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 help the world’s largest organizations adapt to what’s next by bringing finance, HR, and planning into a single enterprise cloud. We work hard, and we’re serious about what we do. But we like to have fun, too. We put people first, celebrate diversity, drive innovation, and do good in the communities where we live and work.
You’ll be in a group of specialists that support one another and cultivate a learning environment. Our global support team works closely with product management, development and quality assurance teams to ensure we’re providing our customers with an outstanding experience. Our roles are fast-paced and focus on analyzing challenging problems and coming up with solutions to a variety of operational critical issues, all while working to our customers’ timelines!
About the Role
As a Time Tracking and Absence Support analyst, success means you will become highly knowledgeable around the Workday product and various technologies which we use to both build and solve problems. You will diagnose and analyze technical software issues, report operational issues/product defects to engineering teams, and collaborate with multiple partners through to resolution. No two days are alike and this opportunity will make use of your troubleshooting and critical thinking skills. Your role is to ensure an outstanding customer experience through strong and timely communication on the status of issues as well as work through customer escalations, until an acceptable solution is delivered.
What would you do all day?
Handle a queue of Time Tracking and Absence cases, prioritizing issues based on severity and customer impact
Solve complex problems, drive change, and implement solutions
Handle time critical escalated issues
Work with Product Managers, QA and Development to identify solutions or workarounds
Balance ownership of existing case load while solving newly discovered issues
Maintain your knowledge of new functionality and compliance changes
Use your energy, drive, adaptability, and passion to inspire others throughout the company
Participate in our 24/7 Global Support
3+ years in one of the following:
Time Tracking or Absence software support
Functional experience in Time Tracking or Absence
Customer Support experience, providing software support for other functional enterprise software applications
Functional systems administration experience supporting software systems and solutions
Successful completion of a relevant technical training program, such as Year Up, or equivalent education/experience
Demonstrated ability to support or implement Time Tracking or Absence solutions
Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes
Ability to balance multiple priorities and communicate across diverse teams within the organization
Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities
Solid understanding of case handling processes and escalation procedures
Additional experience in one or more of the following areas: Payroll, Human Capital Management, Compensation, Benefits
Fluent in multiple languages (German or French preferred)
Prior experience with Knowledge-centered service (KCS)
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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!