Technical Support Delivery Analyst-

2 weeks ago

pune, India Workday India Private Limited Full time

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.

This position is based in the Workday Pune office. Candidates must be willing to relocate to Pune.

About You


Customer Support Analyst

3 -6 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, Cornerstone, etc., or experience as an administrator of Workday HCM.

Experience with Workday, Salesforce, JIRA (or other ticketing support systems), Microsoft Office (Outlook, Words, Excel and csv files), and Google Workspace (Google Drive, Docs, Sheets, Slides)


Other Qualifications:

Experience working in software delivery or support for one or more of these: HCM, Configurable Security, Recruiting, Compensation, Talent Management, or Financial applications, is ideal.

A successful track record of managing multiple urgent priority issues concurrently. Experience handling security incidents is a plus.

Solid grasp of case handling processes and escalation procedures.

Experience building internal and/or external facing documentation (KCS experience a plus).

Excellent analytical skills and ability to come up with solutions / workarounds to sophisticated problems.

Ability to collaborate and build positive relationships with customers.

An excellent teammate who will also establish relationships across the organization 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 absorb new technology and features.

You're a confident communicator (verbally and in writing), who collaborates with users at all levels and varying technical abilities.

A self-starter with the ability to work autonomously but know when to ask for help


Roles & Responsibilities :

As a Support Analyst in our HCM Support team, success means you will become highly knowledgeable around the Workday product and various technologies which are used both to build and to solve Workday problems.

You will diagnose and analyze highly technical software issues, report operational issues/product defects to Engineering teams, and collaborate with multiple partners through resolution.

You will also contribute towards and improve our knowledge base using KCS methodology.

Your role is to ensure outstanding customer experience through strong and timely communication on the status of issues as well as work through customer escalations, until an acceptable solution is delivered.

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