Job Summary:
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.
About Us
Recognized three years in a row by Great Place to WorkR and named one of People Magazine's top 50 Companies that Care, Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations.
We recognize that our most important assets are our employees, the rock stars who keep the live experience going. Generous vacation, healthcare, and retirement benefits are just some of the great perks we offer to support our global workforce of more than 38,000. For any stage in your career, our many unique benefit programs are designed to help you live life to the fullest. We offer student loan repayment to support recent grads, six months of paid caregiver leave to support new parents, perks like Roadie Babies (bring your little ones & a caretaker along with you on work trips) and tuition reimbursement to fuel your ongoing professional development. Plus, working for the world's largest live event and ticketing company means you'll have access to free concerts, festivals, sports games, and more through our exclusive employee ticket concierge.
There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.
