Sr Associate Technical Support Delivery Analyst

The Workday Customer Support Team is passionate about Customer service, innovation and excellence. They are trusted advisers who investigate, diagnose and deliver time sensitive, business-critical solutions to our customers.

Our customers rely on us all over the world, so our Customer Support teams participate in a regional shift pattern to achieve 365-day / 24x7 coverage, with flexibility to shift pattern changes.

What would you do all day

• Handle a queue of HCM support cases, prioritizing issues based on severity and customer impact
• Work through exciting problems, motivate change and implement solutions
• Handle time critical issues
• Build solid relationships with our customers
• Collaborate with Product Managers, QA and Development to determine solutions or workarounds
• Balance ownership of existing case load while troubleshooting newly discovered issues
• Maintain your knowledge of new functionality and compliance changes
• Maintain certifications and training as required for the role
• Get involved with initiatives, councils and projects that inspire your passion in support
• Use your energy, drive and resourcefulness to encourage, mentor and coach others throughout the company
• Participate in rostered shifts as part of our 24/7 Global Support shifts (Support Around the World)

Key Responsibilities:

• Employee workflows
• Staffing Transactions: Hire, Onboarding, Change Job, Termination
• Form I-9 and E-Verify
• Case Management
• Knowledge Management
• Personal Information

About You

Basic Qualifications

• 3 years of experience with SaaS Enterprise software (eg. SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, Cornerstone or a similar application) in a support, implementation or consulting environment

Other Qualifications

• Demonstrable ability to support or implement HCM, Workforce Management, Payroll, VMS or Higher Ed applications
• Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes
• Ability to collaborate with multiple partners across a diverse organization
• Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities
• Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries. Resolutions may include in-depth analysis, troubleshooting, and working with other internal teams.
• Experience building internal and/or external facing documentation (KCS experience a plus)
• Previous experience with health monitoring tools is an advantage
• Confident communicator (verbally and in writing), who collaborates with business users and peers at all levels and varying technical abilities
• Basic knowledge or previous experience with Object Oriented Programming languages (e.g. Java, C++, Python, C#, Ruby, PHP, TypeScript, Kotlin, Swift or similar)
• Ability to read and analyze log files
• Basic knowledge of SQL syntax to read existing scripts and queries.
• Basic experience with api client (SoapUI, Test Studio, and/or Postman/Bruno)