A Dutch cooperative operating across multiple business units in the food and bio-based industries recently strengthened its Workday support model. With decentralised HR operations and each unit working in slightly different ways, it became clear that a structured approach to first-line support was needed. The goal: ensure operational continuity while giving HR teams more room to focus on long-term improvements.
That’s where Minnemijn Kooi, Workday Consultant at SuccessDay, came in. As part of the internal support team, she manages incoming requests, supports HR users in their daily work and helps identify areas for improvement in the overall process.
“I’m part of the Workday support team and help assess incoming tickets,” Minnemijn explains. “Depending on the nature of the issue, I either resolve it myself or connect with a colleague at SuccessDay who specialises in that area.”
Managing Day-to-Day Questions and the Bigger Picture
All tickets from HR users are submitted through a central system. These range from technical questions and how-to support to more complex change requests. Minnemijn plays a key role in triaging the issues, ensuring that nothing falls through the cracks.
Each morning begins with a team stand-up, a quick alignment to share updates, discuss blockers and prioritise the day’s tasks. From there, Minnemijn splits her time between meetings with stakeholders and focused support work.
“I often speak with HR users to better understand what they need, explain what’s possible and gather the right information to move forward,” she says. “That contact helps build trust, which makes it easier to solve things quickly and clearly.”
Because she sees every incoming request, Minnemijn is also in a strong position to spot patterns, identify recurring issues and suggest improvements. This not only helps make daily support more efficient but also contributes to structural enhancements in the way Workday is used across the organisation.
“Because I see every incoming request, I can spot patterns and suggest improvements, not just solve individual issues.”
Creating Breathing Room for the HR Team
One of the clearest benefits of adding a dedicated first-line consultant has been the effect on internal workload.
“I’ve noticed that by handling the daily tickets, I relieve some of the operational pressure,” says Minnemijn. “That gives my colleagues more space to focus on larger change requests and strategic topics.”
The result is a more balanced support structure. While the internal HRIT team works on long-term system optimisation, Minnemijn ensures the day-to-day keeps running smoothly, without delays or confusion.
“Because I’m close to the users and the issues, I can also signal where a quick fix won’t be enough. That helps the team focus on the right things.”
Backed by a Broader Team
Although Minnemijn is embedded in the client’s organisation, she’s never working alone. As part of SuccessDay’s staff augmentation approach, she has access to a wide network of senior consultants with deep expertise in specific Workday modules. “I don’t know everything about every Workday area,” she says. “If something comes up that I’m less familiar with, I can always check in with colleagues at SuccessDay. That gives me confidence and ensures the client benefits from a broader pool of experience.”
Her work is also supported by SuccessDay’s AMS (Application Management Services) team. By regularly handling tickets across multiple clients and discussing those cases with colleagues, Minnemijn is able to apply insights gained elsewhere to her current role. “Working across environments makes me sharper,” she adds. “It helps me bring in proven solutions instead of reinventing the wheel every time.”
“It’s valuable when the team doesn’t have to fight fires every day. That way, they can focus on what’s ahead, not just what went wrong today.”
Supporting a Forward-Looking HR Function
In mature organisations, operational support shouldn’t be a bottleneck. With first-line questions handled efficiently, the HRIT team can spend more time improving processes, enabling internal mobility and preparing for future needs.
“It’s valuable when the team doesn’t have to fight fires every day,” says Minnemijn. “That way, they can focus on what’s ahead, not just what went wrong today.” For Minnemijn, the experience has been both fast-paced and rewarding. She’s made a visible impact, built strong working relationships and continues to grow in her role. “Helping HR users become more confident in the system — and being part of a team that makes that possible — is what makes this work meaningful.”
Looking for first-line Workday support or temporary HRIT expertise?
SuccessDay provides experienced consultants who combine operational focus with system knowledge, ensuring continuity and freeing up your team to think ahead.
