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Technical Support Delivery Analyst
Workday
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
The Workday Application Support team is looking for an experienced support analyst who is excited about SaaS and helping customers solve complex problems. This is a customer facing role that works closely with our product development and support analyst teams to help customers find workarounds and solutions to product issues. The support analyst is responsible for managing a ticket queue of cases with varying levels of complexity for Workday Products and making sure that customers get timely updates. The ideal candidate has experience working within a SaaS support organization, enjoys working with customers, has some understanding of programming, and has experience working on SasS based enterprise web applications.
What would you do all day
- Solve problems in Product Support for ERP: HCM
- Responsible for managing case/ticket queue of Support cases, prioritizing issues based on severity and customer impact
- Solve complex problems, lead change, implement solutions, and handle time critical issues
- Work with Product Managers, QA and Development to identify solutions or workarounds
- Balance ownership of existing case load while solving newly discovered issues
- Maintain your knowledge of new functionality and compliance changes
- Contribute to our Knowledge Centered Service by creating Knowledge articles
- Use your energy, drive, adaptability, and passion to inspire others throughout the company
About You
Basic Qualifications
4+ years in one of the following:
- SaaS software support
- Customer Support experience, providing software support for other functional enterprise software applications
Other Qualifications
- In addition to the qualifications listed above, the ideal candidate will have strong evidence-based troubleshooting experience and skill with log reading and analysis.
- Demonstrable ability to support SaaS based Enterprise software.
- 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.
- Solid understanding of case handling processes and escalation procedures.
- Additional experience in one or more of the following areas: Human Capital Management, Talent Management, Payroll or Application Security
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Technical Support roles with real interview advice
Top Workday Technical Support Interview Questions
Q1. have you handles sev1/sev2 all at once,how did you interacted
asked in
Technical Support Analyst interview
Q2. What are the technical level of problem that you have solved?
What people at Workday are saying
What Workday employees are saying about work life
based on 29 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Workday Benefits
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