Technical Support Delivery Analyst (Compensation & HCM)

Job Description

Role & responsibilities About the RoleThe Workday Customer Support Team is passionate about Customer service, innovation and excellence. They are trusted advisers who investigate, diagnose and deliver time sensitive, business-critical solutions to our customers. Our customers rely on us all over the world, so our Customer Support teams participate in a regional shift pattern to achieve 365-day / 24x7 coverage, with flexibility to shift pattern changes. What would you do all day? Handle a queue of support cases, prioritizing issues based on severity and customer impact Work through exciting problems, motivate change and implement solutions Handle time critical issues Build solid relationships with our customers Collaborate with Product Managers, QA and Development to determine solutions or workarounds Balance ownership of existing case load while troubleshooting newly discovered issues Maintain your knowledge of new functionality and compliance changes Maintain certifications and training as required for the role Get involved with initiatives, councils and projects that inspire your passion in support Use your energy, drive and resourcefulness to encourage, mentor and coach others throughout the company Participate in rostered shifts as part of our 24/7 Global Support shifts (Support Around the World) Key Responsibilities: Understand and support our customers in the following areas: Compensation Review (Advanced Compensation) Period Activity Pay Manage Basis Total Severance Compensation Defaulting and Eligibility Rules Offer Compensation One-Time Payments About YouAbout YouBasic Qualifications 3 years of experience with SaaS Enterprise software (eg. SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, Cornerstone or a similar application) in a support, implementation or consulting environment Other Qualifications Demonstrable ability to support or implement HCM, Workforce Management, Payroll, VMS or Higher Ed applications Ability to engage and coordinate multiple teams to identify and raise importance of critical issues to obtain expedited outcomes Ability to collaborate with multiple partners across a diverse organization Demonstrate resilience when faced with tight resolution timeframes and conflicting/opposing priorities Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries. Resolutions may include in-depth analysis, troubleshooting, and working with other internal teams. Experience building internal and/or external facing documentation (KCS experience a plus) Previous experience with health monitoring tools is an advantage Confident communicator (verbally and in writing), who collaborates with business users and peers at all levels and varying technical abilities Basic knowledge or previous experience with Object Oriented Programming languages (e.g. Java, C++, Python, C#, Ruby, PHP, TypeScript, Kotlin, Swift or similar) Ability to read and analyze log files Basic knowledge of SQL syntax to read existing scripts and queries. Basic experience with api client (SoapUI, Test Studio, and/or Postman/Bruno) Preferred candidate profile