Technical Support Delivery Analyst

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, it’s what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

About the Team

At Workday, we take a different approach to Enterprise Software, we design intuitive experiences that users love. Our customers don’t think of us as just another software vendor. They see us as a partner in every sense of the word—in it for the long haul and committed to helping them lead their organization in a changing world!

The goal of our team is to ensure Workday delivers an excellent user experience. You’ll be part of a group of specialists that support one another and cultivate a learning environment. Every member of the team understands that open collaboration and multi-functional partnership are essential to being successful in supporting our customers. Someone on the team once described our mission as “solving a beautiful puzzle” and we take pride in doing so.

About the Role

As an Analyst in our Integration Support team, your pathway to success means becoming highly knowledgeable across all Workday products and integrations. You will have the opportunity to work with various technologies to both build and take on Workday integrations. The team supports and understands the product holistically, so you will build partnerships across almost all teams in Workday!

This is not just a role answering inquiries – we’re specialists in digging in and coming up with solutions to a variety of time critical issues. Being an Integrations Support Analyst is about passion, innovation and excellence in a fast-paced and dynamic organization.

You will diagnose and solve highly technical and sophisticated software issues, report operational issues/product defects to Engineering teams, and collaborate with multiple partners through to resolution. Your role is to deliver outstanding customer experience through strong and timely communication on the status of issues as well as escalations, until an acceptable solution is delivered.

Workday Support is a 24/7, 365 days a year mode — with a manager on duty at all times. To meet the needs of our customers around the world, Workday Support provides global coverage.

What you can achieve in 12-24 months

Within the first year, you will become confident in handling the incoming case queue and maintain focus on resolving customer cases quickly and effectively in line with our service level agreements and best practice. As you develop technical expertise in various Workday technologies and products, you will implement and drive methodologies to resolve performance and product inefficiencies in multiple areas. Beyond 12 months, as your skills increases, you will drive product improvement by working multi-functionally with our development and infrastructure teams to quickly analyze and diagnose issues. You will be a key support figure for some of our largest and most critical customers, highlight trends and identify areas for enhanced functionality and tools. Your feedback will directly impact upcoming support initiatives and we will also look to you to mentor the team as you become a subject matter expert in key areas.

About You

Basic Qualifications
3+ years demonstrating the ability to troubleshoot complex technical issues and recommend solutions.
Experience in one or more of the following functional areas: Payroll, Financials, HCM, Performance Management, Recruiting, Benefits and Compensation
Experience working with software delivery and support
ERP web service integrations that use SOAP, WSDL, XML
Other Qualifications
You’re a confident communicator (verbally and in writing), who collaborates effectively with users at all levels and varying technical ability
A passion for problem-solving with strong analytical skills
Have a desire to learn and can effectively absorb new technology and features
An excellent teammate who will build relationships across the organization and company to continue improving the way we serve our customers.
You are a self-starter who can work autonomously to find workarounds and solutions, but know when to ask for help.
Solid sense of urgency in relation to customer and leadership expectations
You’re accustomed to the pressure related to resolution timeframes and conflicting/competing priorities that require multi-tasking
Ability to demonstrate initiative, flexibility and provide complete follow through on areas of responsibility.
Understanding of object-oriented and relational model concepts

Our Approach to Flexible Work

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you’ll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote “home office” roles also have the opportunity to come together in our offices for important moments that matter.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!