Technical Support Analyst - Integration Tools

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

Workday is looking for a Support Analyst to join a US-based team supporting Workday's Integration Tools and public APIs.

You will work directly with many Workday teams globally including collaboration across other Support teams (functional, operations, etc.), environments, infrastructure, services, development and product management to handle the resolution of cases and issues for our global customers.

The ideal candidate will have a passion for customer relations, project management and technical analysis. The role requires a self-motivated professional that consistently brings a high level of commitment to customers and Workday teammates along with the ability to strategically and tactically navigate the unique challenges we encounter.

About the Role

As a Technical Support Analyst, you will provide technical support to customers and consultants on complex products and applications. You will diagnose and troubleshoot highly technical and sophisticated software issues, report operational issues/product defects to Engineering teams, and collaborate with multiple stakeholders through resolution. The Technical Support Analyst will also ensure outstanding customer experience through strong and timely communication on the status of issues as well as escalations, until an acceptable solution is delivered.

About You

Basic Qualifications

• 3+ years experience providing technical support for a SaaS provider

• 3 years experience troubleshooting and resolving environment issues for enterprise software applications

• Experience with SoapUI and Postman for troubleshooting XML and REST based web service requests

Other Qualifications:

• Experience with Splunk, Kibana, and other networking tools

• Previous experience supporting HCM or ERPs such as: Workday, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, and/or Cornerstone is a huge plus

• Consistently strong understanding of case handling processes and blocking issue procedures.

• Ability to collaborate and build strong relationships with customers. And a phenomenal teammate who will also establish relationships across the organization to continue improving the way we serve our customers!

• Accustomed to the pressure related to resolution timeframes and priorities that require multitasking.

• A confident communicator (verbally and in writing), who collaborates efficiently with users at all levels and varying technical abilities.

• Ability to effectively and consistently manage a case backlog and active queue

• Ability to balance multiple priorities and communicate across organizational boundaries

• Excellent analytical skills and ability to provide solutions / workarounds to sophisticated problems; Passionate about problem-solving and have strong analytical skills.

• Love to learn and can effectively absorb new technology and features.

• A self-starter with the ability to work autonomously to find workarounds and solutions, but, know when to ask for help!

Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday's comprehensive benefits, please click here.

Primary Location: USA.UT.Salt Lake City

Primary Location Base Pay Range: $84,000 USD - $126,000 USD

Additional US Location(s) Base Pay Range: $79,800 USD - $154,200 USD

Our Approach to Flexible Work

With Flex Work, we're combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

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!