Technical Customer Support Analyst

Your work days are brighter here At Workday it all began with a conversation over breakfast When our founders met at a sunny California diner they came up with an idea to revolutionize the enterprise software market And when we began to rise one thing that really set us apart was our culture A culture which was driven by our value of putting our people first And ever since the happiness development and contribution of every Workmate is central to who we are Our Workmates believe a healthy employee-centric collaborative culture is the essential mix of ingredients for success in business That s why we look after our people communities and the planet while still being profitable Feel encouraged to shine however that manifests you don t need to hide who you are You can feel the energy and the passion it s what makes us unique Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey Bring your brightest version of you and have a brighter work day here At Workday we value our candidates privacy and data security Workday will never ask candidates to apply to jobs through websites that are not Workday Careers Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not In addition Workday will never ask candidates to pay a recruiting fee or pay for consulting or coaching services in order to apply for a job at Workday About the Team Workday s Customer Support teams are driven by a passion for our products and the success of our customers User experience We re a diverse group of people with an invaluable mix of experience and backgrounds located in our amazing Pleasanton office We promote Workday s core values with Employees being our first This is why we offer flexible work schedules empower you to follow your desired career path to achieve professional and personal goals encourage work-life balance and wellbeing and are proud to champion equal opportunities for everyone We are looking for someone who has a creative approach and is eager to learn support their colleagues and have fun About the Role The Workday Customer Support Team is passionate about Customer service innovation and excellence They are trusted advisers who investigate diagnose and deliver time sensitive business-critical solutions to our customers Our customers rely on us all over the world so our Customer Support teams participate in a regional shift pattern to achieve 365-day 24x7 coverage with flexibility to shift pattern changes What would you do all day Handle a queue of Payroll support cases prioritizing issues based on severity and customer impact Work through exciting problems motivate change and implement solutions Handle time critical issues Build solid relationships with our customers Collaborate with Product Managers QA and Development to determine solutions or workarounds Balance ownership of existing case load while troubleshooting newly discovered issues Maintain your knowledge of new functionality and compliance changes Maintain certifications and training as required for the role Get involved with initiatives councils and projects that inspire your passion in support Use your energy drive and resourcefulness to encourage mentor and coach others throughout the company Participate in rostered shifts as part of our 24 7 Global Support shifts Support Around the World Key Responsibilities Understand and support our customers in the following areas Country Specific Payroll United States United Kingdom France Canada Australia Payroll Integrations Payroll Processing including on cycle off cycle and retroactive payments Payroll Accounting and Settlements About You Basic Qualifications 3 years of experience with SaaS Enterprise software eg SaaS Oracle SAP Netsuite Zuora Infor Taleo onsite ERP Peoplesoft Kronos Cornerstone or a similar application in a support implementation or consulting environment Payroll integration experience Confident communicator verbally and in writing who collaborates with business users and peers at all levels and varying technical abilities Basic knowledge or previous experience with Object Oriented Programming languages e g Java C Python C Ruby PHP TypeScript Kotlin Swift or similar Ability to read and analyze log files Basic knowledge of SQL syntax to read existing scripts and queries Basic experience with api client SoapUI Test Studio and or Postman Bruno Other Qualifications Demonstrable ability to support or implement HCM Workforce Management Payroll or Higher Ed applications Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes Ability to collaborate with multiple partners across a diverse organization Demonstrate resilience when faced with tight resolution timeframes and conflicting opposing priorities Manage incoming case queue s promptly prioritizing and resolving a wide range of education related inquiries Resolutions may include in-depth analysis troubleshooting and working with other internal teams t Experience building internal and or external facing documentation KCS experience a plus Previous experience with web service integrations that use SOAP WSDL XML is an advantage Previous experience performing in depth log analysis is an advantage Previous experience with health monitoring tools is an advantage Previous experience using and writing SQL basic queries is an advantage Our Approach to Flexible Work With Flex Work we re combining the best of both worlds in-person time and remote Our approach enables our teams to deepen connections maintain a strong community and do their best work We know that flexibility can take shape in many ways so rather than a number of required days in-office each week we simply spend at least half 50 of our time each quarter in the office or in the field with our customers prospects and partners depending on role This means you ll have the freedom to create a flexible schedule that caters to your business team and personal needs while being intentional to make the most of time spent together Those in our remote home office roles also have the opportunity to come together in our offices for important moments that matter Are you being referred to one of our roles If so ask your connection at Workday about our Employee Referral process