Do what you love. Love what you do.
At Workday, we help the world’s largest organizations adapt to what’s next by bringing finance, HR, and planning into a single enterprise cloud. We work hard, and we’re serious about what we do. But we like to have fun, too. We put people first, celebrate diversity, drive innovation, and do good in the communities where we live and work.
About the Team
Our amazing Workday Support teams are always aiming to improve their ways of working with the goal of enhancing our customers' support experience as well as their own. The Supportability team sits within the Support organization, focusing on driving efficiencies by understanding troubleshooting challenges, use cases and repetitive patterns to help build internal tools that will enable Support teams to deliver consistent high quality solutions more quickly.
About the Role
We are open to hiring at either a Senior Technical Supportability Analyst or Principal Technical Supportability Analyst level, depending on the experience and skills of the selected candidate.
You will be:
Working with Product and Technical Support domain leaders to identify and prioritize areas of opportunity to more effectively troubleshoot customer issues
Interviewing team members to better understand their challenges
Designing solutions to resolve inefficiencies in the way we work and debug issues
Creating project plans to transform ideas into designed solutions
Innovating by leveraging your analytical and development skills to create new tools to empower our teams
About You
Basic Qualifications - Senior Technical Supportability Analyst
3+ years of data analysis or technical support experience, providing technical support for complex software and environment issues with a solid understanding of underlying technologies
3+ years of experience with modern developer tools & practises
3+ years of working experience interrogating data by creating SQL queries and/or Excel functions/pivots/macros
1+ years of working knowledge of scripting in Python (analysis packages such as pandas, numpy, viz packages like seaborn and/or plotly) and Jupyter Notebooks
Basic Qualifications - Principal Technical Supportability Analyst
8+ years of data analysis or technical support experience, providing technical support for complex software and environment issues with a solid understanding of underlying technologies
6+ years of experience with modern developer tools & practises
8+ years of working experience interrogating data by creating SQL queries and/or Excel functions/pivots/macros
3+ years of working knowledge of scripting in Python (analysis packages such as pandas, numpy, viz packages like seaborn and/or plotly) and Jupyter Notebooks
Other Qualifications:
Creative problem solver, passionate about problem-solving with strong analytical skills
Someone who likes to research new technologies and tools and can execute on mini-research/prototype projects to help solve new or existing problems and repetitive patterns more efficiently
Ability to transform a problem statement/OKR into a clear project plan, from use cases, data collection to final deliverable
Self-motivated learner who can contribute ideas for continually improving the team’s productivity, job enjoyment, and solutions quality
Able to thrive in a fast paced, high energy and fun work environment and deliver value incrementally and frequently
Confident communicator (verbally and in writing), who collaborates effectively with users at all levels with varying technical ability
Self-starter and innovator with the ability to work autonomously
Team player who excels at building relationships across the organization
Bachelor’s degree in Computer Science, Mathematics, Management Information Systems, or a Business degree preferred
Creative problem solver, passionate about problem-solving with strong analytical skills
Someone who likes to research new technologies and tools and can execute on mini-research/prototype projects to help solve new or existing problems and repetitive patterns more efficiently
Ability to transform a problem statement/OKR into a clear project plan, from use cases, data collection to final deliverable
Self-motivated learner who can contribute ideas for continually improving the team’s productivity, job enjoyment, and solutions quality
Able to thrive in a fast paced, high energy and fun work environment and deliver value incrementally and frequently
Confident communicator (verbally and in writing), who collaborates effectively with users at all levels with varying technical ability
Self-starter and innovator with the ability to work autonomously
Team player who excels at building relationships across the organization
Bachelor’s degree in Computer Science, Mathematics, Management Information Systems, or a Business degree preferred
