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Technical Support Delivery Analyst

3 weeks ago

Pune, Maharashtra, India Workday Full time US$ 90,000 - US$ 1,20,000 per year

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.

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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 around the world

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 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)

Understand and support our customers in the following areas:

  • VMS (Vendor Management Systems)

  • Extended Workforce Management - source, onboard, manage, invoice, and offboard contingent labor 

  • Statement of Work - track projects against key areas, manage change orders, and build process controls on Statements of Work (SOW)

  • Worker Profile Management - capture data for headcount and individual workers for programs that track time or expenses outside Workday VNDLY

About You

About You  Basic Qualifications

  • 3+ years of experience with SaaS Enterprise software (eg. SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Cornerstone or a similar application) in a support, implementation or consulting environment

  • Basic knowledge of SQL syntax to read existing scripts and queries, and write a simple query 

Other Qualifications

  • Demonstrable ability to support or implement HCM, Workforce Management, Payroll, VMS (ie. SAP Fieldglass) or Higher Ed applications

  • 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)

  • Basic experience with API client (SoapUI, Test Studio, and/or Postman/Bruno)

  • Ability to read and analyze log files (CloudWatch is a plus)

  • 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.

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

  • Previous experience with health monitoring tools 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