Great work starts with a great team. Here's an overview of the support roles that you need to identify within your organization, the number that you need to identify, their responsibilities, and guidance on how to get started.

• Named Support Contact Admin (NSCA)
  *Primary Support Contact Admin
• Named Read Only Contact
• Customer Project Manager
• Training Coordinator
• Security Lead (SL)
• Security Administrator
• Workday Community Administrator
• Developer Support Contact (DSC)

Roles

Named Support Contact

Role and Responsibilities

• Create and manage cases from the Workday Community.
• Review Customer Alerts and communicate internally (as needed)
  *Primary Support Contact(s) default contact for proactive case and incident notifications for your organization. 
• Escalate Brainstorm Ideas
• The number of Named Support Contacts a customer can assign is based on the number of employees and Workday subscription

Getting Started Guidance and Recommended Training

• Bookmark the Named Support Contact (NSC) Hub.
• Review the Getting Started as an NSC and NSC responsibilities. 
• Review the NSC Training Page and watch the NSC Support Overview Video.
• Update your Workday Community profile and familiarize yourself with using the Workday Community.

Training Coordinator

Role and Responsibilities

• Knowledge of training policies and procedures.
• Learner account creation and management.
• Training plan ownership.
• Training budget management.
• Training enrollment management (approving, assigning, declining).
• Subscription access management (for example, Learn On-Demand, Adoption Kit).
• Submitting and managing training cases.
• Understanding and sharing training communications with your organization.
• Customer can assign up to 2 Training Coordinators.

Getting Started Guidance and Required Training

• Review the Get Started as a Training Coordinator page for an introduction to the Training Coordinator’s role, our training systems and tools, and basic system navigation 
• Bookmark and review the Customer Training Coordinator Hub. 
• Visit the Training Recommendations page for guidance on creating your training plan.

Workday Community Administrator

Role and Responsibilities

• Manage Community memberships.
• Encourage appropriate and timely posts by subject matter experts.
• Adjust tags, and correct and refine informational posts.
• View and escalate Brainstorm Ideas.

Getting Started Guidance and Required Training 

• Review the Manage Organizations page.

Customer Project Manager 

Role and Responsibilities

• Develop, manage, and maintain the project plan throughout the Workday deployment.
• Responsible for managing the project to completion.
• Customer can assign 1 Project Manager.

Getting Started Guidance and Required Training:

• Review the Customer Project Manager Training page.

Named Read-Only Contact 

Role and Responsibilities

• Can view cases in the Workday Community when added to the case team; unable to create or add comments to cases.

Getting Started Guidance and Required Training:

• Update your Workday Community profile and familiarize yourself with using the Workday Community.

Security Lead 

Role and Responsibilities

• Primary point of contact for high profile security incidents.
• Represents the organizational security plans and policies for their organization.
• Can view cases in the Workday Community when added to the case team; unable to create or add comments to cases.

Getting Started Guidance and Required Training: 

• Review the Security Lead Responsibilities

Security Administrator 

Role and Responsibilities

• Establish, maintain, review, and update security.
• Be familiar with the Workday configurable security model.
• Prepare and plan for Workday Feature Releases.
• Troubleshoot security needs in Production.
• Monitor system access.
• Access and control access to User Accounts.
• Understand access termination.
• Identity Management.
• Identify how new functionality affects security configuration.
• Customer should assign 2 Security Administrators (a primary and a backup).

Getting Started Guidance and Required Training

• No required training

Developer Support Contact

Role and Responsibilities

• Support Workday Extend Customers.
• Submit and manage Workday Extend cases using the Support section of the Developer Site.
• View and update existing cases.
• The number of Developer Support Contacts a customer can assign is based on number of employees and Workday subscription.

Getting Started Guidance and Required Training

• Review Getting Started with Workday Extend.
• Refer to Concept: Workday Cloud Platform Support for more information (only available to those with access to the Workday Extend Developer Site).