About the Team

Workday is looking for a Support Analyst to join a Dublin - based team supporting Workday's Integration Tools and public APIs.

You will work directly with many Workday teams globally including collaboration across other Support teams (functional, operations, etc.), environments, infrastructure, services, development and product management to handle the resolution of cases and issues for our global customers.

The ideal candidate will have a passion for customer relations, project management and technical analysis. The role requires a self-motivated professional that consistently brings a high level of commitment to customers and Workday teammates along with the ability to strategically and tactically navigate the unique challenges we encounter.

About the Role

As a Technical Support Delivery Analyst, you will provide technical support to customers and consultants on complex products and applications. 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 Technical Support Delivery 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.

Basic Qualifications

• 3+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications such as: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone.

Other Qualifications

• Solid understanding of case handling processes and blocking issue procedures.
• Ability to balance multiple priorities and communicate across organizational boundaries.
• SoapUI and Postman for troubleshooting XML and REST based web service requests
• Splunk, Kibana, and other network tools
• Excellent analytical skills and ability to provide solutions / workarounds to sophisticated problems; Passionate about problem-solving and have strong analytical skills.
• Ability to collaborate and build strong relationships with customers. A phenomenal teammate who will also establish relationships across the organisation to continue improving the way we serve our customers!
• Accustomed to the pressure related to resolution timeframes and priorities that require multitasking.
• Love to learn and can effectively absorb new technology and features.
• You’re a confident communicator (verbally and in writing), who collaborates efficiently with users at all levels and varying technical abilities.
• A self-starter with the ability to work autonomously to find workarounds and solutions, but know when to ask for help!