ServiceNow and Support

Supporting Our User Community Through Collaboration

Support for Workday is provided via our shared support hub, the Employee Service Center, which is powered by ServiceNow. Anyone at the University of Maryland or any of our institutional partners can open a case to ask a question about Workday or ask for assistance. Please note that all users will need to log in via CAS to access the Employee Service Center. 

Because it is a shared platform, the ERP Services team, University Human Resources, the Office of Finance, and other central business units at the University are able to collaborate behind the scenes to ensure that cases are routed to the appropriate offices and that help is provided promptly.

ERP Services handles a wide range of support cases, which may involve troubleshooting technical problems, fixing system bugs, and helping end users with questions about business processes that impact their day-to-day responsibilities.

Workday Virtual Agent

ERP Services also maintains the Workday Virtual Agent, an AI-powered chatbot that can assist users with their Workday questions. The Agent is able to provide guidance by searching through support resources and providing helpful links and information.

You can access the Workday Virtual Agent via the Employee Service Center. It is located under the Workday drop down menu as a “quick link.”

Check out our support article: How To Get the Best Results from the Workday Virtual Agent