Senior Business System Support Analyst

Senior Business Systems Support Analyst (Workday Specialist)

Location: Bangalore

About Mimecast

Mimecast is a leading cybersecurity company that helps organizations protect their people data and communications. With over 42000 customers worldwide Mimecast has a long history of excellence in Data Archiving and eDiscovery and is recognised as a Leader in the Gartner Magic Quadrant for Digital Communications Governance and Archiving Solutions.

We are pioneers in Human Risk Management recognizing that people are both an organizations greatest asset and its most significant security vulnerability. Our platform addresses the human element of cybersecurity through advanced threat detection awareness training Incydr risk management and data governance. Our Governance Compliance & Insight products play a critical role in this mission ensuring that communications data is archived discoverable and compliant enabling organizations to manage the risk that stems from human actions.

AI-First Engineering at Mimecast

Mimecast is an AI-First engineering organization. Our teams actively leverage AI-powered development tools across all facets of engineering from code development to testing documentation and operations. Were looking for leaders who dont just use AI tools but champion their adoption and establish new ways of working.

Our AI leadership extends beyond how we build to what we build. Our Mihra AI agent delivers 7x faster threat response for customers and were recognized as Agents of Change in Human Risk Management. Engineers here work at the intersection of cutting-edge AI tooling and AI-powered security products that protect organizations worldwide.

Job Description

We are looking for a Senior Business Systems Support Analyst with strong Workday expertise to own Workday administration and production support as the core of this role. You will be the go-to specialist for Workday functional and admin support including business process configuration security groups reporting and troubleshooting while also extending that support to other business platforms such as NetSuite Boomi integrations Partner Portal and Docusign. This role is ideal for someone with deep hands-on Workday knowledge strong application support experience and the ability to manage support tickets work with cross-functional teams and support business operations across the wider systems landscape.

What You Will Work On

As a Senior Business Systems Support Analyst you will support day-to-day business operations across key systems and processes including:

• Workday Support (Primary Focus): user queries access/security group requests business process configuration condition rules calculated fields HR data and reporting issues workflow and approval errors and process-related support across Workday.
• Workday Integrations Support: initial triage of Workday integration failures data load issues and coordination with technical/HRIS teams for resolution.
• Reporting & Dashboards: support users with Workday reports dashboards KPIs saved views and operational reporting requirements.
• Other Business Platforms: secondary support across connected platforms including NetSuite (finance-related user requests role/access issues approval workflows and transaction queries) Boomi integrations (initial investigation of failed syncs and data flow issues) Partner Portal (partner user access login and visibility support) and Docusign.
• Ticket & Incident Management: triage prioritization SLA-based resolution escalation handling documentation and user communication.
• Process Improvement: identify recurring issues support gaps and opportunities to improve user experience and operational efficiency.
  

Key Responsibilities

• Serve as the primary functional and administrative point of contact for Workday supporting HR Finance Customer Experience Partner Operations and Go-To-Market teams.
• Investigate issues related to Workday business processes security groups condition rules reports calculated fields workflows approval steps and data visibility.
• Triage investigate and resolve Workday-related support tickets within agreed SLA timelines and support users with how-to queries troubleshooting and process guidance.
• Collaborate with Workday admins/HRIS teams QA business stakeholders and technical teams to resolve complex or recurring Workday issues.
• Support Workday system enhancements feature rollouts process changes testing activities and business adoption.
• Extend support as needed across other business platforms including NetSuite (access approvals finance workflows) Boomi integrations (initial issue analysis and coordination with technical teams) and Partner Portal (access and visibility support).
• Maintain SOPs FAQs resolution notes knowledge articles and support documentation with a primary focus on Workday.
• Identify support trends recurring issues and process gaps across Workday and other platforms and recommend improvements.
  

Required Skills & Experience

• 5 years of experience in business systems support application support or IT support operations with a strong focus on Workday.
• Hands-on experience supporting Workday (HCM Core HR or related modules) in a production environment this is a core requirement for the role.
• Strong understanding of Workday business process configuration security groups condition rules calculated fields and reporting.
• Experience working with ticketing tools such as Zendesk ServiceNow Jira or similar platforms.
• Strong understanding of incident management SLA-based support prioritization and escalation handling.
• Ability to troubleshoot user issues identify root causes and provide clear resolutions.
• Strong communication skills with the ability to work effectively with business users and technical teams.
• Ability to manage multiple priorities in a fast-paced support environment.
• Strong analytical and problem-solving skills with attention to detail.
  

Good to Have

• Familiarity with Workday integration tools such as EIB Workday Studio Core Connectors or reporting (RaaS) from a functional support perspective.
• Workday Pro certification (e.g. HCM Core Compensation Absence or Security) or similar Workday certification.
• Experience supporting teams across HR Sales Finance Customer Success Partner Operations Support or Go-To-Market functions.
• Exposure to other business platforms such as NetSuite Boomi Partner Portal ERP systems or other HRIS/finance platforms.
• General understanding of integrations from a functional support perspective.
• Experience creating SOPs support documentation knowledge articles and user training material.
• Experience supporting UAT system enhancements and process improvement initiatives.
  

Ideal Candidate

The ideal candidate is a Workday expert first someone with strong Workday functional and admin knowledge who can own Workday support end-to-end from business process configuration to security reporting and troubleshooting. They should also be comfortable extending that support to other business platforms as needed understanding business impact communicating clearly with users coordinating with technical teams and contributing to continuous improvement across support operations.


#LI-GK1

Belonging at Mimecast

Cybersecurity is a community effort. Thats why were committed to building an inclusive diverse community that celebrates and welcomes everyone unless theyre a cybercriminal of course.

Were proud to be an Equal Opportunity and Affirmative Action Employer and wed encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race age religion sexual orientation gender identity ability marital status nationality or any other protected characteristic wont affect your application.

Due to certain obligations to our customers an offer of employment will be subject to your successful completion of applicable background checks conducted in accordance with local law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.

Required Experience:

Senior IC

Employment Type : Full-Time
Experience: years
Vacancy: 1