Workday End-User Support Advisor

Live Nation (Music) UK Limited; Greater London; Remote; GBP 42,000 - 62,000; Full time

Job summary

Live Nation Entertainment is seeking a Workday End-User Support Advisor to deliver high-quality support for Workday users across the organisation. You will join the global Workday Support team, resolving user issues and contributing to Knowledge management and self-service resources.

The role requires collaboration with HR, HRIS and business stakeholders across regions and supports transformation of support services with an AI-enabled model and continuous improvement mindset.

Qualifications

• Experience supporting Workday users in an HR systems environment.
• Understanding of Workday business processes and troubleshooting across functions.
• Experience Workday administration, data maintenance, testing, or release support.
• Experience in a service desk or ticket-based support environment.
• Knowledge of knowledge management platforms is desirable.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication.
• Experience supporting self-service or chatbot-enabled support.

Responsibilities

• Respond to and resolve Workday user queries with high customer support.
• Perform Workday administration activities including security roles and onboarding support.
• Support releases and configuration changes through testing and readiness.
• Maintain knowledge articles and SOPs.
• Analyze issues and feedback to improve processes.
• Collaborate with HR and stakeholders to promote system adoption.
• Support ad-hoc projects and initiatives.

Skills

Workday expertise

HR systems support

Ticketing systems

Knowledge management

Data analysis

Communication

Self-service adoption

Tools

Zendesk

Scribe

Job description

Job Summary

• Workday End-User Support Advisor
• Company: Live Nation
• Department: Human Resources
• Location: Remote (UK)
• Reports to: Workday Training & User Support Manager
• Working Hours: 40
• Contract Type: Permanent

Role Description

The Workday End-User Support Advisor plays an important role in delivering a high-quality support experience for Workday users across the organisation. Working within the global Workday Support team, the role is responsible for resolving user issues, performing key Workday administration activities, maintaining support documentation, and contributing to continuous improvement across the HR systems support function. Supporting users across EMEA, APAC, and North America through our ticketing platform, the role helps ensure users can access timely support, accurate guidance, and effective self-service resources. This is an excellent opportunity to expand your expertise across Workday administration and knowledge management while playing a key role in transforming support services for a large multinational organisation. You'll help shape an AI-enabled support model, drive self-service adoption, and deliver an improved user experience.

Key Responsibilities

• Respond to and resolve Workday user queries, providing a high standard of customer support and acting as an escalation point for more complex issues.
• Perform Workday administration activities, including organisational maintenance, security role assignments, data quality activities, and support for onboarding acquired businesses.
• Support Workday releases and configuration changes through testing, validation, and support readiness activities.
• Maintain and continuously improve knowledge articles, SOPs, FAQs, user guides, and process documentation.
• Analyse recurring issues, support trends and user feedback, recommending improvements to processes, documentation, and user experience.
• Build effective relationships with HR, HRIS, and business stakeholders to support system adoption and continuous improvement.
• Support ad-hoc projects, research activities, and business initiatives as required.

Competencies / Skills / Knowledge / Experience

• Experience supporting Workday users in an HR systems environment.
• Good understanding of Workday business processes and the ability to troubleshoot issues across multiple functional areas.
• Experience performing Workday administration, data maintenance, testing, or release support activities.
• Experience working within a service desk or ticket‑based support environment.
• Knowledge of Zendesk or similar ticket management platforms is desirable.
• Experience creating and maintaining knowledge articles, SOPs, user guides, process documentation, or training materials.
• Knowledge of Scribe or similar platforms is desirable.
• Strong analytical and problem‑solving skills with the ability to identify trends and improvement opportunities.
• Excellent written and verbal communication skills.
• Experience supporting self‑service, knowledge management, or chatbot‑enabled support functions is desirable.

Behaviours

• Customer‑focused and solutions‑oriented.
• Takes ownership and accountability for delivering high‑quality outcomes.
• Demonstrates curiosity and a continuous improvement mindset.
• Collaborates effectively with colleagues and stakeholders.
• Uses data and insight to identify opportunities for improvement.
• Maintains professionalism and discretion when handling sensitive information.

Success Measures

• High customer satisfaction and service level performance.
• Increased use of self‑service resources and knowledge content.
• Reduction in recurring support issues and avoidable support demand.
• Improved quality and effectiveness of Workday knowledge resources.
• Positive contribution to digital support channels and user experience.
• Delivery of measurable process and operational improvements.

Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.

Recognized for seven years as a Great Place to Work® and named one of Fortune’s World’s Most Admired Companies, Live Nation Entertainment is the world’s leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Our world‑class teams specialize in all aspects of the live entertainment industry, from ground‑breaking innovations in ticketing, global venue development and operations, concert promotion and production, sales and brand partnerships, and unparalleled artist management supported by professionals in all facets of corporate operations. We believe in taking care of the countless employees helping artists bring live music to fans all around the world.

Benefits

• Our many unique benefit programs are designed to help our teams live life to the fullest including generous vacation, healthcare, retirement benefits, student loan repayment, tuition reimbursement, six months of paid caregiver leave for new parents including fostering and perks like Roadie Babies helping new parents care for their babies on work trips.
• And of course, access to free live events through our exclusive employee ticketing program.

There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.