Business Analyst, Support Operations

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
The Global Support Operations & Enablement, or GSOE, team supports Workday's Customer Support organization. The GSOE team supports, maintains, and innovates the systems and tools used by Customer Support and Workday customers, largely powered by Salesforce.com. We're a diverse group of people, with an invaluable mix of experience and backgrounds.
Our team promotes Workday's core values with employees as the top priority. This is why we encourage work-life balance and wellbeing, are proud to champion equal opportunities for everyone, and promote a sense of collaboration, supportiveness and fun!

About the Role

***This role requires the ability to report onsite daily to one of the following Workday locations:

• Atlanta, GA
• Austin, TX

As 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-off
• Learn the case management system in detail and assist with system documentation for the Support operation team
• Provide guidance and training to Support teammates on processes and tools
• Leverage business knowledge and expertise to identify opportunities for process or system improvements

About You

Basic Qualifications

• 3+ years Business Analyst experience, preferably supporting enterprise-sized organizations
• 2+ years experience working with Salesforce.com Service Cloud
• 2+ years Coveo experience
• 1+ years of Adobe Experience Manager (AEM)
• Previous experience providing technical/customer support

Other Qualifications

• Salesforce certification is a plus
• Proficiency with JIRA and Confluence a huge plus
• Experience with Scrum Framework and working within Agile environments

• This role is not approved to offer work authorization or visa sponsorship to applicants

#LI-AK8

As a federal contractor, Workday is requiring all new hires to verify that they are fully-vaccinated against COVID-19 within 72 hours of beginning employment with Workday, consistent with applicable law. Workday is an equal opportunity employer. Candidates who are not vaccinated due to a sincerely held religious belief, medical reasons, or other legally-protected reason should contact [email protected] to explore what, if any, reasonable accommodations or exemptions Workday is able to offer.

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!