Technical Support Delivery Analyst

3 weeks ago

pune, India Workday India Private Limited Full time

About the Role

Workday is looking for a Reporting & Analytics Technical Support Analyst with a passion for customer service, report design and data analysis. The ideal candidate brings a thorough understanding of reporting frameworks, financial statements, and performance metrics to drive process improvement strategies stemming from the design, configuration and extensibility of Workday’s reporting tools. Strong communication skills (written and verbal), with an empathic approach to resolving customer issues is critical for success in this role

About You

Key Areas of Responsibility:

Develop technical expertise in various Workday technologies, including but not limited to, the reporting and analytics framework. 

Responsible for collaborating with clients to: identify, define, and clarify business requirements; translating customer needs into efficient reports and configurations that conform to best practices. 

Implement and drive methodologies to resolve configuration inefficiencies in different areas including, but not limited to reports, integrations and custom setups. 

Working closely with customers and implementing partners to understand gaps in current report output and configure solutions in a standardized fashion.

Regularly contribute to the knowledge base (KCS) to improve resolution effectiveness.

Balance ownership of existing workload while solving new issues timely.

Building organization-wide relationships to move initiatives forward and position ideas to enhance the likelihood for success.

Contributing to the documentation, QA, and organization of our analytics tooling. 

Track and manage performance improvement opportunities to prioritize efforts across the Support, Operations and Development organizations.

Identify, analyze, and interpret trends or patterns in internal metrics and log data. 

Uncover process gaps and work cross-functionally to formulate plans to improve system performance and reliability.

Participate in our 24x7 support global coverage plan that includes Weekend

Key Technical Skills & Knowledge:

Bachelor Degree in one of the following: Computer Science, Information Management, Statistics or Business.

3+ years of experience in data/reporting analyst role, customer support, system performance, and/or other relevant work experience.

Proven experience in technical support or a related role, preferably with exposure to Workday Report Writer, Prism Analytics or other analytics platforms.

Bilingual in Japanese and English (Fluency in Speaking, Reading and Writing required)

Excellent problem solving and troubleshooting skills and successful track record of managing multiple urgent priority issues concurrently

Proven understanding of business requirements gathering (e.g., identifying and mapping business needs to application capabilities).

Strong analytical skills with a proven ability to collect, organize and analyze significant amounts of information to drive product improvement initiatives.

Demonstrate initiative, flexibility and provide complete follow through on areas of responsibility.

Excellent communication skills, both written and verbal, with the ability to convey technical information in a clear and understandable manner.

Demonstrated customer service experience and/or strong interpersonal skills. 

Ability to work collaboratively in a fast-paced and dynamic environment.

Location/ Work Hours:
This position is based in the Workday Pune office. Candidates must be willing to self-relocate.Candidates will be expected to work from the office at least 50% of the time. The Analyst will be on a shift rotation schedule alternating between the early and late shifts. Typical schedule is either Shift 1(8am-5pm) or Shift 2(11am - 8pm IST). The Analyst is also expected to participate in our 24x7 support global coverage plan that includes Weekend as the need arises.

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