Customer Support Analyst

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**Decline**.

**Do what you love. Love what you do.**

At Workday, we help the worlds largest organizations adapt to whats next by bringing finance, HR, and planning into a single enterprise cloud. We work hard, and were serious about what we do. But we like to have fun, too. We put people first, celebrate diversity, drive innovation, and do good in the communities where we live and work.

**About the Team**

Join our team and experience Workday

It's fun to work in a company where people truly believe in what they're doing. At Workday, we're committed to bringing passion and customer focus to the business of enterprise applications. We work hard, and we're serious about what we do. But we like to have a good time, too. In fact, we run our company with that principle in mind every day: One of our core values is fun.**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.

We are open to hiring at either a Support Analyst or a Senior Senior Support level, depending on experience and skills of the selected candidate.

**About You**

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Workday is looking for an Analytics Analyst for our Report Performance and Analytics organization with a passion for optimizing configurations, solving problems performance, and enhancing customer designs for reports and integrations. The ideal candidate brings analytical rigor and business intelligence experience to drive performance improvement strategies stemming from the extraction, analysis and modeling of our log and application data. Good communication, customer handling skills, and experience are crucial for success in this role.

Workdays Prism Analytics offering brings together all the data and business analytics needed to make critical financial and people decisions; allowing managers and executives to act with confidence and take their business to the next level. We need you to bring your experience and enthusiasm to enhance the customer experience.

****Key Areas of Responsibility:****

* Develop technical expertise in various Workday technologies, such as the reporting and analytics framework.

* Solve issues in customer environment, collect and analyze logs, investigate root cause, provide workarounds, and communicate with colleagues to file bugs.

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

* Provide dedicated support to key accounts for new and legacy Workday data analytics and reporting products.

* Implement and drive performance methodologies to resolve performance inefficiencies in reports, integrations and custom configurations.

* Track and lead performance improvement opportunities to prioritize efforts across the Support, Operations, Product Management and Development organizations.

* Identify, analyze, and interpret trends or patterns for large data sets.

* Uncover process gaps and work with multi-functional teams to formulate plans to improve system performance and reliability.

* Understand complex analytics use cases and be able to help customers to identify the issues they have and provide workarounds while communicating with internal teams to quickly resolve underlying issues.

* Dive into use cases to understand how our customers are leveraging our platform to deliver meaningful insights, solution expertise and workarounds as needed.

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****Basic Qualifications:****

Sr. Associate Support Analyst

* 2+ 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, and/or Cornerstone.

Support Analyst

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

* 4+ years of experience on data analysis role, system performance or related work experience in Linux-based environments.

* Familiar with Linux shell commands and digging into server log files.

* Ability to read and write SQL queries.

* Familiarity with Big Data technologies is a big plus, such as: Hadoop ecosystems, i.e. HDFS, MapReduce, Hive and Spark.

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****Other Requirements:****

* Demonstrated enterprise-level support experience with good interpersonal skills to manage and drive customer escalations.

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

* Ability to present data into meaningful items for various audiences, including but not limited to, functional end-users and executive stakeholders.

* Collaboration: demonstrates effective communication (verbal and written) and is able to work with cross-functional teams to drive issues towards resolution.

** Workday Offices will reopen early 2022. We are currently only hiring candidates that will be able to work out of the Pleasanton or Atlanta office at that time **

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

location2 LocationslocationUSA, CA, Pleasantonlocation5 LocationsAt Workday, our employees have always been our number one Core Value. We understand that everyone has unique experiences and perspectives which is why our mission is to create a safe space where all people and ideas are welcomed. Our commitment to value inclusion, belonging, and equity (VIBE) and creating a brighter workday for all is the cornerstone of all we do. Join us

Workday is a leading provider of enterprise cloud applications for finance and human resources. Founded in 2005, Workday delivers financial management, human capital management, and analytics applications designed for the world's largest companies, educational institutions, and government agencies. Organizations ranging from medium-sized businesses to Fortune 50 enterprises have selected Workday.

Workday is proud to be an equal opportunity workplace. Individuals seeking employment at Workday are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws.

Further, pursuant to applicable local ordinances, Workday will consider for employment qualified applicants with arrest and conviction records.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

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Workday is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during our application process. If you need assistance or an accommodation due to a disability, conta