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 TeamOur Application Security Support team's goal is to ensure Workday delivers an excellent user experience. You'll be part of a team that support one another and foster a learning environment where questions are welcome. We are customer-facing and work to ensure that each interaction is handled with a professional demeanor and outstanding level of service. 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 against our customers' timelines! Every member of the team understands that open collaboration and multi-functional teamwork are vital to being successful in supporting our clients. Someone on the team once described our mission as "solving a beautiful puzzle" and we take pride in doing so.About the RoleAs 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.This position is based in the Workday Pune office. Candidates must be willing to relocate to Pune. Candidates will be expected to work from the office at least 50% of the time. The Analyst will be on a shift rotation schedule alternating between the early and late shifts. Typical schedule is either Shift 1(8am-5pm) or Shift 2(11am - 8pm IST).About YouCustomer Support Analyst3 -6 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, Cornerstone, etc., or experience as an administrator of Workday HCM.Experience with Workday, Salesforce, JIRA (or other ticketing support systems), Microsoft Office (Outlook, Words, Excel and csv files), and Google Workspace (Google Drive, Docs, Sheets, Slides)Other Qualifications:Experience working in software delivery or support for one or more of these: HCM, Configurable Security, Recruiting, Compensation, Talent Management, or Financial applications, is ideal.A successful track record of managing multiple urgent priority issues concurrently. Experience handling security incidents is a plus.Solid grasp of case handling processes and escalation procedures.Experience building internal and/or external facing documentation (KCS experience a plus).Excellent analytical skills and ability to come up with solutions / workarounds to sophisticated problems.Ability to collaborate and build positive relationships with customers.An excellent teammate who will also establish relationships across the organization to continue improving the way we serve our customers!Accustomed to the pressure related to resolution timeframes and priorities that require multitasking.Love to learn and absorb new technology and features.You're a confident communicator (verbally and in writing), who collaborates with users at all levels and varying technical abilities.A self-starter with the ability to work autonomously but know when to ask for helpRoles & Responsibilities :As a Support Analyst in our HCM Support team, success means you will become highly knowledgeable around the Workday product and various technologies which are used both to build and to solve Workday problems.You will diagnose and analyze highly technical software issues, report operational issues/product defects to Engineering teams, and collaborate with multiple partners through resolution.You will also contribute towards and improve our knowledge base using KCS methodology.Your role is to ensure 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.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!
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