About the Role

As an Integrations Performance Support Analyst, you will provide technical support to customers and consultants on complex integration systems within Workday and external applications making inbound web service requests to Workday. You will diagnose and troubleshoot highly technical and sophisticated software issues, report operational issues/product defects to Engineering teams, and collaborate with multiple stakeholders through resolution. The Integrations Performance Support Analyst will also ensure outstanding customer experience through strong and timely communication on the status of issues as well as escalations, until an acceptable solution is delivered.

What would you do all day??

• Work directly with customers to research, troubleshoot, and lead resolution for integration performance and network connectivity issues in a timely manner.
• Manage incoming case queue and maintain focus on resolving customer cases quickly and effectively in line with our service level agreements.
• Use industry-wide tools like SoapUI and Postman to troubleshoot XML and REST based web service requests
• Use Splunk, Kibana, and other network tools to troubleshoot performance and connectivity issues 
• Clearly and succinctly document communications to customers using our issue management system.
• Test customer problems and log issues to development, working with developers to determine a solution.  
• Replicate and verify customer problems and log issues to development.
• Collaborate with Development, QA and other Technical Analysts to research, identify and validate issue resolutions. 
• Effectively prioritize and escalate customer issues as required.
• Participate in our 24X7 global coverage plan.

Basic Qualifications

• 2+ years experience with HCM, Payroll, or Financials ERP applications
• PeopleSoft, SAP, Oracle, Salesforce, Tibco, Kronos, Cornerstone, Taleo, or other SaaS and On-Premise ERP systems
• Four or more years of experience as a customer support specialist for enterprise software applications, Software as a Service companies
• Four or more years of experience with web services / API 

Other Qualifications

• Understanding of object-oriented and relational model concepts
• Understanding of XML, REST, JSON, XSLT, SFTP, and Transport Security concepts
• Possess excellent verbal and written communication skills.
• Able to absorb new technologies and features quickly.
• Excellent analytical, problem solving, and multi-tasking skills. 
• Can work in a fast paced, dynamic, and fun team environment
• Team player who will work across the organization and company to continue improving the way we serve our customers.