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Product Support Analyst

3 months ago

Salt Lake City, United States Workday Full time
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.

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 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.
You'll be in a group of specialists that support one another and cultivate a learning environment. Our global support team works closely with product management, development and quality assurance teams to ensure we're providing our customers with an outstanding experience. Our roles are fast-paced and focus on analyzing challenging problems and coming up with solutions to a variety of operational critical issues, all while working to our customers' timelines

This role operates in a flex model with at least 50% of time spent in office.

About the Role

As a Time Tracking, Absence and Scheduling Support analyst, success means you will become highly knowledgeable around the Workday product and various technologies which we use to both build and solve problems. You will diagnose and analyze technical software issues, report operational issues/product defects to engineering teams, and collaborate with multiple partners through to resolution. No two days are alike and this opportunity will make use of your troubleshooting and critical thinking skills. Your role is to ensure an 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.

What would you do all day?
  • Handle a queue of Time Tracking and Absence cases, prioritizing issues based on severity and customer impact
  • Solve complex problems, drive change, and implement solutions
  • Handle time critical escalated 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
  • Use your energy, drive, adaptability, and passion to inspire others throughout the company
  • Participate in our 24/7 Global Support
About You

Sr. Associate Customer Support Analyst

Basic Qualifications
1+ years in one of the following:
  • Time Tracking or Absence software support
  • Functional experience in Time Tracking or Absence
  • Customer Support experience, providing software support for other functional enterprise software applications
  • Functional systems administration experience supporting software systems and solutions
  • Successful completion of a relevant technical training program, such as Year Up, or equivalent education/experience
Customer Support Analyst

Basic Qualifications

3+ years in one of the following:
  • Time Tracking or Absence software support
  • Functional experience in Time Tracking or Absence
  • Customer Support experience, providing software support for other functional enterprise software applications
  • Functional systems administration experience supporting software systems and solutions
Other Qualifications
  • Strong analytical and problem solving skills; ability to troubleshoot and recreate customer reported problems internally
  • Demonstrable ability to handle customer communications with a high degree of professionalism using product and business knowledge
  • Demonstrated ability to support or implement Time Tracking, Absence, or Scheduling solutions
  • Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes
  • Ability to balance multiple priorities and communicate across diverse teams within the organization
  • Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities
  • Solid understanding of case handling processes and escalation procedures
  • Additional experience in one or more of the following areas: Payroll, Human Capital Management, Compensation, Benefits
  • Fluent in multiple languages (German or French preferred)
  • Prior experience with Knowledge-centered service (KCS)


Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday's comprehensive benefits, please click here.

Primary Location: USA.UT.Salt Lake City

Primary Location Base Pay Range: $84,000 USD - $126,000 USD

Additional US Location(s) Base Pay Range: $79,800 USD - $154,200 USD

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.

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.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process