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.
Workday is seeking an experienced Security Support Analyst who has solid troubleshooting methodologies to provide support to our customers who require information and support on managing their Workday system as it relates to Security Protocols and Best Practices. This position requires a self-motivated, customer-focused professional with strong follow-through who consistently keeps commitments to customers and fellow employees. In this critical customer facing role, you must ensure that each interaction is handled with a professional attitude and a superior level of service.
Workday employees expect that you model Workday's dedication to our customers. Workday customers expect that you exemplify the passionate Workday employee, who knows the right answer to their problems.
Work directly with customers to research, troubleshoot, and resolve security issues in a timely manner.
Manage case queue and maintain focus on resolving customer cases quickly and effectively in line with our service level agreements.
Effectively prioritize and escalate customer issues as required.
Drive and lead customer meetings related to urgent security matters.
Document your customer communications effectively.
Listen to customer feedback and provide recommendations for security enhancements with the Product Management and Development teams.
Solicit and listen to customer feedback and provide recommendations for security enhancements.
Work with Internal Teams to obtain and translate Environment Logs in response to customer’s specific situation.
Analyzes patterns of behavior of Account Takeover activities to help identify possible tool enhancements, process and best practice recommendations.
Assist in identifying tools, processes and communication strategies to ensure a timely and responsive approach to both customer reported and incidents identified internally.
Participate in the development of programs to educate our customers and services teams to help minimize and prevent security incidents
Working as a team, develop tools, processes, and communication strategies to ensure a timely and responsive approach to both customer reported and internally identified incidents
Collaborate with internal teams such as Product Management, Development, Security and Privacy to identify and deliver functionality to continually improve our Products using Industry Best Practices and trending customer issues.
Available to be on call during Account Takeover or serious security incidents.
Required Skills / Experience:
Bachelor degree in Computer Science, Information Security or Business Administration.
3+ years of experience in a customer services role (consulting, professional services, customer support).
2+ years of experience in SaaS application security (HCM, Financials, Talent, Payroll, etc.) and tenant security support.
Strong and confident communicator who has experience working with customers in high stress, ambiguous situations.
Deep knowledge of Workday Security and Best Practices with the ability to speak to specific customer inquiries as it relates to their Workday deployment.
Strong Project Management Skills.
Strong Customer Service skills for enterprise software applications, Software as a Service companies preferred.
Possess excellent verbal and written communication skills.
Able to absorb new technologies and features quickly.
Excellent analytical, problem solving, and multi-tasking skills.