Support Analyst - Time Tracking and Absence Management

Workday

Company Type
Experience
Responsibilities
Workhours

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.

Job Description

Workday is seeking an experienced product support analyst who has solid knowledge of Time Tracking and Absence Management systems. In this role you will continuously provide outstanding Customer Support collaborating and problem solving to resolve Customer issues.  

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 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.

This is a unique opportunity within the Workday Support team for a person with vision, a passion for excellence and a track record of success.  This is not a role answering questions - it's about digging in and coming up with solutions to a variety of time sensitive, operational critical issues - it's about passion, innovation and excellence in a fast-paced and dynamic organization

 

Responsibilities:

  • Develop expertise to become a Support expert for Workday’s Time Tracking and Absence Management software

  • Manage a queue of Absence Management and Time Tracking cases, prioritizing issues based on severity and customer impact

  • Work directly with customers to research, troubleshoot, and resolve issues in a timely manner

  • Solve complex problems, drive change, and implement solutions

  • Handle sensitive escalated customer issues

  • Test customer problems and log issues to development, working with developers to figure out a solution

  • Work with Product Managers, QA and Development to highlight customer absence and time tracking processing trends and identify areas for enhanced functionality and tools

  • Maintain your knowledge of new functionality and compliance changes

  • Document your customer communications effectively in the issue management system

  • Use your energy, drive, adaptability and enthusiasm to perpetrate the positive vibes throughout the company

  • Participate in our 24/7 global coverage plan

 

 

It’s essential that you have….

  • Four or more years of experience supporting or implementing Time Tracking, Absence Management or Payroll solutions

  • College degree in Human Capital Management, Computer Science, or Business Administration.

  • Proven ability to collaborate and build strong relationships with customers and internal resources

  • Ability to generate a sense of urgency and rally appropriate teams

  • Able to deal with the stress related to resolution time frames and conflicting/competing priorities

 

 

It would be really nice if you had....

  • A successful track record of managing multiple urgent priority issues concurrently

  • Experience working with software delivery and support (experience with SaaS would be awesome!)

  • Demonstrate initiative, flexibility and provide complete follow through on areas of responsibility.

  • Additional experience in one or more of the following functional areas:

                 - Human Capital Management

                 - Compensation

                 - Benefits

*LI-CD

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Confirmed 6 hours ago. Posted 30+ days ago.

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