eStaff LLC

Communications

• Design and implement a strategic communications plan aligned with the overall change management approach.
• Develop key messages and engagement content to support stakeholder awareness, understanding, and commitment to the IT centralization initiative.
• Serve as the lead communication liaison between executive leadership, HR, IT, and departmental stakeholders.
• Create and manage communication materials, including emails, presentations, FAQs, newsletters, talking points, and intranet content.
• Coordinate stakeholder engagement activities, such as town halls, feedback sessions, and leadership briefings.
• Monitor communication effectiveness and adjust tactics based on feedback and organizational readiness.
• Support the OCM team with training coordination, change readiness assessments, and staff onboarding messaging.

Senior OCM Communications

Customer Support

• Provide Tier 1–Tier 3 support for Workday-related tickets, including login/access issues, data discrepancies, and workflow errors
• Monitor and triage incoming tickets using the ServiceNow platform; ensure timely resolution and documentation
• Escalate critical system issues and coordinate with Workday support or technical consultants as needed
• Conduct root cause analysis for recurring issues and recommend long-term solutions
• Maintain a knowledge base of common issues and resolutions to support Tier 1 staff
• Track system performance and usage trends to identify inefficiencies
• Generate reports on ticket volume, resolution time, and issue categories
• Recommend and implement configuration changes or user training to reduce ticket volume

Senior OCM Communications

Workday Support Specialist