Post-Go-Live Support

Contributed by Joey Carls

In a few short months, we'll go live with Workday Financials. The Training Team is working hard to make sure people are ready to do their work in the new system and with the new processes on the first day the system is live, but that's not the only preparation being done to ensure a smooth transition from Oracle to Workday.

UVAFinance is in the process of standing up the Finance Solution Center, our centralized, first human point of contact for most support requests after go-live. We will begin with the launch of askfinance@virginia.edu on March 14 followed by call center and chat integrations in the coming weeks and months. This primary point of entry for support requests will reduce confusion amongst users in the schools and units and help to reduce burden of specialists in other areas of UVAFinance currently fielding common questions both within and outside of their portfolios.

The organization of support in the Finance Solutions Center will be as follows:

• Tier 0: Self-help resources including quick reference guides, FAQs, policies, and procedures. The Training Team is working diligently to create robust resources for this level of service. Read more about their efforts here (LINK).
• Tier 1: The User Success Team will act as the primary point of entry for finance questions or issues via askfinance@virginia.edu, our call center, and chat. We are working with functional area leaders to create a catalog of service and knowledge articles that will aid User Success Agents with answering common questions and solving common issues. It is our expectation that many well-documented questions and issues will be supported at this level.
• Tier 2: Functional area specialists (experts in procurement, payroll, treasury, budget, etc.) will provide support with cases escalated from the User Success Team. Cases will remain “open” until such time that a solution is suggested to the user and the user confirms resolution.
• Tier 3: The Workday support team in UVAFinance will receive system support cases that are escalated from lower tiers of service. Cases will remain “open” until such time that a solution is suggested to the user and the user confirms resolution.
• Tier 4: Cases that require the attention of our vendors and partners outside of UVAFinance will be escalated to this level of service for further investigation and support. Cases will remain “open” until such time that a solution is suggested to the user and the user confirms resolution.

Over the next few weeks, we will be recruiting and onboarding User Success Agents and continue building our service catalog. The period between the soft launch and Workday go-live will provide us time to expand our service catalog, refine our workflows, and review our resourcing to ensure that we are fully ready to support you on July 1.

We are excited to serve you in the coming months and after go-live. As the Finance Solution Center team comes on board, I look forward to introducing them to you.

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Read more from Melody Bianchetto on how UVAFinance is using Salesforce to deliver excellent service.