As an Analyst in our HCM Support team, your journey to success means you will become highly knowledgeable around the Workday product suite and various technologies which are used both to build and to troubleshoot 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. Your role is to ensure outstanding customer experience through strong and timely communication on the status of issues as well as escalations, until an acceptable solution is delivered.
- 2+ years of customer support engineering experience, providing technical support for software and environment issues for enterprise software applications: SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone
- Solid understanding of case handling processes and escalation procedures.
- Ability to balance multiple priorities and communicate across organizational boundaries.
- Excellent analytical skills and ability to come up with solutions / workarounds to complex 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 build 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 effectively 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!
