Sr Associate Technical Support Delivery Analyst - Core HCM

About the Role

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 :

Understand and support our customers in the following areas :

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)