Senior Technical Support Delivery Analyst

4 weeks ago

Auckland, Auckland, New Zealand Workday Full time

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

The Workday Adaptive Planning Support team is looking for an experienced Senior Support Analyst who is excited about SaaS and helping customers solve complex problems. Our team works closely with our product development and support analyst teams to help customers find workarounds and solutions to product issues.We provide technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. We respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.

About the Role

The Senior Support Analyst is responsible for managing a ticket queue of cases with varying levels of complexity for the Adaptive Planning Integration product and making sure that customers get timely updates. The ideal candidate has experience working within a SaaS support organization, enjoys working with customers, has some understanding of programming, and has experience working on SasS based enterprise web applications.

About You

Basic Qualifications:

  • 5+ years' experience in a customer facing Support Analyst and Support Engineering related role.
  • Able to read, write and speak Japanese.

Other Qualifications:

  • Have attention to detail and deep understanding of support best practices.
  • Proven ability to balance multiple priorities and communicate across organizational boundaries.
  • Excellent analytical and problem solving skills.
  • Exceptional written and verbal communication skills, combined with the ability to communicate with users at all levels and varying technical ability.
  • Ability to assess business impact and prioritize work with the right level of urgency for customer needs.
  • Demonstrate initiative, flexibility and provide complete follow through on areas of responsibility.
  • Bachelor's/Master's degree or foreign equivalent degree in Business, Management Information Systems, Computer Science, or a related field or equivalent work experience.
  • Experience working with enterprise software.

The following skills would be highly valued:

  • Previous experience or knowledge of finance and/or financial planning software applications or integrations.
  • Working knowledge of JavaScript for troubleshooting integration scripts and issues.
  • Working knowledge of any of the following: Java, .NET, C# or any other programming language.
  • Working knowledge of SQL and DBMS.
  • Working knowledge of Linux.
  • Have these technical skills:
    • Web Services / API.
    • ETL, Pentaho, Integration Implementation or Support.
    • Jenkins & Git.
    • K8s and Docker.
    • ELK / any log aggregation tool.



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.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process

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