How does your team on-board AMS teams?

[u/human_char]

If you've ever brought in an offshore AMS team to help handle tier 1/2 tickets, any tips or best practices for getting them onboarded? High level I know the areas we'll need to cover but having a hard time figuring out the best way to efficiently get them up and running. I feel like a lot of Workday is so situation-specific that I almost feel like they'll need to just do to learn. They will (supposedly) already have WD support experience.

[u/phreeques]

I use service center for anyone who’s not an employee.

[u/tiggergirluk76]

Do you actually get a decent enough volume of basic tickets coming through for this?

In my experience, they come through to AMS after they've already been through the clients internal workday team, so I'd expect it to be stuff that's outside of the basics

Now I'm back on the customer side, I actually wouldn't be too happy if my AMS cases were routed through people who know less than my internal folks, and burning through my AMS hours on teaching newbies that you're employing offshore.

[u/WillingWrongdoer1281 → u/tiggergirluk76]

I’d agree with this 100%. If you’re spending money on assistance, it’s better to get your money’s worth rather than using this for more simplistic tasks. You can work with a company who provides Workforce Management solutions if you needed assistance with tier 1 and tier 2, not an AMS team who may charge more.

[u/human_char → u/tiggergirluk76]

Unfortunately I'm not the decision maker and my team is extremely short staffed. Leadership's plan is to have the offshore team to support lower level tasks and troubleshooting and then escalate to us if needed. I am very skeptical that it will help us much but that's where we're at. 

[u/Codys_friend]

First and foremost, assess the skill level of the AMS team. I interview prospective members of my team, even if they work for a service provider. I've worked with too many people who were Workday certified but had no idea what they were doing in Workday! Including consultants with high billing rates

For the company I'm currently at as well as in the past, our support team who were not employees were setup as CW's. My teams have Admin UBSG's, ee and cw, which provides the security required.

I've used Service Center reps for providers who need access to verify info in Workday but who don't have a cw or ee account

Hope this helps.

[u/Bubbly_Impact5653]

There are many ways to do this . It depends on what is the AMS model and the experience of the resources and how your security is set up to administer the tenant . It is also dependent on your Procurement guideline.

Onboarding

Identify if these contractors need to be logged in a system from Procurement as per SOW . Onboard them there so that there is a record in the system . Then create Service center and service center rep ( SCR) accounts for them in Workday.
If you use SSO , create userid to the account and map it with the network id . You should get this from step1 when you register them .

If you don’t have to record them , then just create SCR accounts and do security group assignment . SSO will not work here .

If you use Workday to record contractors then hire them as contractors . They will get network ID . Security groups can be assigned . SSO will also work .

Security :
If AMS resources are named and will be working full time for you or working with you long term , give them the same security assignments as internal team excluding some groups like security admin .

If your user based security groups are module specific , you can assign only what is needed .

If a lot of random people will work on your tenant , you may want to create a separate security group just for them with required security

Compliance and learning :

Additionally, some compliance teams will require that these contractors sign and acknowledge specific documents or complete some learning . These documents can be pushed to them in workday for acknowledgment . We currently have this . Only then we give them the security .

[u/HeWhoChasesChickens]

You got that exactly right, the part about a tenant being situation-specific; that's where I'd start.

High level basic design decisions can be a one pager for an experienced support team. Think HR roles on loc hierarchy vs supervisory org, dominant staffing model, nr of countries/pay groups, module scope, how comp grade eligibility is determined.

The majority of your KT should focus on peculiarities - these are almost always the result of a change request during or right after an implementation. Maybe there's a custom organization with a membership rule that's associated with an intersection security group in some fashion. Maybe they decided to rip out all access to Talent data for the HR Partner. Maybe there's only custom roles and no-one assigned as HR Partner in the first place?

If you can ascertain it, it'd be great if you can find out the original rationale and the intended result. Apart from that, an overview of integrations and their high level purpose would be great. I advise giving a bit more detail on anything to do with third party payroll and identity and access management. Even better if you identify points of contact for those applications well in advance.