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 TeamThe Support Applications & Technology (SAT) team is responsible for supporting, maintaining, and innovating the systems and tools used by both Workday’s customer support and its customers. We are a diverse group of product operations specialists with varied experiences and backgrounds. Our team is committed to Workday's core values, which prioritize employee well-being, equal opportunities, collaboration, supportiveness, and fun!About the RoleAs a Business Analyst, you will work within a global team, spanning various time zones and ensure excellent customer service. In this role, you will partner closely with our internal Business Technology group and our Support teams to maintain and enhance our systems and tools largely powered by Salesforce.com. We need a self-starter who can learn quickly, drive deliverables, and take pride in ensuring that the customer and analyst experience is kept at the forefront at all times.Key Areas of Responsibilities:Troubleshoot and triage reported system issues and work with the business and the IT department to find viable solutions and facilitate resolution of issues.Participate in improvement, scaling, and support of Customer Support tools.Test fixes and new features during user acceptance testing (UAT) of bug fixes or projects; including tracking issues through to resolution and securing end user acceptance sign-offLearn the case management system in detail and assist with system documentation for the Support operation teamProvide guidance and training to Support teammates on processes and toolsLeverage business knowledge and expertise to identify opportunities for process or system improvementsAbout YouBasic Qualifications3+ years Business Analyst experience, preferably supporting enterprise-sized organizations.2+ years experience working with Salesforce.com Service Cloud.1+ year experience with agile development processes.Ability to be flexible, multi-task and get things done in a fast-paced and constantly changing environmentPrevious experience providing technical/customer supportOther QualificationsBachelor degree, or equivalent, and relevant working experience.Familiarity with Coveo and Adobe Experience Manager (AEM) is a plusSalesforce certification is a plusProficiency with JIRA and Confluence a huge plusOur 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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