Customer Support Analyst, Workday
Learning Application
More information about location
Enterprise management cloud platform
Be an early applicant
Enterprise management cloud platform
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
To provide an all-in-one management cloud solution for the rapidly changing business requirements of the modern world.
Role
Who you are
- 2+ years in one of the following:
- SaaS software support
- Technical Customer Support experience, providing software support for other functional enterprise software applications
- Demonstrable ability to support or implement HCM solutions
- 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
- Additional experience in one or more of the following areas: Human Capital Management
What the job involves
- Workday’s Customer Support teams are driven by a passion for our products and the success of our customers' User experience
- The 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
- Handle a queue of Talent Acquisition cases, prioritizing issues based on severity and customer impact
- Using technical skills to solve complex problems, lead change, implement solutions, and handle time critical issues
- Work with Product Managers, QA and Development to identify solutions or workarounds
- Balance ownership of existing case load while solving newly discovered issues
- Maintain your knowledge of new functionality and compliance changes
- Contribute to our Knowledge Centered Service by creating Knowledge articles
- Use your energy, drive, adaptability, and passion to inspire others throughout the company
Our take
Workday is a cloud-based software vendor that provides management of workforces and finances. The company uses a single database for workforce management and financial management to offer integration and optimize business intelligence across companies. It has added to the packages and tools it offers over the years, providing analytic options that allow companies to combine third-party data with information collected by Workday.
Workday has acquired and paired up with many other companies to keep expanding its offering. In 2021, it purchased the employee feedback platform Peakon in response to the growing need for managers to be able to survey workers and collect satisfaction data without face-to-face meetings. The company has also bought and developed many financial tools and HR management tools.
The company’s goal is to provide end-to-end back office services and while there are other providers, such as UKG Pro and Ceridian HCM, Workday’s broad offering helps them to stand out. Though it faced a tough global market in 2023 and has shed some of its headcount, Workday has seen a 6.5% gain in value in the first quarter of 2024. It is now focusing on growth and developing the AI capabilities of its platform. .
Kirsty
Company Specialist
Insights
Many candidates hear
back within 2 weeks
16% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2011
$85m
SERIES F
Apr 2009
$75m
SERIES E
Total funding: $215.3m
Company benefits
- Company equity
- Vision and dental insurance
- Work from home opportunities
- Health insurance
- Virtual primary care
- Flexible time-off policy
- Global mental health resources
- Global dedicated on-site clinical counselors
- Global well-being days
- $25k fertility/family planning benefits
- North Star financial wellness
- Retirement funds and matching
Company values
- Employees - Most fundamentally, people are the core of our business. Without them, we would not have a business. We hire the best and expect great accomplishments
- Customer service - Every investment and decision we make has our customers in mind, and we pull out all stops to make the satisfaction of our customers paramount
- Innovation - We aim for innovation not only in our development organization but also in the way we approach all aspects of our business
- Integrity - We say what we mean, and mean what we say. We stick to our commitments, treat everyone equitably, and communicate openly and honestly
- Fun - We also feel it’s important to have a sense of humor. We like to laugh—it makes our work that much more enjoyable. We also invest in community and company events that help our employees and their families feel a connection to Workday beyond business as usual
- Profitability - Long-term economic success is what helps us provide employees and customers with the best productivity tools, solutions, and services. While important, profitability is not why we exist. Simply put, at Workday we exist to make and provide great products and services
Company HQ
Pleasanton, CA
Articles
Leadership
Aneel Bhusri
(CEO)Worked for Morgan Stanley for 3 years and took a Stanford MBA, before spending almost 6 years at Oracle as SVP. Co-founded Workday in 2005 while working as a Greylock Advisory Partner.
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