploring opportunities for long-term improvements to Workday.

Updated UBC Self-Service Portal and Workday Support Form

By the end of September, our community will see some changes to the UBC Self-Service portal as well as the Workday support form. We have worked with IT to improve these resources to clarify where to get help with Workday and help from IT, simplify options in the Workday support form, and help improve navigation within the portal.

Our goal is to streamline how support requests are made and how requests for support are managed by IT and ISC. Collecting more information from those requesting support on the updated form will help ensure the ticket is assigned to the right team, and reduce back and forth messages between us and the requestor to get the details required to identify and resolve the issue.

Workday 2021 Release 2 (September 2021)

We’re also preparing for our second biannual Workday release, which will take effect on September 11, 2021. These biannual releases are an important part of keeping our system current and the ISC team manages the testing and implementation of new features, and informs the community. See what’s ahead with the latest Workday release.

What’s Ahead

As we enter the fall and approach the anniversary of our transition to Workday, the ISC continues to make improvements to our new system. In the coming months, this work will focus on providing more visibility into our current list of enhancements to Workday that have come in from the community.

In the meantime, I encourage you to continue to share your suggestions for improvements and requests for changes through our Workday support form.

Sincerely,

Harjot Guram,
Senior Director, ISC Operations